Refund policy

Returns

Our return policy lasts 30 days from the date of delivery. You must notify us of your intent to return within 30 days of delivery; once your return is approved, the item must be shipped back within 14 days of that approval. If 30 days have passed since your order was delivered without notice of intent to return, unfortunately we cannot offer a refund or exchange.

To be eligible for a return, your item must be unused, unworn, unwashed, with all original tags attached, and in the same condition you received it.

Please note: If your item arrived damaged or defective, this must be reported within 7 days of delivery for US orders (see "Defective or damaged items" section below; EU and UK customers have separate statutory timelines, also described below).

To complete your return, we require your order number or proof of purchase.

Sale items are final sale and cannot be returned or refunded, unless defective. This restriction does not apply to customers in the EU and UK, whose statutory right of withdrawal applies to all items, including sale items.

We are not responsible for packages that are lost or stolen after they have been marked as successfully delivered by the carrier. We recommend shipping to a secure location.

How to start a return

Email us at info@10eleven.io with your order number and the reason for return. Once your return is approved, ship the item back to our fulfillment center at your own cost, using a trackable shipping method. Once shipped, please email us your tracking number at info@10eleven.io so we can log it against your return. We cannot process a refund for items that are lost in transit back to us.

Important: Do not send returns to our corporate LLC registration address. All authorized returns must be shipped exclusively to our fulfillment center at:

1011 Brand LLC
11500 Miramar Parkway, Suite 300
Miramar, FL 33025, USA

Return shipping costs

Return shipping is at your own cost and organized by you. Original shipping costs and any tax charged on shipping are non-refundable (EU and UK exception: see the EU/UK cooling-off section below).

If your item arrived defective or damaged and the issue is confirmed upon inspection, we will reimburse your return shipping cost separately, outside of your order refund (see "Defective or damaged items" below).

International orders — refused packages or unpaid duties: If an international order is refused or returned to us due to unpaid duties, taxes, or an incorrect address, the outbound and return shipping costs will be deducted from your refund.

Refunds

Once your return arrives at our fulfillment center, it is inspected within 7 business days. We will email you to confirm receipt and notify you of the approval or rejection of your refund.

If approved, your refund is processed to your original payment method. Please allow 5-10 business days for the refund to appear on your statement, depending on your bank or card issuer. Original shipping costs are non-refundable (EU and UK exception: see below).

EU and UK orders: refunds are issued within 14 days of our receiving the returned item.

Late or missing refunds

If you have not received your refund after 10 business days: check your bank account again, then contact your card issuer, as posting a refund can take additional time. If you have done this and still have not received your refund, contact us at info@10eleven.io.

Exchanges

We offer exchanges for a different size, subject to availability. To request an exchange, email info@10eleven.io with your order number. Return shipping of the original item is at your own cost, unless the item arrived defective or damaged. Shipping of the replacement item to you is also charged separately, unless the exchange is due to a defective or damaged item. Once your original item is received and inspected, the replacement ships within 7 business days.

European Union and United Kingdom 14-day cooling-off period

Notwithstanding the above, if the merchandise is being shipped into the European Union or United Kingdom, you have 14 days from the day you receive the goods to notify us that you wish to cancel, for any reason and without justification. You then have a further 14 days from that notification to ship the item back to us. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

For EU and UK orders cancelled within the 14-day withdrawal period, we refund the item price and the standard outbound shipping cost. Any premium shipping upgrade above our standard rate is not refunded.

For EU and UK orders, refunds are issued within 14 days of our receiving the returned item (or of your providing proof that you have shipped it back to us, if earlier).

Model withdrawal form

If you wish to exercise your right of withdrawal, you may (but are not obliged to) fill out and submit this form, or make any other clear statement of your decision to cancel, to info@10eleven.io:

To 1011 Brand LLC, 11500 Miramar Parkway, Suite 300, Miramar, FL 33025, USA, info@10eleven.io:

I/We () hereby give notice that I/We () cancel my/our () contract of sale of the following goods ()/for the provision of the following service (*),

Ordered on ()/received on (),

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

(*) Delete as appropriate.

Defective or damaged items

US orders: If you received a defective or damaged item, please contact us at info@10eleven.io within 7 days of delivery with photos of the issue.

EU and UK orders: you retain your statutory rights regardless of any reporting window above — a 2-year legal guarantee of conformity in the EU, and up to 6 years' right to repair or replacement in the UK under the Consumer Rights Act. If you report a defect after the applicable window in the sections above, it will be processed under our standard 30-day return policy guidelines (US) or your statutory rights (EU/UK), as applicable.

For EU orders within 12 months of delivery, and UK orders within 6 months, the burden of proof that a defect did not exist at delivery rests with us.

Ship the item back to our fulfillment center at your own cost, using a trackable shipping method. Once shipped, please email us your tracking number at info@10eleven.io so we can log it against your return. Once it arrives, we inspect it within 7 business days.

If the defect is confirmed, we will process a free replacement, or a full refund of the item and your original shipping cost, plus a separate reimbursement of your return shipping cost.

If the defect is not confirmed (for example, the item shows signs of use, damage, or wear not related to a manufacturing defect), no refund will be issued and the item will be shipped back to you at your own cost.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive store credit for the value of your return. If the item was not marked as a gift at purchase, the refund will be issued to the original purchaser.