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Find answers to your most common questions. Explore our FAQ section to get detailed information on orders, shipping, returns, and more.
We are here to help make your shopping experience as pleasant as possible.

Orders

1. How can I place an order?

To purchase EleonorArts products it is necessary to place an online order through our store. All you have to do is select the desired products, add them to the cart and proceed with the purchase, completing the payment and entering the requested data.

2. Do I have to create an account?

To make a purchase it is not necessary to register, however it is possible to create an account for free or when ordering on the Checkout page or on the "My Account" page. To register and create your personal account, simply access the "My Account" page, enter your username, an email address and a password in the "Registration" section. By clicking on "Registration" the user will have completed the registration of their account. Subsequently, a confirmation email will be sent to you with the link to the page of your newly created account. Through this personal account you will be able to: view your recent orders, manage your shipping and billing addresses, change your password and account details.

3. How can I sign up for your newsletter to receive promotions and discounts?

It's simple, to subscribe to the newsletter you must enter your email address in the appropriate field at the bottom of the site's homepage, or by sending us a message from our contact form on the Contact Us page. Remember to accept the privacy policy and confirm your subscription once you receive the first welcome email.

4. Can I change or cancel an order?

You can modify or cancel an order up until it is shipped. Once the package has been sent and the shipping confirmation email has been received, a modification or cancellation of the order is impossible. 

Payments

1. How can I pay for my orders?

The payment methods available are:
  • through the ShopPay app which accepts all types of credit cards credit and the Apple Pay and Google Pay payment gateways
  • PayPal, with or without an account
  • Bank transfer. In this case, the preparation of the order and the sending of the goods takes place exclusively after receipt of the payment credit.
Each payment is safe and controlled. For further information you can consult the Terms and Conditions of Service
page

2. Can you pay on delivery?

No, sorry, but payment on delivery is not available at the moment.

3. My payment failed

If your payment was not successful, you may find the cause of the failure among these options:
  • Insufficient credit card balance
  • Security checks failed
  • Card expired
Possible solutions are: re-enter your details or choose a other type of payment.

Returns

1. Can I return a purchased product?

Of course, if you have received a product that does not conform to the one ordered or that does not meet your needs, you can return the item received. The shipping costs will be paid by you if it is a change of heart or by EleonorArts if the product does not comply, or if it has imperfections or breakages. To make a return you can contact our customer service who will provide you with all the information to fill out the RETURN FORM and return the goods.
Our policy provides for a deadline of 14 days for returns. If 14 days have passed since the date of purchase, unfortunately we cannot offer you a refund or exchange. To be eligible for a return, the item must be intact and in the same condition you received it. It must also be in its original packaging. Be careful because returns are excluded for different types of goods.

2. How and when will I receive the money for the item I returned?

Once the return has been received and inspected, we will send you an email to notify you that the item has been received. We will also notify you when your refund request is approved or denied. If your request is approved, your refund will be processed and a credit will automatically be applied to your card or original payment method, within a certain number of days.
To be eligible for a refund for products returned as a change of heart, these must retain the characteristics they had at the time of purchase, therefore they must be in "like new" condition and ready to be resold. All original seals, labels, boxes or wrappings must be intact. In the absence of this important requirement, the product will be considered "used" and will therefore be returned to the sender with shipping costs charged.

3. Have I received a damaged, defective product that is different from the photo I take?

If you receive a broken or defective product or one that does not conform to the one ordered, write to customer support via our email address shop@eleonorarts.it or the chat on our shop. You will be asked to send us photographs to confirm the non-compliance of the product. EleonorArts will have the right to choose whether to replace the product with a new one or proceed with the refund. It is your responsibility to report the defect and/or problem with the product within 30 days of receiving it.

4. Can I return any product?

No, you can make a return for all products that do not conform to those ordered or are defective  and, within 14 days, for those that do not meet your needs and for change of mind and for the latter with the exception of personalized products. In fact  pursuant to art.59 of legislative decree 06/09/2005 n. 206 (Consumer Code), the right of withdrawal does not apply to products made to measure or clearly personalized.

Products

1. How can I find an item that I know about or that I have already purchased previously and it is no longer present on the site?

If you are looking for an item that is no longer present on the site, it could be a product belonging to an old collection that is no longer in production. If you want confirmation in this regard, ask customer service for information via chat on our website, by sending an email to shop@eleonorarts.it or a message from our social channels or from the form on the Contact Us page.

