Terms - Eleanor Shadow



Our company handcrafts all items, so processing times will vary according to the product in question.

Ready-made items are processed in 3-5 days, made-to-order items can take up to 8 weeks or more to be created and shipped.

Oftentimes, orders process faster than stated but we can’t guarantee a faster processing time.

Made to Order vs. Pre-Made

Please check a listing carefully to understand if a product is pre-made and ready to ship or if the product is ordered before it’s handmade (made-to-order).

Both are handmade but the pre-made is ready to post, whereas the made-to-order products have not yet been created and vary in completion time.




Due to the handmade nature of my business, the product(s) you receive may vary slightly from the product picture.

Care instructions are attached to your yarns and felt sculptures, please follow them carefully to avoid damage.

Custom orders

I love creating new products just for you. 

Please contact me for a quote. 

Custom orders have a lengthier processing time. 

Ask me for details.




Eleanor Shadow uses Royal Mail to post within the UK. Postage is calculated according to the total dimensions and weight of the item(s) purchased.

Shipping Address

Please make sure your shipping address is correct at the time of purchase. Eleanor Shadow cannot be help responsible for items lost in the mail due to incorrect data provided.

International Shipping

We happily support and love our international customers.

We post all International products through Royal Mail or, when exceeding 2kg of weight, Parcel Force.

Eleanor Shadow is not responsible for duty or brokerage fees for international shipping. These charges come from your country during importation of your package.

We will include a truthful and accurate Customs slip when exporting goods. It is a criminal act to falsify customs documents in order to avoid charges, so in no circumstances will this be done.

Royal Mail does not come with a tracking number as standard practice. For this, you will be required to purchase a shipping upgrade.

Cost Calculations

We do our best to apply fair shipping costs to each order. 

Shipping costs are calculated automatically during checkout.

I offer free shipping nationally on all orders over £60 and internationally on all orders over £150


Selecting expedited shipping during checkout does not ensure a faster processing time. Your product may still need an extra amount of time to be handmade.

UK – Royal Mail (1-3 business days after dispatch – no tracking number)
Europe – Royal Mail Airmail (5-7 business days after dispatch – no tracking number)
Rest of the World – Royal Mail Airmail (5-10 business days after dispatch – no tracking number)




This shop’s policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately I can’t offer you a refund or exchange.

Personalised and/or customised goods are exempt from being returned by law unless the product arrives defective. 

To complete your return, a receipt or proof of purchase is required.

Please do not send your purchase back to me without first being specifically asked to do so.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, please check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact me at admin@eleanorshadow.com

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


We only replace items if they are defective or damaged.  If you need to exchange it for the same item, email me at admin@eleanorshadow.com


To return your product, you should mail your product to:
145/3 East Trinity Road
Edinburgh EH5 3DL
United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.