Placing an order with Eleanor Vale is very simple. Once you add an item to your basket, you can complete your purchase by clicking “Place Order”.

You can easily complete the checkout process after logging in automatically. You will be guided through a three-step checkout process (address → payment method → confirmation) to finalise your order.

You may also place an order without creating a customer account. Simply click “Continue” on the registration form and proceed through the same three-step checkout process (your details → payment → order confirmation).

Once your order has been successfully placed, you will receive a confirmation email containing your ordered items, delivery and billing addresses, and the selected payment method.

If you do not receive this email, please check your spam folder or contact us.

If you would like to change or cancel your order, please email us at info@eleanorvale.co.uk within 24 hours of placing it.

Orders are processed within 1–3 business days. Once an order has been dispatched it can no longer be cancelled, but you can still return your items within 30 days of purchase (see “How do I send a return?”).

In principle, there is no minimum order value in our online store. However, there may be a minimum value for certain payment methods; you will be informed of this during the checkout process.

Please contact us directly via email at info@eleanorvale.co.uk and provide important information such as your shipping label, etc. The more complete the information, the faster we will be able to identify and resolve the issue.

Please contact us via email at info@eleanorvale.co.uk. Include your order number, a description of the issue and attach any necessary photos.

After you place your order, we need 1–3 business days to process it. It is then dispatched via Royal Mail, and delivery takes 8–12 business days.

Please allow 9–15 business days in total from placing your order to delivery. Delivery is always free within the United Kingdom.

To track your order, click the tracking link in the shipping confirmation email you received.

If you cannot find the confirmation email in your inbox, it is probably in your spam folder.

Tracking updates may be delayed when the parcel:

• Is held up due to force majeure, such as extreme weather conditions, shipping restrictions, strikes, etc.
• Is subject to local customs procedures.

If you have not received your item(s):

1. Check whether your shipping address is incorrect;
2. Contact the delivery carrier;
3. Check your mailbox or ask neighbours whether they accepted the parcel on your behalf;
4. In rare cases, parcels may be marked as delivered up to 48 hours before arrival.

If you still have not received your item within 3 business days after delivery status, please email info@eleanorvale.co.uk (including your order number and the reason).

An order may be returned to sender or refused for any of the following reasons:

1. Invalid address or missing information;
2. The carrier is unable to deliver your parcel;
3. The order is refused by the customer upon delivery.

Please note that we are not responsible for lost, misplaced or incorrectly delivered items if the address provided at checkout was incorrect.

If you discover that your order has not been delivered, please check the delivery address information in your confirmation email.

If the address is correct, we recommend first contacting the logistics company, as this is the most effective way to locate your parcel and arrange a new delivery.

If you created a customer account, you can log into the website and view your orders in the “Orders” section.

If you have any questions, please contact our customer support team at any time via info@eleanorvale.co.uk.

Once your order has been processed (1–3 business days), it is dispatched via Royal Mail and delivered to your door within 8–12 business days.

Of course. You may receive your order at a different address from your billing address, such as your workplace or a collection point, by selecting one of the available payment methods and entering the delivery address in the “Delivery Address” section.

If you need to change the delivery address, please email us at info@eleanorvale.co.uk within 24 hours of placing your order. After that, your order may already have been processed and dispatched, and the address can no longer be changed.

If the delivery address cannot be found or your order cannot be delivered, the shipment will be returned to us. Once we receive and inspect the return, we will refund the corresponding amount using the payment method selected when placing the order.

You may return items within 30 days of purchase. To start a return, email us at info@eleanorvale.co.uk and include:

• Order number
• Reason for the return
• Photo of the product if it is damaged or defective
• Your full name
• Your address

We will reply with the correct return address. Please do not send the return to the original sender. Return shipping costs are the customer’s responsibility.

As soon as we receive and inspect the returned products, you will receive your refund up to the invoice amount within 14 days, using the payment method selected when placing your order.

Delivery is free on every order, so there are no delivery costs to refund. Return shipping costs are the customer’s responsibility and are not refunded.

If an item arrives damaged or defective, please email us at info@eleanorvale.co.uk within 30 days of purchase, with your order number and a photo of the damage.

You will find all the steps for sending a return in “How do I send a return?”.

You may return items within 30 days of purchase. Return shipping costs are the customer’s responsibility.

You can find full details in our Return Policy and Terms & Conditions.

Refunds are always issued using the selected payment method.

If you paid by credit card, we will refund the value of the returned items directly to your credit card account.