Candles

Unfortunately, we do not accept returns or exchanges for any of our candle collections. If your order was damaged in-transit, or if you received the wrong order, please reach out to our customer service team within 14 days of delivery by emailing support@eleven--eleven.com and we will arrage for a replacement. If over 14 days have gone by since the marked delivery date, your order is no longer eligible for a replacement.

Hoodies/Sweatshirts

Apparel products (excluding hats/caps) may be exchanged for the same style (different size) within 14 days of delivery. Please email us at support@eleven--eleven.com with your name and order number to initiate an exchange. If the desired size/style is unavailable, we will issue you store credit for the value of the item you purchased.

To be eligible for an exchange, your item must be returned unworn, in original condition with the tags still attached. If the item is clearly worn, has makeup stains, and/or has been sprayed with fragrance, your return will not be accepted. Exchanges must be initiated within 14 days of delivery.

Hats/Caps

For hygenic reasons, all headwear is final sale and not eligible for return or exchange.

Returns: All sales are final. If your order arrived damaged or you received the wrong size/item from what you ordered, please email us at support@eleven--eleven.com within 14 days of delivery and we will arrange for a replacement (if available). If the desired size/style is unavailable, we will issue you store credit for the value of the item you purchased.

We can cancel your order within 2 hours of placing it, but beyond that it is out of our hands and your order will be shipped.

If you send us an email within 2 hours of placing your order, in most cases we can make changes to your order. After 2 hours, it is out of our hands and your order will be shipped as is to the shipping address you provided at checkout.

Yes! You can add a gift note in the cart section of our website. You must add at least one product to your cart before the gift note option will become visible. Please make sure you add the gift note before placing your order. Unfortunately, we can not add a gift note to your order after it has been placed.

Unfortunately, we can not retroactively apply any promotions or discount codes to an order that has already been placed.

Caviar Cowboy Hats - Beginning March 1st 2023 this product was placed on backorder. The notice on the product page of our website displays the current estimated ship date (if you place your order today). If you have already placed an order, please refer to your confirmation email for when your hat is expected to ship. Unfortunately, we are unable to expedite the processing time on backordered products. Please note: If there are multiple items in your order, they will all ship together once the hats are back in stock. We greatly appreciate your patience!

All other products:

Please allow up to 5 business days for order processing. Once shipped you will recieve a shipping confirmation email with carrier tracking information. Most orders arrive within 3-5 business days after your order is shipped.

Note: Certain high demand products on our website may have an extended processing time that is clearly stated on the product page. Please be mindful of this extention before placing an order.

Yes, we ship worldwide! Orders are typically proccessed within 3-5 business days from when the order was placed. International packages typically arrive within 10 business days once shipped from our US fulfillment center. However, we are not responsible for international carrier delays, import taxes or duties.

Oh no, so sorry to hear that! Please send us an email to support@eleven--eleven.com including your name and order number so we can better assist you. Please be sure to keep all original shipping materials (including the exteriror 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.

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 support@eleven--eleven.com with your name and order number so we can assist you further.

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.

If your order has not had any movement in 5+ business days, please contact our customer experince team at support@eleven--eleven.com 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 comitted to finding a resolution for you!

Our candles were designed to be home decor, but they can still be burned similar to any traditional candle. However, due to the unique shape of our designs, you may experience wax overflow when burning. If you choose to burn your candle, we recommend placing it inside a glass dish or container that will not be damaged or ruined by melted wax. Do not leave a burning candle unattended or around children/pets at any time.

No, all of our candles are unscented.

Adding fragrance to free form candles can reduce the shelf life, meaning your candle may become discolored, cracked, or face other potential issues. Fragrence may also leave behind an unwanted residue on furniture surfaces. Therefore, making our candles unscented, they can last years in your home and still look great (without damaging your furniture)! If you are looking for a scented candle, consider our traditional jar/container candles.

To increase longevity, we recommend keeping your candle indoors and away from direct sunlight. This helps prevent accidental melting or discoloration. If you decide to burn your candle, trim your wick to ¼ inch before every burn. Failure to do so can result in extra soot and/or wick “mushrooming”. Also, we reccomend placing your candle on a non-flammable tray/dish to protect your furniture surfaces from melted wax.