Refund policy

We have a 14-day return policy: you have 14 days from the day you receive your item to request a return.

To be eligible for a return, the item must be in the same condition as when you received it, unworn and unused, with its tags and in the original packaging.

To start a return, log in to your account at account.eleonoraluxe.com, select the order and click “Return items”. The form in your account has no separate option for the courier, so please write in the return reason how you want to send the parcel: “I’ll send it myself” or “please send a courier”. You can also email us at eleonoraluxe@gmail.com. Returns must be sent to this address: IDOTAPP DEVELOPMENT SRL, Strada Dudului nr. 41A, Dumbrava Roșie, Neamț County, Romania.

If your return is accepted, we will email you the next steps for the option you chose:

  • You send the parcel yourself, with any courier, to the address above, and pay the courier directly. We do not accept parcels sent cash on delivery (paid by us).
  • We send a courier to pick up the parcel from you. This costs 25 lei, which we deduct from your refund.

Items sent back without first requesting a return will not be accepted. Size exchanges are free.

For any question about your return, email us at eleonoraluxe@gmail.com.

Damages and issues
Please check your order as soon as you receive it and contact us right away if the item is defective, damaged or not the item you ordered, so we can look into it and fix it.

Exceptions / non-returnable items
Some items cannot be returned, such as perishable goods (food, flowers or plants), personalised products (special orders or custom items) and personal care products. We also do not accept returns of hazardous materials, flammable liquids or gases. Contact us if you have questions about your specific item.

We cannot accept returns of gift cards.

14-day right of withdrawal in the European Union
Notwithstanding the above, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without giving a reason. The item must be in the same condition as when you received it, unworn and unused, with its tags and in the original packaging. You will also need the receipt or proof of purchase.

Refunds
Once we receive and check your return, we will let you know whether the refund is approved. If it is, the money is refunded to your original payment method within 10 business days.

If you paid cash on delivery, please email us at eleonoraluxe@gmail.com with:

  • Order number
  • Account holder name
  • Bank account IBAN

You can also write these details in the return reason when you request the return from your account.

Cash on delivery fee
Orders paid cash on delivery include a 5 lei cash on delivery fee in the shipping cost. If you choose delivery with parcel check (35 lei), the cost also includes 7 lei for the check. If you return the order, the 5 lei cash on delivery fee is not refunded, and neither are the 7 lei for the parcel check if you chose it.

Your bank may take extra time to process the refund. If more than 15 business days have passed since we approved your return, contact us at eleonoraluxe@gmail.com.

Legal guarantee
Under EU and Romanian law (Directive 2019/771 and Law no. 449/2003), all products have a 2-year legal guarantee from the delivery date. If a product has a conformity defect (for example a manufacturing defect, or material that does not match the description), you are entitled to repair, replacement, a price reduction or termination of the contract.

Note: the legal guarantee does not cover damage caused by incorrect use or normal wear.

For legal guarantee requests, contact us at info@eleonoraluxe.com

Seller: IDOTAPP DEVELOPMENT SRL