Shipping Policy

1. Order Processing

All orders are processed within 1–3 business days after payment is confirmed.

Once an order leaves our warehouse and is handed over to our logistics partner for international transit, it is considered shipped. At this point, you will receive an email containing your tracking number and a link to monitor the shipment.

Please note that initial tracking updates may be limited while the parcel is moving through distribution centres or awaiting processing at carrier hubs.

2. Made-to-Order Products & Extended Processing Times

Some products in our collection are made to order, meaning they are custom-produced after an order has been placed.

These items require an additional 3–5 business days of processing time before they are shipped to our logistics partner.

Due to high demand, production volume, or factory capacity, processing times for made-to-order products may occasionally take longer than estimated. While we actively monitor production and work closely with our suppliers, these delays are beyond our direct control.

By placing an order that includes a made-to-order product, the customer acknowledges and agrees that:

Processing times may vary
Shipping timelines are estimates and not guaranteed delivery dates
Extended processing times do not qualify for order cancellation, refunds, or chargebacks

3. Shipping Time

Average delivery time is 7–14 business days, depending on your location and local customs procedures.

Please note:
Shipping times are estimates and may vary due to customs inspections, local postal delays, weather conditions, or high-volume periods such as holidays.

Delays caused by these external factors are beyond our control and do not qualify for a refund.

4. Shipping Network & Origin

All orders are shipped from our logistics partners in China and routed through international distribution centres before being transferred to a U.S. based last-mile carrier.

Shipments are typically handled by international carriers such as YunExpress and Yanwen, or other comparable international logistics providers, and are subsequently delivered by local carriers including Canda Post, UPS, DHL eCommerce, or equivalent services.

During this stage, tracking information may show statuses such as “label created”, “information received”, or similar. This reflects carrier processing and scanning procedures and does not indicate that the order has not been dispatched.

5. Customs & Import Duties

Depending on your country of delivery, customs duties or import taxes may apply. These charges are determined by local authorities and are the customer’s responsibility.

6. Shipping Costs

Shipping costs are calculated at checkout and depend on destination, package weight, and selected shipping method.

In rare cases where additional shipping charges apply, such as remote areas, we will contact you before dispatching the order.

7. Tracking & Delivery Confirmation

Once tracking information shows the order status as “Delivered”, the package is considered successfully received.

We are not responsible for packages that are lost, stolen, or misplaced after delivery confirmation.

Customers are responsible for providing accurate shipping details.
Any address errors or change requests must be reported within 24 hours of placing the order.

If tracking shows “Delivered” but the package cannot be located, customers must contact the local carrier directly. We can assist with the claim process, but replacement or refund decisions are made at our discretion based on the carrier’s investigation.

8. Non-Delivery or Returned Packages

If a package is returned to sender due to an incorrect address, unclaimed delivery, or refusal to pay customs fees, shipping and handling costs may be deducted from any refund issued.

9. Lost Packages

If a package is confirmed lost in transit (no delivery scan and no proof of delivery), please contact us at
📧 info@eleanor-emily.com

We will initiate an investigation with the carrier.
If the carrier confirms loss, a replacement or partial refund may be issued at our discretion.

10. Contact

For questions regarding shipping, delivery, or tracking, please contact us at:
📧 info@eleanor-emily.com

✅ Important Notice

By completing a purchase, the customer acknowledges and agrees to this Shipping Policy, as well as our Return & Refund Policy and Terms of Service.

Orders marked as “Delivered” by the carrier are deemed fulfilled and are not eligible for chargeback or full refund without verifiable proof of non-delivery.