Return Policy

At Eleanor & Henry London, we want you to feel completely comfortable shopping with us. If for any reason you are not happy with your order, we are here to help. This Return Policy explains how returns, refunds, exchanges and our 30-day money-back guarantee work for purchases made through eleanorhenrylondon.com. Please read it carefully before submitting a return request.

1. Order Cancellations

If you need to cancel your order, please contact us at info@eleanorhenrylondon.com as soon as possible and include your order number.

If your order has not yet been processed or dispatched, we will do our best to cancel it and issue a full refund. Once an order has been processed or dispatched, cancellation may no longer be possible. In that case, you may still be able to return the item under the terms below once it arrives.

2. 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee. If you are not happy with your order, or if something is not quite right, please contact us within 30 days of receiving your order.

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

• The return must be requested within 30 days of receiving your order
• Items must be unworn, unwashed, unused and in their original condition
• All original tags and labels must still be attached, with the original packaging where possible
• Trying on an item is permitted, but items showing signs of wear, washing, damage, perfume, stains, make-up marks or alterations cannot be accepted
• Ordering multiple sizes with the intention of returning some is not permitted

3. Items Not Eligible for Return

Some items are not eligible for change-of-mind returns, including:

• Gift cards
• Final sale items, where clearly stated
• Personal or hygiene-related items
• Items that have been worn, washed or used
• Items returned without prior approval

This does not affect your statutory rights under UK consumer law.

4. How to Return

Follow these steps to process your return:

1. Contact us at info@eleanorhenrylondon.com within 30 days of receiving your order. Please include your full name, order number, the email address used for the order, the reason for the return, and clear photos if the item is damaged, faulty or incorrect.
2. Our team will review your request and reply with the return instructions and the correct return address.
3. Ship the item back using a tracked shipping service and send us the tracking details.
4. Once the returned item has been received and inspected, we will process your refund if the return meets our eligibility requirements.

Please do not send any items back before contacting us and receiving return approval. Returns sent without approval or to the wrong address cannot be processed.

5. Return Shipping Costs

For change-of-mind returns, size changes or unwanted items, return shipping costs are the responsibility of the customer.

Returns may need to be sent directly to our fulfilment partner, which may be located overseas. In that case, the customer is responsible for arranging and paying for return shipping to that address, including any applicable international shipping fees or customs charges.

For faulty, damaged or incorrect items, you will not be asked to cover return costs (see section 7).

6. Return Tracking

For all approved returns, the customer must provide valid tracking details. A refund can only be processed once the returned item has been received and confirmed at the return location.

We strongly recommend keeping your proof of postage. If a returned parcel is lost in transit and cannot be confirmed as delivered, we may not be able to approve the refund.

7. Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty or incorrect, please contact us as soon as possible at info@eleanorhenrylondon.com. Include your order number, a description of the issue and clear photos of the item and packaging.

We will review the issue and work with you on a suitable solution, such as a replacement, refund or other remedy. In these cases, Eleanor & Henry London will cover any return costs where a return is required.

8. Refunds

Once your returned item has been received, inspected and approved, we will notify you by email and process your refund to your original payment method within 14 days.

Please note that depending on your bank, card provider or payment provider, it may take additional time for the refund to appear in your account.

9. Exchanges

Depending on the situation and product availability, we may be able to offer an exchange instead of a refund. Please contact us at info@eleanorhenrylondon.com and we will let you know which options are available.

10. Your Rights Under UK Consumer Law

Nothing in this policy limits your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If a product does not meet the standards required by law, you may be entitled to a repair, replacement, refund or other remedy.

11. Liability

• Eleanor & Henry London is not responsible for lost parcels when tracking confirms delivery to the shipping address provided by the customer
• It is the customer's responsibility to ensure that the correct and complete shipping address is entered at checkout
• Address errors must be reported to us as soon as possible after placing your order via info@eleanorhenrylondon.com

12. Contact

For any questions regarding returns, cancellations, refunds or exchanges, please contact us:

Eleanor & Henry London
Email: info@eleanorhenrylondon.com

We aim to respond to all enquiries within 1–2 business days.

This Return Policy was last updated in September 2026 and is subject to change without prior notice.