2. Can I have a customization on a product?

All the features relating to it are indicated on the product page, including whether it is only handmade or whether it is also customizable. In the case of a product that is not  customizable, we invite you to get in touch with customer service via chat on our website, by sending an email to shop@eleonorarts.it or a message from our social channels or from the form on the Contact Us page.

3. Are your products all identical and mass-produced?

Tutti i prodotti presenti su eleonorarts.it sono realizzati a mano con metodi artigianali, non in serie ma solo in limitate tirature per volta. Di conseguenza potrebbero presentare piccole imperfezioni produttive. Tali piccole imperfezioni e difformità, vanno considerate garanzia della fattura artigianale del prodotto e non costituiscono alcun diritto a rimborso/risarcimento/sostituzione salvo che le stesse non siano tali da pregiudicare l’aspetto e/o la funzionalità dell’oggetto. Abbiamo fatto ogni sforzo possibile per mostrare colori e immagini fedeli dei prodotti presenti nel negozio. Tuttavia non possiamo garantire che i colori visualizzati sullo schermo del tuo computer siano accurati.
Inoltre EleonorArts realizza anche lavori su commissione, con ampia personalizzazione. La merce personalizzata verrà realizzata sulla base delle informazioni e delle indicazioni date dal cliente  tramite e-mail inviata all’indirizzo: shop@eleonorarts.it o direttamente sul sito in fase di ordine.

Shipping

1. What are the delivery times?

La consegna da parte del corriere avviene indicativamente in 4/6 giorni lavorativi a partire dal giorno lavorativo successivo a quello di spedizione (sabato e festivi esclusi), in Italia, in 6/10 giorni circa per le spedizioni nell'Unione Europea e in 10/20 giorni circa per le spedizioni internazionali. Appena inviata la merce l’acquirente riceverà un e-mail di conferma. Le spedizioni non vengono effettuate nei week end e nei giorni festivi.
I prodotti acquistati saranno consegnati tramite un corriere a scelta di EleonorArts all’indirizzo indicato dal cliente al momento dell’ordine. Ai tempi di spedizione del corriere bisogna aggiungere i tempi occorrenti per la preparazione del pacco. Questo periodo può essere solo un giorno per prodotti subito disponibili e senza personalizzazione a una o più settimane nel caso di prodotti da creare e se prevista anche la personalizzazione, comunque al massimo entro e non oltre 30 gg. dalla data dell'ordine riceverete il vostro acquisto.

2. Deliveries abroad

EleonorArts will only accept orders to be delivered in the following countries: Italy, the European Union, Canada, Mexico and the United States, using national and international couriers which may vary depending on the needs and requirements of the case. If your destination country is not among the list of delivery countries, do not hesitate to write to customer service who will resolve any problems.

3. Shipping costs

Le spese di spedizione variano a seconda della destinazione. 
In Italia il costo di spedizione è 9,90 € mentre è gratuita per ordini superiori a 49 €. Per le spedizioni nell'unione Europea il costo è di 29 € invece nei paesi internazionali è di 39 €. Questi prezzi possono essere soggetti a variazione. Per avere una stima del valore delle spese non dovresti fare altro che aggiungere i prodotti che desideri al carrello, aggiungere l’indirizzo di spedizione e in automatico il sito calcolerà le esatte spese di spedizione.
Inoltre, per tutte le spedizione fuori dalla UE questi costi (tariffe doganali, franchigie e dazi) sono invece dovuti e la loro definizione segue criteri molto variabili. Ogni nazione ha la propria legislazione e le proprie regole in materia. Ogni singolo stato di solito, mette a disposizione informazioni precise in rete relative alle regole di tassazione.  Per informazioni relative all’ammontare dei dazi e delle eventuali tasse, e alle modalità di sdoganamento delle merci, si consiglia di contattare i competenti Uffici Doganali del Paese di destinazione.

4. How do I know the status of my order?

As soon as you complete the order on our shop you will receive an order confirmation. Depending on the order itself, a few days will pass before you receive further communication of shipment: this is in fact the time needed to recover the products you ordered or create them if they are not available, add customizations if required and package each item as best as possible. Product purchased to preserve any breakage. Once the package has been sent you will receive a shipping confirmation email with tracking number, so you can follow the delivery process.
If during the purchase phase you have Even if you have created an account, in your reserved area you can  view your orders, manage your shipping and billing addresses, change your password and account details.

5. How can I track my package?

As soon as your order has been shipped you will receive a shipping confirmation email. In this email you will also find the tracking code of your package and information on the courier who will deliver it to you. To get more information about it, we recommend using the courier's official website (for example SDA/Poste) by entering your tracking number. Or you can also use our online chat by clicking on Track my order and entering all the data.