Refund policy

Returns & Refunds

We want you to love your purchase from Eleanora Moon. If you are not entirely satisfied, we are here to help.

Returns Window:  You have 14 days from the date you receive your item to notify us of a return. Once notified, you have a further 14 days to sent the item back to us.

Conditions for Return:  To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging (including crystal pouches or candle boxes).

Exclusions (Non-Returnable Items):  For hygiene and bespoke reasons, the following cannot be returned:

• Earrings (for hygiene reasons).

• Personalised Keepsakes (unless they arrive damaged or faulty).

• Used Candles (once lit).

How to Start a Return:  Please email us at  hello@eleanoramoon.co.uk with your order number.

Return Shipping:  The customer is responsible for paying the return shipping costs. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.

Refunds:  Once we receive and inspect your item, we will process your refund to your original payment method within 5–7 business days.

For our full correspondence address for returns, please contact us at hello@eleanoramoon.co.uk