Returns & Refunds Policy
Last updated: 1 August 2026
Important: Return postage is not free for change-of-mind returns. However, if an item arrives damaged, defective or different from what you ordered, Eleonor Elegance will cover the applicable return postage costs in accordance with Australian Consumer Law.
Can I return my order?
Yes. If you are not satisfied with your order, you may request a change-of-mind return within 30 days of the delivery date.
To be eligible for a change-of-mind return, the item must meet the following conditions:
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All parts, accessories and original packaging received with the item must be included.
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The item must be unused and in the same condition in which you received it.
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Items requiring hygienic care must be properly cleaned before being returned.
These conditions apply to change-of-mind returns and do not limit your rights under Australian Consumer Law if an item is faulty, unsafe, damaged, not fit for purpose or does not match its description.
If there is a manufacturing defect or the item was damaged during delivery, please contact us as soon as you become aware of the issue. For further information, please refer to the “Damaged, Defective or Incorrect Items” section.
We may refuse a change-of-mind return if the item shows signs of use or has been damaged for reasons for which Eleonor Elegance is not responsible. If we refuse your return, we will explain the reason to you in writing.
How to make a return
Do not return your item before contacting us.
Our products may be dispatched from several warehouses, and the sender’s address shown on your parcel may not be the correct return address.
If you return an item to that address without contacting us first, we may be unable to receive or track the item or process your refund.
Please contact us at the email address below and include “Return” in the subject line:
Please include the following information in your email:
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Order number
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Full name
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Reason for the return
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Photographs clearly showing any damage or defect
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Your address
As a general rule, we will respond within 3 working days to confirm whether your return has been authorised and provide the correct return address and the necessary instructions.
Please return the item to the address provided. We recommend using a tracked delivery service. Once the item has been dispatched, please send us the tracking number.
We do not publish a return address directly on this page because the correct return address may vary depending on the product and the warehouse from which it was dispatched. This helps ensure your item is sent to the correct return location.
We will always provide the return address to you in writing by email before you send the item back.
Return postage
For change-of-mind returns made under our voluntary 30-day returns policy, you will generally be responsible for the return postage costs.
However, if an item arrives damaged, has a manufacturing defect, does not meet the consumer guarantees under Australian Consumer Law or is different from what you ordered, Eleonor Elegance will cover the applicable reasonable return postage costs.
If you are responsible for the return postage costs, we recommend using a tracked delivery service so that the delivery status of the returned item can be confirmed.
Refunds
Once we receive your returned item, we will inspect its condition and generally notify you of the outcome within 7 working days.
If your return is approved, we will process your refund within 14 days of notifying you of the approval.
Unless we have expressly agreed another method with you, your refund will be issued through the same payment method used for the original purchase. We will not charge you any additional fees for processing the refund.
The time required for the refunded amount to appear in your account may vary depending on your bank, financial institution or card issuer.
The original payment may appear on your statement under the name of the company operating our store or the payment service provider responsible for processing the transaction. Your refund will be issued through the relevant payment method.
Order cancellations
If you wish to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or handed over to the delivery company, we may be able to cancel it and refund the relevant amount.
If the item has already been dispatched from the warehouse, we may be unable to stop the delivery. In this case, please accept the delivery and then request a return in accordance with this policy.
Your rights under Australian Consumer Law
Your rights as a consumer are protected by the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. Products must be of acceptable quality, be fit for any disclosed purpose and match their description.
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under Australian Consumer Law.
Australian Consumer Law does not generally require businesses to provide a refund or exchange simply because a customer has changed their mind. However, Eleonor Elegance independently provides a 30-day change-of-mind returns policy, subject to the conditions set out in this policy.
If an item does not meet the consumer guarantees under Australian Consumer Law, you may be entitled to a repair, replacement, refund or another appropriate remedy, depending on the nature and seriousness of the problem.
Your rights under Australian Consumer Law may continue beyond the 30-day returns period provided by Eleonor Elegance.
If you have any questions about your consumer rights, please contact us at:
When contacting us, please include your order number, the information required to identify your purchase and details of your request.
Statutory remedies
If a product has a major problem under Australian Consumer Law, you may be entitled to choose between a replacement and a refund.
A major problem may include circumstances where the product:
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Is unsafe
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Is significantly different from its description or sample
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Cannot be used for its normal purpose or a purpose made known to us, and cannot easily be repaired
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Has a problem that would have prevented a reasonable customer from purchasing it had they known about it beforehand
If the problem is minor, we may choose to repair the item within a reasonable period. If we cannot repair it within a reasonable period, you may be entitled to a replacement or refund.
Where a refund is required, it will generally be issued through the same payment method used for the original purchase, unless another method has been expressly agreed.
Your rights under Australian Consumer Law apply separately from the 30-day change-of-mind returns policy independently offered by Eleonor Elegance. This voluntary policy does not limit your statutory rights.
Damaged, defective or incorrect items
If your item arrives damaged, has a manufacturing defect or is different from what you ordered, please contact us as soon as possible at:
To help us assess the issue quickly, please provide:
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Your order number
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A detailed description of the issue
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Photographs or a video of the item
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Photographs of the packaging or outer box, where relevant
Once we have reviewed the situation, we will explain the available options based on the individual circumstances and Australian Consumer Law.
If a return is required because the item is damaged, defective, does not meet the consumer guarantees or is incorrect, you will not be responsible for the applicable reasonable return postage costs.
In some circumstances, we may ask you to return the item. We will cover the applicable reasonable return postage costs where the return is required because of our error, damage during delivery or a defect in the item.
You do not need to retain the original packaging to exercise your rights under Australian Consumer Law in relation to a faulty product.
Contact us
For any questions, requests, complaints or other enquiries regarding returns, cancellations or refunds, please contact us at:
Company information
NEVER GOING BROKE AGAIN LTD
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom
Email address:
hello@eleonor-elegance.com
Eleonor Elegance is an online store operated by NEVER GOING BROKE AGAIN LTD, providing services directly to customers in Australia.
Customer support is available by email only. Emails are received daily and answered on working days, Monday to Friday. We usually respond within 48 working hours.
Reference time zone: Australian Eastern Time (AET)
If you are not satisfied with our response, you may seek further information or assistance from the Australian Competition and Consumer Commission, your state or territory consumer protection agency or another relevant dispute resolution body.