FAQ
Q: How much is shipping?
A: We provide free shipping on orders of $50 or more.
Q: How long does shipping take?
A: US orders takes between 8 and 12 days to arrive at their destination. Some products with high demand can take up to 20 business days. International delivery usually takes between 10 – 15 business days.
Q: Where is my order?
A: You can track your order here: TRACK MY ORDER using the tracking number sent to you via email. Most orders worldwide will be received within 1-2 weeks of placing your order, depending on the product ordered and the destination.
Q: What is my tracking number?
A: This is how you will be able to track your order. Your tracking number is sent to you via email and will be available 2-3 days after your order is placed. Please reach out if you haven’t received your tracking number 5 days after placing your order by contacting support.
Q: I've lost my tracking number. What can I do?
A: Simply contact us at support@elevenandoneco.com with your full name and mailing address, and we will resend your confirmation number.
Q: How can I make changes to my order?
A: If you need to make changes to your order you will need to contact us within 12 hours of placing the order.
We Can Change:
- Your delivery details
- Your name
- Your email
- Your phone number
Q: How can I cancel my order?
A: You must contact us within 12 hours. We cannot cancel your order once it has already been shipped.
Q: What is your return policy?
A: We have a 30-day return policy, which means you have 30 days after receiving your item to request a return or refund.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, in its original packaging, and in full salable condition when received back to our warehouse. You'll also need the receipt or proof of purchase.
A credit will not be issued unless a return is authorized by us prior to returning the goods. The customer is responsible for return freight to our designated warehouse. The item and packaging will be subject to inspection. Should it be deemed resalable, the item is subject to a 20% restocking fee. The shipping cost charges are not refundable.
To start a return or for any return questions, you can contact us at support@elevenandoneco.com. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Q: Who do I contact if there's something wrong with my order?
A: Please inspect your order upon receiving it and contact us right away if the item is defective, damaged, or if you received the wrong item. If there's a problem, describe the issue and send any available photos to support@elevenandoneco.com.
Contact us
If we still haven't managed to answer your question please feel free to contact us at support@elevenandoneco.com and we'll get back to you within 24 hours.