Return Policy
Can I return my order?
Yes, you can. If you are not satisfied with the items you have ordered, you can return them within 30 days of receipt. In this case, the order must meet the following conditions:
- The order must still contain all the relevant parts and components, and the packaging must be in exactly the same condition as when the product was delivered.
- Normal wear and tear is evident; damage caused by careless handling is excluded.
- Products for which hygiene is important must have been thoroughly cleaned before the return process begins.
- The product was found to be faulty immediately upon receipt.
- We reserve the right to charge the customer for postage costs.
- A return will be processed within 7 working days and, if the conditions are met, the return will be officially accepted within this timeframe.
We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.
How can I return my order?
If your order meets the above conditions, you must follow these steps to initiate the returns process:
- Send an email to: info@eleanorandrose.co.uk
- Please ensure the email contains the following details:
- Order number
- Reason for the return request
- Photo of the product if it is broken
- Customer’s first name and surname
- Customer’s address
We will then contact you to provide the return address for our warehouse. Therefore, please do not send the parcel to the company’s physical address. You, the customer, are responsible for the postage costs for returning the product.
Right of withdrawal
The consumer has a right of withdrawal in accordance with the following provisions if the consumer is a natural person who enters into a legal transaction for purposes that are not primarily related to their commercial or professional activity:
A. CANCELLATION TERMS
Right of withdrawal
The withdrawal period is 30 days from the day on which you, or a third party designated by you other than the carrier, received or accepted the last goods. As we operate a fully automated system, orders are processed as soon as they are placed. Consequently, we cannot halt the dispatch process until delivery, so a refund is not possible upon receipt of the goods.
To exercise your right of withdrawal, you must inform Eleanor & Rose by means of a clear statement (e.g. by email) of your decision to withdraw from this contract. The withdrawal is complete once we have received the goods. The cost of returning the goods shall be borne by the buyer.
Tracking shipments in transit
Once the goods have been dispatched and are in transit, it is no longer possible to cancel the order. We ask you to wait until you have received your parcel and then return it to us if necessary. You are, of course, welcome to notify us in advance of your wish to cancel. To ensure your return is processed quickly, we simply ask you to send us a proof of dispatch.
Consequences of withdrawal
If you withdraw from this contract, we must refund all payments we have received from you, excluding delivery costs (with the exception of any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery option we offer), without delay and no later than fourteen days from the day on which we receive notification of your withdrawal from this contract and the return of the goods. For this refund, we will use the same payment method you used for the initial transaction, unless you have expressly agreed otherwise; under no circumstances will you be charged for this refund.e