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Customer Service



We take great care to develop our products and ensure that every item you purchase from LOUISE & ELEANOR exceeds your expectations. If you are unhappy with a purchase you've made, please read our return/exchange policy and we will work with you to make your purchase worthwhile.

We look forward to serving you! Should you have any questions, please feel free to contact us.

Shipping & Delivery

 

How can I track my order status?

LOUISE & ELEANOR sends you an email upon receipt of payment, and then when your order has been processed, you will receive a second email confirming shipment; this second email will include your tracking number. You can track your package using this number at www.usps.com. If you have any other questions, please contact us via email at:  Megan@louiseandelanor.com.

How will I know that my order was accepted?

You will receive an email from LOUISE & ELEANOR as soon as payment has gone through. This email will confirm your order

What method of payment does LOUISE & ELEANOR accept?

VISA, Mastercard , American Express and PayPal.

When are orders shipped?
LOUISE & ELEANOR prides itself on making every effort to ensure your in-stock order is shipped out to you the same day. The faster you get it, the faster we can hear how much you love it! Orders placed Monday through Friday before 11:00 a.m. PST will be shipped the same day. Orders placed Monday through Thursday after 11:00 a.m. PST will be shipped the following day. All orders placed Friday after 11:00 a.m. PST through Sunday will be shipped the following business day. You will receive an e-mail confirmation once your order has shipped. Please note:  No orders will be shipped on National Holidays or weekends.

Orders that request Overnight or 2nd Day Air shipping will be shipped the same day, if placed by 2 p.m. PST.


Do you ship outside the United States?
Yes!  LOUISE & ELEANOR is happy offer international shipping. Once you are ready to check out, refer to “Shipping Methods and Costs.”

Can I receive an order at a P.O. Box?
LOUISE & ELEANOR only ships to valid residential addresses; no P.O. Boxes, please.

How much will it cost to ship my order?
We ship according to weight, and charge a flat rate per pound to ship across the continental United States.

Please note:  Free Ground Shipping does not apply to international orders or orders shipped to Alaska, Hawaii, and Puerto Rico. Shipments to Alaska, Hawaii and Puerto Rico are only eligible for 2 day or next day shipping. Please add $10.00 to the rates above for any shipment to Alaska, Hawaii or Puerto Rico.

*Shipping rates are subject to change.

*Orders with giftwrap options may require an additional business day for processing.

Privacy & Security

Are my credit card and billing information secure?
Yes. Our website and shopping cart are secured with Secure Sockets Layer technology, so information sent within the site is safe and encrypted.

 

Are my email address and other personal information secure?

LOUISE & ELEANOR will never share your e-mail address or personal information with any third parties outside of the terms of our Privacy Policy. For more details on our Privacy Policy, click here.

Returns & Replacements

LOUISE & ELEANOR gladly accepts returns of unused, unwashed, full-priced merchandise with all tags attached and a copy of your packing slip within 14 days of receiving your item(s) for a full refund. LOUISE & ELEANOR cannot accept returns of any sale or marked down items.

For a full refund, returns must be received within 14 days of the original date of receipt. Additionally, returns will only be accepted by contacting Megan@louiseandeleanor.com prior to returning your product. Please indicate on your invoice which item(s) you are returning, and whether you'd like a refund or exchange (if exchanging, please see the “Exchanges” section). Returns will not be accepted after 14 days of original delivery. WE DO NOT ACCEPT RETURNS ON PRODUCTS THAT WERE NOT PURCHASED VIA THIS WEBSITE.

Please send returns to:

LOUISE & ELEANOR

505 West Olive Ave #300

Sunnyvale, CA 94086

 

If worn or used items are received for return or exchange, your account will be charged $15 and the items will be returned to you. 

The customer is responsible for return shipping fees. You may ship your return with any company. We recommend using a method with a tracking number or delivery confirmation. We also recommend insuring your return. LOUISE & ELEANOR is not responsible for customer returns that are not received.

Upon receiving the returned garment and request for return, LOUISE & ELEANOR will send a confirmation email that your credit card has been refunded. You can expect a refund within 14 days of LOUISE & ELEANOR’s receipt of the returned product. Shipping costs will only be refunded if your return is due to a manufacturer error or our own shipping error. Refunds can only be issued to the card used for purchase.

We cannot refund gift items. If you received the item(s) as a gift, you may exchange it for an item(s) that is/are of equal or higher value (please see "Exchanges" section for more information).

LOUISE & ELEANOR is happy to exchange unused, unwashed, full-priced items within 14 days from their original date of delivery. LOUISE & ELEANOR cannot accept exchanges on any sale or marked down items. Exchanges do not include the costs of shipping, handling, giftwrap and/or other charges. Exchanges will not be accepted after 14 days.

To exchange, please send the unused, unwashed item in its original condition with all tickets attached and a copy of your invoice within 14 days of original delivery. Additionally, exchanges will only be accepted by contacting Megan@louiseandeleanor.com prior to returning your product for exchange. Please indicate on your invoice which item(s) you are exchanging and the product(s), including item(s), color(s) and size(s) that you wish to exchange it for. Items will not be exchanged if received after 14 days of original delivery.

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