Frequently Asked Questions

We do not offer direct exchanges because we cannot guarantee the inventory availability once we receive your return. Our products are often released in limited edition collections, and once an item sells out, we don’t always restock it. Instead, we provide store credit for eligible returns, allowing you to shop for a different size (if available) or find something else you love.

Our policy is designed to ensure a smooth and efficient process while maintaining the integrity of our brand. Offering store credit helps reduce waste by keeping our pieces in circulation rather than being discarded or liquidated. Many returns in the fashion industry end up in landfills, contributing to unnecessary waste. By encouraging exchanges or future purchases, we help ensure that each item finds the right home while also encouraging more mindful purchases.

We understand that store credit may not be the preferred method for everyone, but we frequently release new styles, and we hope you'll find something you love in the future!

Final sale items are not eligible for return or exchange because of their limited availability, discounted pricing, and/or hygiene considerations. This policy helps us keep our collections intentional, minimize waste, and allows us to offer unique, limited edition releases. We encourage customers to review product details carefully before purchasing, and our team is always happy to assist with any questions!

Once an order is placed, you have up to 15 minutes to cancel your order. Please check your order confirmation email for a link to cancel. After 15 minutes, your order can not be canceled or modified and will be shipped as is. We apologize for any inconvenience.

Once an order is placed, customers have up to 15 minutes to change the shipping address on an order. Please check your order confirmation email for a link to change your address or cancel your order. After 15 minutes has passed, orders can not be modified and will be shipped to the address provided at checkout. Kindly note, our customer support team may not be able to assist with an address change.

Ordered to an old shipping address? We recommend you contact the shipping carrier directly and request a package intercept or redirect request. Unfortunately, once an order has been shipped we are unable to retrieve the package or modify your shipping address. Eleven Eleven is not responsible for mis-delivered or lost packages due to an incorrect shipping address provided.

It may take up to  2-3 business days for your shipping status to be updated by the shipping carrier. If your tracking information does not appear 3 business days after shipping confirmation, please email support@eleveneleven.com with your order number in the subject line.

• Domestic Ground (3-6 business days) - $9.95 (orders $150+ ship free!)
• Domestic Expedited (2-3 business days) - $34.95
• International shipping rates are automatically calculated at checkout based on your shipping location, and free shipping does not apply.

We ship worldwide! Please enter your shipping address to view carrier shipping rates to your destination country. International shipping rates are automatically calculated based on your shipping location.

Please Note: Eleven Eleven is not responsible for any import taxes, customs or duties fees owed on a package. If duties are not remitted to your local customs agency within the required time period and your package is returned to sender, your order will be processed as a return for store credit and shipping fees will not be refunded.

Unfortunately, discount and referral codes cannot be applied retroactively to existing orders.

Please note that we do not ship to P.O.  or A.P.O boxes. If you enter a P.O. Box address, we reserve the right to cancel your order.

We offer optional Shipping Protection at checkout for an additional cost (small percentage of the order value). Shipping Protection offers you peace of mind that in the event your order is lost or damaged while in transit, your order will expedite a replacement at no additional charge.
Customers may opt out of our Shipping Protection program prior to placing their order. Once an order has been placed with Shipping Protection added, the shipping protection charge can not be refunded. Orders that were lost or stolen after delivery confirmation do not qualify for our Shipping Protection program.

Disclaimer: This is an optional additional service for expedited replacements and is not a shipping fee.

If your item arrives damaged, please contact support@eleveneleven.com within 3 days of delivery. Be sure to keep all original packaging and the shipping box, as photographic evidence is required to process a claim.

Eleven Eleven is not responsible for any lost or stolen packages, if the address provided at checkout matches the address where the order was shipped and delivered to. We are not liable for the package after a successful delivery. Misplaced packages are non-refundable. If you have further questions or an issue pertaining to a stolen delivery, please contact support@eleveneleven.com for assistance with your order number in the subject line.

Return to sender orders will be processed as a normal return and will follow our standard return policy. If you have not received your store credit within 5-7 business days (after the order was delivered back to our facility), please contact our support team via email at support@eleveneleven.com.

There are many reasons why orders may be canceled. They include, but are not limited to:

• Billing and shipping addresses did not match
• Issue with the credit card information entered at checkout
• Unavailable inventory
• Shipping address provided is a P.O. or an A.P.O. box

Pre-orders are made-to-order and cannot be modified or canceled once placed. Pre-orders get sent to our production team as soon as the order confirmation is received. Pre-orders are final sale and not eligible for refunds.

We do not offer price adjustments for items whose original prices may have been reduced.

We can’t guarantee that a sold-out item will be restocked, but if your size is unavailable, you can sign up for a restock notification on the product page. Simply enter your email or mobile number, and we’ll notify you if or when the item becomes available again!

All products on our website are listed in US sizing, unless noted otherwise in the product description.

To view size charts and measurement directions, please visit the “Size Info” tab on each product description page. Each chart provides measurements in inches, measured on a flat surface.