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!

When you place a pre-order, your item enters a dedicated production queue at our factory. The estimated shipping window is listed on the product page at checkout. Once the item is completed and arrives at our warehouse, it ships straight to you. Because these units are produced specifically for pre-order customers, all pre-orders follow a firm, no-change, no-cancellation policy.

We are unable to cancel pre-orders after they are placed. Pre-order pieces are made exclusively for you based on your order, so they cannot be canceled once production begins.

We are unable to accommodate changes of any kind (including size, color, address, or product swaps). Your pre-order is reserved and put into production immediately, so adjustments cannot be made.

Shipping timelines vary by product. Each item’s estimated ship date or shipping window is listed on the product page at the time of checkout.

Most pre-orders ship within 3–8 weeks, though this may vary slightly based on production and transit timelines.

Yes. All pre-order purchases are final sale and cannot be returned or exchanged. Because these garments are produced specifically for each customer, we are unable to accept returns, cancellations, or modifications.

Your full order will ship together once the pre-order item is ready. If you want in-stock items sooner, please place them in a separate order. We cannot split or modify orders after they are placed.

The date listed at checkout is an estimated window, not a guaranteed ship date. We aim to deliver as quickly as possible, but production or transit delays can occasionally occur.

Payment is collected in full at the time of purchase. Because your item begins production immediately and is made specifically for you, the charge is processed upfront.

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.

Our fulfillment team moves quickly, so address changes aren’t guaranteed. If you need to update your address, email support@eleveneleven.com with your order number and new address right away. We’ll do our best to accommodate your request, but can’t promise it will be possible.

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 at checkout.

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

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.