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Frequently Asked Questions
Do you offer free shipping?
Yes. Shipping is free Australia-wide on every order, with no minimum spend. We do not deliver to PO boxes, military addresses or restricted areas.
How can I track my order?
We will email a tracking link when your order is dispatched. You can also use our Track Your Order page. Check your spam folder if you cannot find the dispatch email.
What is your return policy?
Contact us at support@eleanormelbourne.com within 30 days of delivery to arrange a return. For change-of-mind returns, items must be unused, unworn, unwashed and in their original condition. Include the original packaging where possible. Return postage to our fulfilment centre in China is paid by the customer unless the item is faulty, damaged or incorrect.
We charge no restocking fees. Approved refunds are processed to your original payment method within 3–5 business days after inspection. Your rights under Australian Consumer Law are unaffected. See our Refund Policy.
Can I change or cancel my order?
Contact us as soon as possible if you need to change or cancel an order. We will confirm whether it can still be updated before dispatch. Once dispatched, it can be returned under our Refund Policy.
What payment methods do you accept?
All prices and payments are in Australian dollars (AUD). You can use the payment methods displayed at checkout, including supported cards and digital wallets.
How can I contact Eleanor Melbourne?
Email support@eleanormelbourne.com or use our Contact page. Customer service hours are Monday to Friday, 9am–5pm, and Saturday, noon–5pm, Melbourne time. We are closed on Sundays and public holidays and aim to reply within 24 hours during service hours.


