Refund policy
Return & Refund Policy
If your order hasn't worked out, we'd like to sort it out with as little friction as possible. This page explains what you can return, how long you have, and what to expect once we receive it.
Am I eligible for a return?
You have 30 days from the day your order arrives to request a return. To be accepted, the item needs to meet all of the following:
- Returned in its original condition, with the original packaging
- Free of damage beyond what normal handling and inspection would cause
- Clean, in the case of items worn against the body or used in bedding
- Sent back at your own cost — return postage isn't covered
- Accompanied by a valid return authorisation from our team (see below)
We inspect every return on arrival. Items that show signs of use, alteration, or damage that didn't happen in transit may be declined or refunded in part.
Handmade variation is not a defect
Our pieces are made to order by hand. Colour, pattern placement, binding, and stitching can vary by roughly 20% from the photographs, and finished dimensions can differ by 1–3 inches. This is characteristic of the process rather than a fault, and variation on its own isn't grounds for a defect claim — though it doesn't affect your normal 30-day return right.
Multiple sizes of one item
If you order the same product in several sizes during a promotion, we may not be able to refund the full amount on all of them. Please check the size guide on the product page before ordering — it's on every listing that offers multiple sizes.
Starting a return
Email info@eleanor-byron-bay.com with:
- Your order number
- Which item(s) you're returning and why
- Photographs, if the item arrived damaged or faulty
- The name and address the order was placed under
We'll reply with return instructions and the correct address. Please don't post anything back to the return address printed on the parcel — it won't reach us, and we can't refund items sent there.
Use a tracked service. Parcels that go missing on the way to us can't be refunded, and without tracking we have no way to confirm they were sent.
Refunds
Once your return arrives and passes inspection, we'll refund the original payment method. Returns are processed within 7 business days of reaching our warehouse; your bank or card issuer may take a few days longer to show the credit.
Where a volume discount applied to your order (15% on 2 items, 20% on 3, 25% on 4 or more), returning items may drop the order below the discount threshold. In that case the refund is calculated on the price actually paid after the discount, not the full list price.
Cancelling an order
Orders can be cancelled up until they enter processing. Fulfilment begins automatically and quickly, so email us as soon as you decide — we'll cancel if we can. Once an order has shipped it can't be cancelled, but you can return it under this policy after it arrives.
International returns
Returns are handled through our overseas warehouse. You're responsible for return postage, tracking, and any customs paperwork the carrier requires. Please mark return parcels clearly as returned goods so they aren't held or charged duty on arrival.
Contact
Questions about this policy: info@eleanorbyronbay.com We reply within 24–48 hours, Monday to Saturday.