Refund policy
Returns, Exchanges & Refund Policy
We truly want you to love your Nancy Eleanor piece. If something isn’t quite right, we’ve made our returns process simple, transparent, and fully self-service.
How to Start a Return/Exchange
All returns and exchanges are initiated through our Returns Portal.
- Visit our Returns Portal
- Enter your order number and email address
- Select the item(s) you wish to return
- Choose your return reason
- Follow the guided steps provided
This system allows for faster processing, clear tracking, and a smoother experience.
Return Window
Return or exchange requests must be submitted within 48 hrs of receiving your order.Requests outside this window will not be approved.
Item Eligibility
To qualify for a return or exchange, items must be:
- Unworn and unused
- In original condition
- With all tags attached
- Free from stains, makeup, perfume, odors, or damage
- Returned in original packaging where possible
Proof of original purchase or validated order reference is required.Items that do not meet these conditions will be declined and returned to you.
Exchanges & Store Credit
Because many of our pieces are produced in limited quantities, we prioritize:
- Size exchanges
- Store credit options
These are available through the portal once your return is approved.
Refund Policy
We do not offer refunds for change of mind, sizing issues, or personal preference.Refunds are issued only under the following condition:
- The item received is damaged or defective, and
- A replacement or exchange is not available because the item is out of stock
When approved, refunds are issued to the original payment method used at checkout within 4 Business days.Shipping fees are non-refundable unless the return is due to our error.
Damaged or Incorrect Items
If you receive a damaged or incorrect item, please submit your request through the Returns Portal within 48hrs of delivery and include clear photos. These cases are handled as a priority.
Return Shipping
Return shipping responsibilities are shown during your portal request and depend on the reason for return. Full instructions are provided once your request is submitted.
Non-Returnable Items
We cannot accept returns for:
- Final sale items
- Gift cards
- Items marked non-returnable
- Worn, altered, or damaged items not due to our error
Return Processing Time
Once your return is received, please allow 24Hrs for inspection and processing. You will receive an email confirmation once your return has been approved.
Tracking Your Return
You can track the status of your return at any time through the Returns Portal.If you need additional assistance, our support team is always happy to help.Reach Out to us on +254722541473.
Our Commitment
Our returns system is designed to be efficient, respectful of your time, and fair to both you and our brand. We appreciate your understanding and support of our policies, which allow us to continue creating thoughtfully made pieces in limited quantities.