Last updated: 5 June 2026

1. Your right to cancel (change of mind)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the day you receive your order to tell us you wish to cancel. You do not need to give a reason.

Once you have told us, you have a further 14 days to send the item back to us.

Items must be returned unworn and in their original condition and packaging.

2. Faulty, damaged or incorrect items

If your item arrives faulty, damaged in transit, or is not what you ordered, you are covered by the Consumer Rights Act 2015. Your rights depend on how long you have had the item:

• Within 14 days — you may reject the item and receive a full refund.

We pay the return postage on all faulty, damaged or incorrect items. Please email us with photographs of the fault as soon as you notice it.

3. Return postage costs

Faulty, damaged or incorrect items: we pay the return postage.

Change of mind: you are responsible for the cost of returning the item. Our returns are processed at our fulfilment centre in Asia, and return postage from the United Kingdom typically costs more than standard domestic postage. Please take this into account before ordering.

We will confirm the exact return address when you contact us.

4. How to start a return

Email contact@eleanorjewellery.co.uk with:

• Your order number
• The reason for the return, or a description of the fault
• Photographs of the item, if it is faulty or damaged
• Your name and address

We will reply with return instructions and the correct return address.

Please do not send items to the sender address printed on the delivery label. Parcels sent there cannot be tracked or refunded.

5. Refunds

We will refund you within 14 days of receiving the item back, or within 14 days of you providing proof that you have sent it, whichever is sooner. In most cases we process refunds within 7 working days.

Refunds are issued to the original payment method. If you paid for delivery, we will also refund the standard delivery charge.

We do not offer exchanges for change-of-mind returns. If you would like a different item, please return the original for a refund and place a new order. This does not affect your right to a repair or replacement for a faulty item, as set out in section 2.

6. Contact

TC MOTION LLP, trading as Eleanor Jewellery
71–75 Shelton Street, London, Greater London, WC2H 9JQ, United Kingdom
Email: contact@eleanorjewellery.co.uk
Customer service hours: Monday to Friday, 09:00–18:00 (UK time)