At Eleanor & Claire, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're happy to help in accordance with the policy below.
1. Order Cancellations
Orders can be cancelled free of charge within 30 minutes of being placed. To cancel, contact us at support@eleanorandclaire.com. After this window, your order enters processing and can no longer be cancelled, changed, or combined with another order.
2. Delivery Before Returns
Return requests can only be submitted after your order has been delivered. Orders that are still on their way cannot be cancelled or refunded solely because they haven't arrived yet, as long as the shipment is still within the estimated delivery window stated at checkout and in our Shipping Policy.
3. Return Eligibility
To qualify for a return:
- The request must be submitted within 30 days of delivery
- The item must be unused, unworn, and unwashed
- All original tags must still be attached
- The item must be returned in its original packaging wherever reasonably possible
Trying an item on for sizing is of course allowed.
4. Return Shipping
Unless required otherwise by applicable consumer law, you are responsible for arranging and paying for return shipping, as well as any customs duties or import fees on the returned package. We recommend using a tracked shipping service, as we cannot take responsibility for returns lost in transit.
5. Return Address
Please do not send anything back before contacting us first. Once your return request is approved, we'll provide you with the correct return address and instructions. Returns sent without prior approval may be delayed or refused.
6. Refunds
Once we've received and inspected your return, we'll let you know whether it's approved. Approved refunds are issued to your original payment method within 10 business days of us receiving the item. Please allow extra time for your bank or card provider to process and post the refund.
7. Exchanges
Ordered the wrong size, or want to exchange an item? Contact us at support@eleanorandclaire.com and we'll review the available options with you.
8. Incorrect, Damaged or Defective Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with your order number and photos clearly showing the issue. We'll review your request and work out the right solution.
9. Customer Support Before Chargebacks
We're committed to resolving issues quickly and fairly. Please contact us before opening a payment dispute or chargeback — most issues can be resolved through a return, exchange, replacement, partial refund, store credit, or full refund.
10. Items Not Eligible for Return
We may refuse a return if the item has been worn beyond trying it on, washed, had its tags removed, been intentionally damaged, or if the request falls outside the return window above. Sale items, gift cards, and personal care items are not eligible for return.
11. Delivery Responsibility
Delivery is considered complete once the carrier marks the package as delivered to the address you provided. Please make sure your shipping address is correct before completing checkout.
12. Contact
For all return requests, reach us at support@eleanorandclaire.com.