Returns and Refund Policy
At Eleanor & Finch, we want you to feel comfortable and confident when shopping with us. This Returns and Refund Policy explains how returns, refunds, exchanges, and our 30-day money-back guarantee work.
This policy applies to purchases made through eleanor-finch.com.
30-day money-back guarantee
We offer a 30-day money-back guarantee. If you are not happy with your purchase, you may request a return within 30 calendar days of receiving your order.
To start a return, email us at support@eleanor-finch.com and include:
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Your full name
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Your order number
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The email address used to place the order
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The item you would like to return
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The reason for the return
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Clear photos if the item is damaged, faulty, or incorrect
Our customer support team will review your request and send you the next steps.
Return approval and instructions
Please contact us before sending an item back. Returns must be requested and approved by email so we can provide the correct return instructions and return address.
Do not send returns to our registered business address unless our customer support team specifically tells you to do so. Items sent to an unauthorized address may not be received or processed.
Some products are fulfilled directly by our suppliers. As a result, the approved return location may be outside the United States. We will always provide the correct return address before you ship your return.
Return shipping costs
For change-of-mind returns, size changes, or items that are no longer wanted, the customer is responsible for arranging and paying the return shipping costs.
If the approved return address is outside the United States, the customer is responsible for the cost of shipping the item to that address.
If we confirm that an item arrived damaged, faulty, or incorrect, we will work with you on an appropriate solution. Depending on the situation, this may include a replacement, refund, or return at no additional return shipping cost to you.
Return tracking
Please use a tracked shipping service for all returns and keep your shipping receipt until your return has been completed.
Send the tracking number to support@eleanor-finch.com after shipping your return. We can process a refund only after the returned item has been delivered to and inspected by the approved return location. We are unable to guarantee a refund for a return parcel that is lost in transit or cannot be confirmed as delivered.
Condition of returned items
To be eligible for a return, an item must be:
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Unworn
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Unwashed
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Unused
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In its original condition
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Returned with its original tags and packaging, where applicable
Items showing signs of wear, washing, use, damage, perfume, stains, makeup, pet hair, or alterations may not be accepted.
You may carefully try on clothing to check the size and fit, but please keep all tags attached and take care not to mark or damage the item.
Items that cannot be returned
The following items are not eligible for a change-of-mind return:
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Gift cards
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Items clearly marked Final Sale before purchase
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Personal or hygiene-sensitive products that have been opened, worn, or used
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Items that have been worn, washed, altered, or damaged after delivery
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Items returned without prior approval
Items purchased during our Summer Sale or another promotion remain eligible under our standard return policy unless the product was clearly marked Final Sale before purchase.
These exclusions do not limit any rights or remedies available to you under applicable consumer protection law.
Damaged, faulty, or incorrect items
Please inspect your order after delivery. If an item arrives damaged, faulty, or different from what you ordered, contact us as soon as possible at support@eleanor-finch.com.
Include your order number, a clear description of the issue, and clear photos of the item, its label, and the packaging. Please do not dispose of the item or packaging until we have reviewed your request.
Once we have reviewed the issue, we will explain the available solution. Depending on the circumstances, this may include a replacement, refund, or other appropriate remedy.
Refunds
We will email you after your return has been received and inspected. If the return is approved, the refund will be issued to your original payment method.
After we issue the refund, it may take approximately 5 to 10 business days to appear in your account, depending on your bank, card issuer, or payment provider.
We cannot send a refund to a different card, account, or payment method. Return shipping costs paid by the customer are not refundable unless we confirm that the item was damaged, faulty, or incorrect.
Exchanges
If you need a different size or item, contact us at support@eleanor-finch.com. Exchanges depend on product availability and the circumstances of your request.
If a direct exchange is not available, we may ask you to return the original item for a refund and place a new order.
Order cancellations and changes
If you need to cancel or change an order, contact us as soon as possible at support@eleanor-finch.com.
We will do our best to help, but we cannot guarantee a cancellation or change after an order has entered processing or has been shipped. If the order can no longer be canceled, you may request a return after receiving it in accordance with this policy.
Applicable consumer rights
Nothing in this policy excludes or limits any rights or remedies that cannot legally be excluded or limited under applicable consumer protection law.
Contact us
For questions about a return, refund, exchange, or order, contact:
Eleanor & Finch
Operated by BrooksJourney
Email: support@eleanor-finch.com
Website: eleanor-finch.com
KVK number: 76347249
Registered business address: Marnixstraat 101H, 1015 VG Amsterdam, The Netherlands
Our registered business address is not a walk-in store or return address. Please contact us before sending any return.