REFUND POLICY

Return & Shipping Policy

ELEANOR’S KNITWEAR Banff

Please read this policy carefully before making a purchase. By placing an order with ELEANOR’S KNITWEAR Banff, you agree to the terms outlined below.

RETURNS & REFUNDS

1. Return Eligibility

We accept return requests within 30 days of delivery.

To qualify for a return:

  • The item must be unused and unworn

  • The item must be in its original condition

  • Original packaging must be included

  • Proof of purchase is required

For hygiene and safety reasons, certain items cannot be returned.

Non-Returnable Items

The following items are final sale:

  • Undergarments and lingerie

  • Tights and hosiery

  • Personal care or skincare products

  • Gift cards

  • Clearance or final sale items

We reserve the right to refuse returns that do not meet these conditions.

2. How to Request a Return

To initiate a return, please email:

📧 support@eleanorsknitwearbanff.com

Include:

  • Your order number

  • Reason for return

  • Clear photo of the item (if damaged or incorrect)

  • Your full name and contact details

If your return is approved, you will receive return instructions.

Returns sent without prior authorization may not be accepted.

3. Refund Process

Once we receive and inspect your return, we will notify you via email whether your refund has been approved.

If approved:

  • Refunds will be issued to your original payment method

  • Processing time may take up to 10 business days after approval

  • Your financial institution may require additional time to post the refund

If you have not received your refund within 15 business days after confirmation, please contact us.

4. Return Shipping Costs

Customers are responsible for return shipping costs unless the item is defective or incorrect.

We strongly recommend using a tracked shipping service, as we are not responsible for lost or undelivered return parcels.

Shipping fees are non-refundable unless the return is due to our error.

5. Damaged or Incorrect Items

If you receive a defective, damaged, or incorrect item:

  • Contact us within 7 days of delivery

  • Provide clear photo evidence

If confirmed, we will:

  • Send a replacement at no additional cost, or

  • Issue a full refund if replacement is not available

6. Order Cancellations

Due to our automated fulfillment process, orders cannot be cancelled once they have been placed.

If you entered incorrect information, contact us immediately. We cannot guarantee changes after processing begins.

SHIPPING & DELIVERY

1. Processing Time

Orders are processed within 1–3 business days (Monday to Friday).

Orders placed on weekends or statutory holidays will be processed on the next business day.

During peak seasons or promotional periods, processing times may be slightly extended.

2. Delivery Time

Estimated delivery time:

  • Canada: 6–12 business days

  • Delivery may take up to 30 days in rare cases due to carrier delays, weather conditions, customs processing, or high seasonal demand.

Delivery timelines are estimates and not guarantees.

3. Shipping Fees

We proudly offer:

✅ Free standard shipping on all orders within Canada
No minimum purchase required.

International shipping fees (if applicable) will be calculated at checkout.

4. Order Tracking

Once your order has shipped, you will receive a confirmation email with tracking information (if available).

Please allow 2–5 business days for tracking updates to appear.

5. Shipping Delays

While we aim to deliver orders within the estimated timeframe, delays may occur due to:

  • High order volume

  • Carrier disruptions

  • Severe weather conditions

  • Customs processing (for international orders)

ELEANOR’S KNITWEAR Banff is not liable for delays caused by third-party carriers.

6. Incorrect Address Disclaimer

Customers are responsible for providing accurate shipping information.

If an incorrect address is provided and the order is returned to us, additional shipping fees may apply.

Contact Information

For any questions regarding returns or shipping, please contact:

📧 support@eleanorsknitwearbanff.com
ELEANOR’S KNITWEAR Banff
Canada