Eleanor Shadow logo, saying Eleanor Shadow, Fibre with a Twist

Terms and Conditions - Eleanor Shadow


Eleanor Shadow is a handcrafted items business, so processing times will vary according to the product in question.

Ready-made items are processed in 3-5 days, and most dyed-to-order items also have a 3-5 processing time plus Shipping. Other made-to-order items such as custom needle felted sculptures can take up to 8 weeks or more to be created and shipped.

Oftentimes, orders process faster than stated but I 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 (also referred to as “ready-made”) and ready to ship or if the product is ordered before it’s created (“made-to-order,” “dyed-to-order,” “custom made”).

Both are handmade but 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’d love to create a new product just for you. Please contact me for a quote.

Custom orders have a lengthier processing time. We’ll need to discuss the details before you make a purchase.


I normally use Royal Mail to post. 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. I cannot be help responsible for items lost in the mail due to incorrect data provided.

International Shipping

I happily support and love my international customers.

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

I’m not responsible for duty or brokerage fees for international shipping. These charges come from your country during importation of your package and are out of my control.

I 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. If you’d like your parcel to be tracked, you will be required to purchase a shipping upgrade.

Cost Calculations

I do my best to apply fair shipping costs to each order.

Shipping costs are calculated automatically during checkout using the IP address of your device. If using a VPN (Virtual Private Network or other IP-masking technology) the system will calculate shipping according to the country IP the VPN is using.

Minimum spending to qualify for free shipping:

UK – orders over £35
Europe – orders over £60
Canada, Africa, Asia, South America – orders over £120
USA – orders over £120
Australia, New Zealand – orders over £150

BREXIT: due to the new Brexit regulations, exports to EU countries may be subject to additional taxes and/or VAT. Eleanor Shadow cannot be held responsible for these and it is up to the customer to ensure they are willing to pay for these charges before making a purchase.

All parcels returned because they haven’t been picked up or where duty payment has been refused will incur a fee that will be retained if a refund is asked for (within the 30-day refunds timeframe). Custom orders are non-refundable.


Selecting “expedited shipping” during checkout for ready-made items means you have chosen the Royal Mail option that should get the parcel fastest to you. I am not part of Royal Mail and can’t guarantee this will be the case, but usually they are pretty accurate in normal circumstances.

Expedited Shipping does not ensure a faster processing time. Custom orders will still need time to be completed and this does not move the completion time forward.

Usual timelines for dispatched order are as follows:

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 and refunds or exchanges won’t be possible after the 30 days have elapsed, unless something exceptional has happened such as a delivery mistake/Customs delay that the responsible party has admitted to (I will require proof of such admission written by the responsible party).These exceptions will be considered on an individual basis but can’t be guaranteed to be accepted.

All parcels returned because they haven’t been picked up or where duty payment has been refused by the buyer will be considered received and no refunds will be processed unless under very exceptional circumstances. I will charge a returns fee, and initial shipping charges will be waived by the buyer in any case.

Personalised and/or customised goods are exempt from being returned by law unless the product arrives defective. In the case of damaged items, I will require photographic evidence of damage to share with the shipping company and start a claims process. I ask that you be understanding of the time it might take to get this process underway, since it is out of my control.

To complete your return, a receipt or proof of purchase is required (your email order confirmation can be used as receipt, provided the information can be verified on my end).

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


You have 30 days after the purchase to ask for a refund. This refund is conditional to the item purchased being in the same condition as it was sold (new, undamaged, unused and fit for resale).

Once your return is received and inspected, I will send you an email to notify you that I have received your returned item, and of the approval or rejection of your refund. Refunds will be rejected if the item has signs of having been used, has been damaged by the buyer and/or is unfit for resale.

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 defined by the payment platform (which I don’t control). Unless the item is defective, the original shipping charges are not part of the refund.

Sale items are non-refundable.

Late or missing refunds

If you haven’t received a refund a week after it’s been processed, 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 [email protected]

Sale items

Only regular priced items may be refunded, sale items aren’t refundable.


I only replace items if they are defective or damaged.  If you need to exchange it for the same item, email me at [email protected]


To return your product, you will need to contact me so I can provide you with the correct address to do so.

Unless the item is defective, you are responsible for paying for your own return shipping costs. Shipping costs are non-refundable.

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

If you are returning an item over £50, you should consider using a trackable shipping service with shipping insurance. I can’t guarantee reception of your returned item with an untracked service. I will require proof of shipping for all returned items.

Last updated November 2023