Refund policy
Returns & Refunds Policy – Eleanor London Last updated: May 2026
1. General Eleanor London is committed to offering quality products. If you are not satisfied with your purchase, you may submit a return request in accordance with the conditions below.
2. Return Period Customers have 14 days after receiving their order to submit a return request. After this period, no return requests can be accepted, unless otherwise required by law.
3. Eligibility Requirements To be eligible for a return, the product must:
- Be new and in its original condition
- Be returned in its original packaging
- Show no signs of excessive wear or tampering
- Be accompanied by valid proof of purchase
4. Non-Eligible Products Except in the case of a defect or error on our part, the following items are not eligible for return:
- Sale or clearance items
- Gift cards
- Personalised or custom-made items
- Personal or hygiene items, where applicable
5. How to Return To initiate a return, please contact our customer service team:
Please include:
- Your order number
- Your full name
- Reason for return
- Photos of the product (if applicable)
Any return made without prior authorisation may be refused.
6. Return Shipping Costs Unless otherwise required by law, return shipping costs are the responsibility of the customer.
If the return is the result of an error by Eleanor London (defective, incorrect or non-conforming product), reasonable return shipping costs will be covered by us.
7. Refund Structure Eleanor London operates a responsible distribution model aimed at reducing the environmental impact of reverse logistics.
Each return involves:
- Additional transport emissions (outbound and return shipping)
- Non-recoverable packaging waste
- Inspection, handling and restocking costs
- Commercial depreciation of the returned product
As a result, eligible returns are subject to an Environmental & Logistics Recovery Fee, reflecting the actual costs and loss of value incurred.
Following inspection, a refund of up to 50% of the product purchase price may be granted, depending on:
- The physical condition of the product
- Integrity of the original packaging
- Resale possibility
- Logistics and environmental costs incurred
The exact amount will be determined after evaluation of the returned product. Original shipping costs are non-refundable.
8. Alternative — Store Credit To reduce environmental impact, customers may opt for:
- Store credit of up to 100% of the product value
- An exchange for another available item
This option helps limit emissions and waste associated with financial refunds.
9. Defective or Non-Conforming Products In accordance with the UK Consumer Contracts Regulations 2013, a product must conform to its description and be fit for purpose.
In the event of a defect, non-conformity or error on our part, the customer will be entitled to, as applicable:
- A replacement
- A repair
- An appropriate refund
This provision takes precedence over the refund structure outlined in Section 7 where required by law.
10. Order Cancellation An order may only be cancelled if it has not yet been processed or dispatched. Once dispatched, it must follow the standard return procedure.
11. Contact Eleanor London
📧 contact@eleanor-london.uk 🌐 eleanor-london.uk
Monday – Friday · 8am – 6pm GMT