Return Policy

Important Notice

⚠ Please note that we do not offer free returns. Return shipping costs are the sole responsibility of the customer. All approved returns must be sent to our central warehouse in Asia.

30-Day Return Policy

If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order.

To be eligible for a return, the following conditions must be met:

The item must be unused and in its original condition.
All original components, accessories and packaging must be included.
The product must not show any signs of damage resulting from misuse, improper handling or negligence.
Hygiene-sensitive items must be unused, unopened and in a resalable condition.
Defective, damaged or incorrect items must be reported within 48 hours of delivery and supported by clear photographic evidence.
We reserve the right to refuse returns if items appear used, damaged, altered or returned in a condition that prevents resale.

Customers are responsible for ensuring that returned goods are packaged securely. Eleanor London is not responsible for items damaged during return transit due to inadequate packaging.

Receipt of a returned item does not automatically guarantee approval of a refund. All returned items are subject to inspection and must meet the conditions outlined in this policy.

Once your return has been received and inspected, we will notify you of the outcome within 7 working days.

If approved, your refund will be issued using the original payment method. Original shipping charges are non-refundable.

How to Request a Return

To initiate a return, please contact us at:

info@eleanor-london.com

Your email must include:

Order number
Reason for the return
Clear photographs (if the item is damaged, defective or incorrect)
Full name
Full address

Please do not send any items without prior authorisation. We will provide the exact return address once your request has been reviewed. Returns sent without prior approval may not be accepted.

UK Consumer Cancellation Rights

If you are purchasing as a consumer, you may have the right to cancel your order within 14 days of receiving the goods.

To exercise this right, you must notify us by email with a clear statement of your decision to cancel.

Cancellation is considered complete once:

We receive the returned goods; and
The returned items successfully pass inspection.

Return shipping costs remain the responsibility of the customer.

If an item has been used beyond what is reasonably necessary to inspect its nature, characteristics and functionality, we reserve the right to make a deduction from the refund amount to reflect any loss in value.

Important Shipping Information

As our products are dispatched from our international warehouse, delivery times may vary.

If your order has already been processed or dispatched, cancellation is no longer possible. In this case, you must wait until the item has been delivered and then submit a return request in accordance with this policy.

Orders refused at delivery, unclaimed orders, or orders returned due to an incorrect or incomplete address provided by the customer may be subject to return shipping, handling and administrative charges. Such charges may be deducted from any refund where permitted by law.

Refunds

Once your return has been approved:

Your refund will be processed within 14 days of receiving the returned goods.
Refunds are issued to the original payment method used for the purchase.
Original shipping charges are non-refundable.
Any customs duties, import taxes, handling fees or return shipping costs are non-refundable and remain the responsibility of the customer.

Claims relating to damaged, defective or incorrect items must be supported by sufficient evidence. We reserve the right to refuse claims where adequate evidence is not provided.

Return Address

All approved returns must be sent to our central warehouse in Asia. The exact return address will be provided after your request has been reviewed and authorised by our team.

Customers are responsible for obtaining and retaining proof of postage and, where applicable, tracking information. Eleanor London cannot be held responsible for returned items lost in transit where no valid proof of shipment can be provided.

Payment Disputes and Chargebacks

If you experience an issue with your order, we encourage you to contact us directly before initiating a chargeback or payment dispute. Our customer support team will make reasonable efforts to resolve any concerns promptly.

Contact Information

Eleanor London

Operated by Bahamas Promises LLC

Email: info@eleanor-london.com