Frequently Asked Questions
Below are answers to some of the most common questions our support team receives. Click/tap the down arrow to reveal the answer to your question. If your question is not answered below, please send get in touch: email@example.com.
What is your return policy?
30 Day Returns
We want you to love our products just as much as we do! But we understand that things don’t always work out as planned. If you are not satisfied with your purchase, you can return or exchange it for refund or store credit within 30 days of your purchase. To initiate a return, please visit eleveneleven.loopreturns.com. Products must be returned in the same condition they were received. Final Sale items are not eligible for return as stated on the individual product page.
Domestic (US) returns for refund will be subject to an 8 dollar return shipping fee, which will be deducted from your refund. The return shipping fee will be waived on returns for store credit and exchanges. Returns or exchanges that are damaged, worn, or without the original packaging and hangtags will not be accepted. Returns or exchanges that have visible stains, makeup/sweat marks, perfume/cologne, or have been machine/spot washed are ineligible for return will not be accepted.
If your product arrived damaged, please contact our customer experience team at firstname.lastname@example.org within 7 days of delivery. Be sure to save all product packaging and the shipping box.
Can I cancel/change my order after placing it?
Once an order has been placed, it can not be canceled. If the shipping address is incorrect, please contact us at email@example.com and we will try to get it updated; however, there isn’t a guarantee we’ll catch the shipment in time.
Once you receive a shipping confirmation email, we are unable to intercept and edit the address. Please contact the shipping carrier directly.
How soon can I expect my order after placing it?
Most orders are shipped within the same day or the next business day. However, during periods of high demand order processing can take up to 3-5 business days. Once your order ships you will receive a shipping confirmation email with tracking information. Most orders arrive within 3-5 business days after your order is shipped.
Do you ship internationally?
Yes, we ship worldwide! Please enter your shipping address to see the carrier shipping rates to your destination country. International packages typically arrive within 10 business days once shipped from our US warehouse. However, we are not responsible for international carrier delays, import taxes or duties.
My order arrived damaged, can you help me?
We're so sorry to hear that! Please send us an email to firstname.lastname@example.org including your name and order number so we can better assist you. Please be sure to keep all original shipping materials (including the exterior shipping box/mailer).
Please Note: If you decided to opt out of shipping protection at checkout; we are not responsible for lost, stolen or damaged packages and your order may not be eligible for a refund or replacement.
My order was marked as “Delivered” but it’s nowhere to be found!
1) Please make sure that the shipping address you provided during checkout matches your correct location.
2) Ask your neighbors or building management if they received your package by accident.
3) Sometimes packages are prematurely marked “delivered” by the shipping carrier and may still arrive at a later date. Please allow 48 hours from the time your order was marked 'delivered' before contacting our support team as your order may still arrive.
4) If you still can not locate your package, please email our support team at email@example.com with your name and order number so we can assist you further. Your order number can be found in your order confirmation email.
Please Note: If you opted out of shipping protection at checkout; we are not responsible for lost, stolen or damaged packages and your order may not be eligible for a refund or replacement.
My order tracking has not updated in over 5 business days, what should I do?
If your order has not had any movement in 5+ business days, please contact our customer experience team at firstname.lastname@example.org with your name, order number, and shipping address and we will be happy to investigate this further.
Please Note: We are not liable for packages lost in transit as this is the responsibility of the carrier. However your satisfaction is important to us and we are committed to finding a resolution for you!