Our products are made to order in small batches to ensure the highest quality and freshness. Because each item is handcrafted with care, we ask that you choose thoughtfully before purchasing.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it — unused, unopened, with tags, and in its original packaging. You’ll also need your receipt or proof of purchase.
To start a return, please contact us at info@eleanorashley.com.au. If your return is accepted, we’ll provide a return shipping label and instructions for sending your package. Items sent back without requesting a return first will not be accepted.
You can always reach out to us at info@eleanorashley.com.au for any return questions.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Due to the handcrafted and personal nature of our products, certain items cannot be returned unless damaged on receival. This includes:
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Custom or made-to-order products
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Personal care and beauty items
- Unfortunately, we cannot accept returns on final sale items
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
Once we receive and inspect your return, we’ll notify you of the approval status. Approved refunds will be processed to your original payment method within 10 business days. Please note your bank or credit card provider may take additional time to post the refund.
If more than 15 business days have passed since your return was approved, please contact us at info@eleanorashley.com.au.