Refund policy
Returns & Cancellation Policy
Eleanor & Grace Charleston
Please read our Returns & Cancellation Policy carefully. By placing an order on our website, you agree to the terms outlined below. No exceptions will be made.
We aim to keep our policies clear, fair, and transparent for every customer.
Order Cancellation
We understand that you may need to cancel your order shortly after placing it.
Cancellation Timeframe
• Orders may be cancelled within 12 hours of purchase.
• During this initial window, orders typically have not yet entered processing.
To request a cancellation, please email:
support@eleanorgracecharleston.com
Include your order number in the subject line for faster assistance.
Orders Already in Processing
After 12 hours, your order may already be:
• Processed
• Packed
• Preparing for shipment
• Shipped or transferred to the courier
Once your order has reached any of these stages, cancellation is no longer guaranteed.
In this case, we kindly ask that you wait until your order arrives. You may then initiate a return request in accordance with the return policy below.
Please note:
Orders cannot be cancelled after 24 hours due to our automated processing system.
We will always do our best to assist you.
Returns
Return Timeframe
You have 30 days after receiving your product to request a return.
If more than 30 days have passed, we are unfortunately unable to offer a refund or exchange.
Return Conditions
Returned items must be:
• Unused
• In their original packaging
• In the same condition as received
For products where hygiene is important, the item must be thoroughly cleaned before starting the return process.
Damage Due to Personal Use
We are not responsible for damage caused by:
• Misuse
• Negligence
• Improper handling
Only manufacturing defects are covered under our return policy.
Non-Returnable Items
For hygiene reasons, certain products cannot be returned, including:
• Underwear
• Lingerie
• Other sealed hygiene items (once opened)
How to Start a Return
To request a return, please email:
support@eleanorgracecharleston.com
Include the following:
• Your order number
• The reason for the return
• A photo of the item (if damaged)
• Your contact information
Refund Procedure
Once we receive and inspect your return, you will be notified via email whether your refund has been approved or rejected.
If approved:
• Refunds are processed within 30 days
• The refund will be issued to your original payment method
Delayed or Missing Refunds
If you have not received your refund after 30 days:
• Double-check your bank or credit card account
• If the issue persists, contact us at support@eleanorgracecharleston.com
Return Costs
• Return shipping costs are the responsibility of the customer
• Shipping costs start at $25
• We recommend using a trackable shipping method
• We are not responsible for returns lost in transit
Return Address
Returns must be sent to Asia.
Full return instructions and address details will be provided after your return request has been approved.
Defective or Incorrect Items
If you receive a defective or incorrect item:
• We will send a replacement at no cost
• If the issue repeats on the second delivery, you will receive a full refund
Questions?
For any further questions, please contact:
support@eleanorgracecharleston.com
We are here to assist you and will always do our best to help.