This Returns & Refunds Policy explains how Ellie & Eleanor Creations LLC handles returns, exchanges, and refunds for purchases made through our website.
Eligibility for Returns
You may request a return under the following conditions:
- The item is unused, unworn, and in its original condition
- The item is not a commission or custom order
- The return request is submitted within 15 days of receiving the product
- Proof of purchase is provided
Eligibility for return is up to the discretion of the seller.
Non-Returnable Items
The following items are not eligible for return:
- Any custom or commission orders agreed upon through back and forth communication. All commissions require a sign off prior to creation to ensure the customer is happy with the cost, design, and aware of this policy.
- Gift certificates
- Items marked as final sale
- Products that have been used or damaged by the customer
Return Process
To initiate a return, please follow these steps:
- Submit a return request through our website
- Wait for confirmation and return instructions
- Ship the item back using the provided return address
Return shipping costs are the responsibility of the customer unless the item is defective or incorrect (see Exchanges below). Shipping is included in the cost of the item when purchased online, so all refunds also refund shipping already paid by the seller.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved:
- Refunds will be processed to the original payment method
- Processing time may take 5–10 business days, depending on your payment provider
Exchanges
We only replace items if they are defective, damaged, or incorrect. Be aware that these are all handmade products and therefore will never be perfect or identical like machine-made. Defective and damaged must go beyond the small inconsistencies and charm of handmade craft.
If you need an exchange, please submit a request through our website.
Late or Missing Refunds
If you have not received your refund:
- Check your bank or payment provider account
- Contact your payment provider for processing status
- Reach out to us through our Contact Page
Policy Updates
We reserve the right to update this Returns & Refunds Policy at any time. Changes will be posted on this page.
Contact Us
If you have any questions regarding returns or refunds, please visit our Contact Page or email info@ellieandeleanor.com for assistance.