Returns

Eleven:Eleven — Refund & Return Policy

14-Day Easy Returns

Can I cancel my order?

You can cancel your order as long as production hasn’t started.
Once your item enters our automated production and shipping flows, cancellation becomes difficult.

Please contact us as soon as possible.
We’ll do our best to stop the process in time and issue a full refund — but we cannot guarantee it.

My item didn’t arrive, arrived damaged, or I received the wrong item

We work with trusted courier partners, but mistakes can occasionally happen. It’s rare, but if it happens to you, we’re truly sorry.

If your order:

  • arrives damaged
  • arrives incorrect
  • or doesn’t arrive at all

Just let us know within 14 days of receiving the item, and we’ll take care of everything.

As part of our quality guarantee:

  • We’ll send you a free replacement, shipped express.
  • Photos of the issue are very helpful to us and help speed up the process.

If you prefer a refund:

  • The incorrect or faulty item will need to be returned.
  • We will cover the return shipping cost.

If an order cannot be delivered due to repeated failed delivery attempts or due to a customer error (e.g., incomplete address, uncollected parcel), the outbound shipping costs will remain the customer’s responsibility.

I ordered a product and changed my mind

No problem at all.
Contact us and return the item within 14 days of receiving your order.

Eligibility:

  • the item must be unused and unmarked
  • in its original condition
  • in the original packaging

As a small independent brand, customers are responsible for return shipping costs for unwanted items.

For certain products (e.g., framed items, bulky goods, or exchanged items), the original outbound shipping cost may be deducted from the refunded amount.

For your peace of mind, we recommend using tracked or registered shipping.

Mystery Box items are non-refundable and non-exchangeable.
Purchases paid with gift card credit will be refunded back as credit.

(This does not affect your statutory rights.)

I bought Eleven:Eleven merch and want to return it

Simply contact us and return the item within 14 days of receiving it.

Eligibility:

  • unwashed
  • unworn
  • unmarked
  • in the same condition as received
  • in the original packaging

Merch returns must be sent to our designated returns address (EU/UK/CH depending on your region).
Return shipping costs remain the responsibility of the customer.

Your statutory rights are unaffected.

Returns for orders that used our Referral Program

We love when you share Eleven:Eleven with friends — thank you!
Our referral program rewards both the referrer and the friend they invite.

Orders that used a referral benefit can be returned under the same terms as in the “Changed my mind” section above.

However, Eleven:Eleven reserves the right to refuse a refund if we find clear evidence of abuse or fraudulent use of the referral system (e.g., self-referrals).

This is to protect fairness and keep the program generous for everyone.

Contact

If you have any questions about this policy or need support:
📩 support@eleveneleven.com

We typically reply within 24–48 hours.