Our Commitment to Your Satisfaction

At Eleanor’s Beauty Empire, we are dedicated to providing you with high-quality beauty products and a delightful shopping experience. We understand that sometimes a return or refund is necessary. This policy outlines our guidelines to make the process as smooth and fair as possible.

1. Eligibility for Returns

We gladly accept returns on eligible items within 7 days of the original purchase date. To be eligible for a return, items must meet the following general conditions, and specific conditions based on product category (see below):

  • Unused and Unworn/Unopened: Products must be returned in their original, unworn (for wigs and apparel), unopened and unused (for makeup and skincare), and in the same condition you received them.
  • Original Packaging: Items must be returned in their original packaging, including all tags, seals, labels, protective materials, and any included accessories or promotional items.
  • Resalable Condition: The product and its packaging must be in resalable condition, free from damage, markings, odors, or missing parts.
  • Proof of Purchase: You must provide a valid proof of purchase, such as your order confirmation email or order number.

2. Items Not Eligible for Return

For hygiene, safety, and custom nature reasons, certain items are not eligible for return unless they are defective or damaged upon arrival.

Wigs:

  • Opened or Worn Wigs: For hygienic reasons, wigs that have been opened, worn, styled, cut, or had lace cut are not returnable. Please ensure you are certain about your wig choice before opening the packaging and attempting to wear it.
  • Wig Care Products (if sold): Opened wig care products are non-returnable.

Makeup and Skincare Products:

  • Opened or Used Makeup/Skincare: This includes but is not limited to foundations, powders, lipsticks, eyeshadows, creams, serums, etc., that have been opened, used, tested, or had safety seals broken.
  • Makeup Tools (if hygiene-sensitive): Opened and used makeup tools like brushes, and sponges are non-returnable for hygiene reasons. (Tools still in sealed, original packaging may be returnable if eligible otherwise).

Apparel (Women’s & Men’s Wear):

  • Worn or Altered Apparel: Clothing that has been worn (beyond trying on for size upon initial receipt), washed, altered, or damaged by the customer is not returnable.
  • Items without Original Tags: Apparel must be returned with all original tags attached.
  • Intimate Apparel (if applicable): For hygiene reasons, underwear or items specified as intimate apparel are not returnable once opened or tried on.
  • Bespoke or Custom-Made Fashion: Bespoke or custom-made clothing is generally non-returnable unless there is a manufacturing defect or it does not meet the agreed-upon specifications at the time of order. Please ensure measurements and customization details are accurate when placing a custom order.
  • Fashion Accessories:
  • Jewellery (Earrings, Pierced Items): For hygiene reasons, earrings and other pierced jewellery that have been opened or tried on are non-returnable. Other jewellery items (necklaces, bracelets, rings excluding pierced types) may be returnable if in original condition and packaging, unopened/unused and unworn.
  • Opened Hygiene-Sensitive Accessories: Any accessories that are clearly hygiene-sensitive once opened and used.
  • Sale Items: Items marked as “Final Sale” or purchased during clearance events are typically not eligible for return unless defective.
  • Gift Cards: Gift cards are non-refundable.
  • Promotional Items or Free Gifts: Promotional items or free gifts received with a purchase are not eligible for return or exchange and must be returned if the qualifying purchase is returned.

3. Reasons for Returns We Accept

We accept returns for the following reasons:

  • Damaged Items: If you receive an item that is damaged during shipping, please contact us immediately upon receipt with photographic evidence of the damage to both the product and the packaging.
  • Defective Items: If you receive a product that is defective or has a manufacturing flaw, please contact us within 7 days of receipt with details and, if possible, photographic evidence of the defect. For bespoke fashion, defects must be reported within 7 days of receipt.
  • Incorrect Items: If you receive an item that you did not order, please contact us immediately. We will arrange for the correct item to be sent to you, or offer a full refund upon return of the incorrect item.
  • Apparel Sizing Issues (Ready-to-Wear Only): For ready-to-wear apparel only, we may accept returns for sizing issues if the item meets all other return eligibility criteria (unworn, tags attached, original packaging, etc.). Please carefully review our size charts before ordering. We do not guarantee exchanges or returns due to sizing for bespoke/custom-made fashion.

4. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Email our Customer Support team at info@eleanorsbeautyempire.com with the subject line “Return Request – Your Order Number. In your email, please include:
  • Your Order Number
  • The item(s) you wish to return
  • The reason for your return (be specific, e.g., “damaged wig upon arrival,” “defective eyeshadow palette,” “incorrect size dress”)
  • If applicable, attach photos of damaged, defective, or incorrect items. For apparel sizing issues, specify the size you ordered and why it doesn’t fit.

2. Return Authorization: Our Customer Support team will review your request and, if approved and meets our policy requirements, will issue a Return Authorization (RA) number and provide return instructions, including the return shipping address.

3. Packaging Your Return: Carefully package the item(s) in their original packaging and ensure secure sealing to prevent damage during transit. Clearly write the RA number on the outside of the return package.

4. Shipping Your Return: You are responsible for return shipping costs unless the return is due to our error (damaged, defective, or incorrect item). For returns due to apparel sizing issues (ready-to-wear only), you are responsible for return shipping. We recommend using a trackable shipping method and obtaining shipping insurance, as we are not responsible for items lost or damaged in transit during return shipping.

5. Refunds

Once your return is received and inspected, we will email you to notify receipt and the approval or rejection of your refund.

  • Approved Refunds: If approved, a refund will be processed to your original payment method within 7-10 business days. Processing times vary by payment provider.
  • Rejected Returns: If rejected, we will email you the reason and may offer to ship the item back to you at your expense.

6. Exchanges

We currently do not offer direct exchanges. For a different product, colour, or item, return the original (if eligible) for a refund and place a new order. Sizing exchanges for apparel are not guaranteed and are handled on a case-by-case basis for ready-to-wear items only, subject to availability and return eligibility. Contact customer support to inquire about sizing exchange possibilities for ready-to-wear apparel before initiating a return, and we will advise on feasibility. Exchanges are not offered for bespoke or custom-made fashion.

7. Shipping Costs

  • Original Shipping Fees: Original shipping fees are non-refundable unless the return is due to our error (damaged, defective, or incorrect item).
  • Return Shipping Fees: You are responsible for return shipping costs unless the return is due to our error. For apparel sizing returns (ready-to-wear), you are responsible for return shipping. In cases of our error, we will provide a prepaid return shipping label.

8. Product-Specific Return Considerations

  • Wigs: Returns are strictly limited to unopened, unworn, defective, or damaged conditions. Hygiene is paramount.
  • Makeup & Skincare: Returns only for unopened, unused, defective, or damaged products due to hygiene reasons.
  • Apparel: Ready-to-wear apparel returns are possible for size issues within the policy if unworn, with tags. Bespoke fashion returns are very limited, primarily for manufacturing defects or failure to meet agreed specifications.
  • Accessories: Hygiene-sensitive accessories (like earrings) are non-returnable once opened. Other accessories are returnable if unused, in original condition, and in packaging.

9. Contact Us

For questions or concerns about our Refund and Returns Policy, contact Customer Support:

10. Policy Updates

Eleanor’s Beauty Empire reserves the right to modify or update this Refund and Returns Policy at any time without notice. Changes are effective immediately upon website posting. Review this policy periodically for updates.