Return Policy

Returns & cancellations

We want you to feel confident when ordering from Eleanor Cheltenham. If you change your mind about an online purchase, you can tell us that you wish to cancel within 14 days of receiving your order. You then have a further 14 days to return the item after telling us.

To start a return, email hello@eleanorcheltenham.co.uk with your order number and the item you wish to return. You do not need our approval to exercise your statutory cancellation right, but please contact us before sending anything so we can provide the correct return address and instructions.

Condition of returned items

You may inspect and handle an item as you reasonably would in a shop. Please return it complete and, where possible, with its original packaging. If an item has been handled beyond what is necessary to establish its nature, characteristics and functioning, we may make a deduction from the refund for any resulting reduction in value where permitted by law.

Return postage

For change-of-mind returns, you are responsible for the direct cost of returning the item unless we tell you otherwise. If an item is faulty, damaged on arrival, incorrect or not as described, contact us before returning it so we can arrange the appropriate solution and, where required, cover reasonable return costs.

Refunds

Where a cancellation right applies, we will issue the refund no later than 14 days after we receive the returned goods or, if earlier, after you provide evidence that the goods have been sent back. Refunds are made to the original payment method.

If you paid for standard outbound delivery, the standard delivery charge will also be refunded where required by law. Additional delivery upgrades are not refundable beyond the cost of the standard delivery option.

Faulty or misdescribed goods

Your statutory rights are separate from the change-of-mind policy above. If an item is faulty, not as described or does not do what it is supposed to do, please contact us as soon as possible so we can arrange the appropriate remedy. Nothing in this policy limits your statutory consumer rights.

Items that cannot be returned

Some statutory exceptions to cancellation rights may apply in limited circumstances, for example to goods made to a customer's specification or clearly personalised. We will make any relevant exception clear before purchase.

Cancellation form

You may cancel by emailing us, or by sending the following information: your name, order number, the goods you wish to cancel, the date ordered/received and a clear statement that you are cancelling the contract.

Contact: hello@eleanorcheltenham.co.uk