Policy Page

How long does shipping take?
Orders are usually processed within 1–3 business days. After dispatch, delivery within the United Kingdom usually takes 3–7 business days. Delivery times are estimates and may vary during busy periods, public holidays or due to carrier delays.

Do you offer free shipping?
Yes. We offer free standard shipping on all orders delivered within the United Kingdom, unless stated otherwise at checkout.

Where do you ship from?
To keep fulfilment as efficient as possible, orders may be shipped directly from our trusted fulfilment partners rather than being sent to us first and forwarded on. As a result, some parcels may be dispatched from overseas, including from Asia. This helps us avoid unnecessary handling delays.

Will I receive tracking?
Yes. Once your order has been dispatched, you will receive a shipping confirmation email with tracking details where available. Please allow some time for tracking to update after dispatch.

My order contains several items. Will they arrive together?
Not always. Items may occasionally be shipped separately and arrive in different parcels, in which case you may receive separate tracking information for each shipment.

Can I change my address or cancel my order?
Please contact us at info@eleanorhenrylondon.com as soon as possible after placing your order. Once an order has been processed or dispatched, we may no longer be able to change the address or cancel it.

Returns & Refunds

Do you offer returns?
Yes. Eleanor & Henry London offers a 30-day money-back guarantee. Please contact us at info@eleanorhenrylondon.com within 30 days of receiving your order. Items must be unworn, unwashed and in their original condition with all tags attached.

How do I start a return?
Email us at info@eleanorhenrylondon.com with your name, order number and the reason for your return. If the item is damaged, faulty or incorrect, please also include clear photos. We will then send you the correct return address and instructions. Please do not send anything back before receiving these.

Who pays for return shipping?
For change-of-mind returns, size changes or unwanted items, the customer is responsible for return shipping costs. The approved return address may be located overseas, in which case the customer is responsible for sending the return there. We recommend using a tracked shipping service. This does not affect your statutory rights under UK consumer law.

When will I receive my refund?
Once your return has been received and approved, we will refund the original payment method within 14 days. Your bank or payment provider may need additional time before the funds appear in your account.

What if my item is faulty, damaged or incorrect?
Please contact us as soon as possible at info@eleanorhenrylondon.com with your order number, a description of the issue and clear photos. We will review the issue and help you with the next steps. In these cases you will not be asked to cover return costs.

Still have a question?

Email us at info@eleanorhenrylondon.com. We aim to respond to all enquiries within 1–2 business days.