Refund policy

General Terms

By placing an order with Eleanora, you acknowledge and agree to the terms outlined herein. This policy applies to all purchases made through our online platform and is subject to change at any time without notice.

Final Sale Notice

All items are considered final sale. We do not allow returns, exchanges, or cancellations under standard circumstances, including but not limited to:

  • Incorrect size selection

  • Delivery delays

  • Change of mind

  • Fabric feel or personal fit preference

  • Color deviation due to screen settings

Exception Review Clause

Exceptions may be considered for orders that qualify under the following strict conditions:

  1. The item received must have a clear and verifiable manufacturing defect (this excludes subjective issues such as dissatisfaction with fit or quality perception).

  2. A formal request must be submitted within 12 hours of recorded delivery time, using our online contact form.

  3. All exception requests must include the following:

    • A timestamped video of the package being opened, uncut and uninterrupted

    • Clear photographs of the item defect in natural lighting

    • The original packing slip and outer packaging for verification

    • A signed declaration that the item was not worn, washed, or altered

Failure to meet all of the above requirements will result in immediate denial of the exception request, without further communication or appeal.

Return Eligibility (if approved)

In the rare event that a return is authorized:

  • The item must be shipped back in its original unworn, unused, and unwashed condition with all tags intact.

  • The customer will bear all shipping costs, duties, and tracking liabilities.

  • Returns must be shipped using a traceable method within 72 hours of approval. Failure to do so will result in return invalidation.

  • A 35% restocking fee will be applied to cover packaging, inspection, and inventory processing.

Shipping & Delivery Disputes

Once an order is confirmed and tracking information is provided, Eleanora is not responsible for lost, delayed, or misrouted packages due to carrier error or customer address input. Customers are responsible for ensuring their delivery address is complete and correct before submitting the order.

In the case of tracking showing “Delivered” but the package is missing, customers must file a claim with the carrier and provide documentation before contacting our support team. We are unable to assist further unless the package is returned to us.

Chargebacks & Disputes

Initiating a chargeback or payment dispute without following our outlined return process is considered a breach of our Terms & Conditions. We will provide supporting evidence to payment processors including tracking details, item descriptions, fulfillment timestamps, and our return policy acceptance at checkout.

Accounts that file illegitimate disputes may be blacklisted from future purchases.

If you’ve done all this and still haven’t received your refund, please contact us at support@eleanora.store and we’ll assist you further.