Refund policy
Returns
Our return policy lasts 30 days from the date of delivery. If 30 days have passed since your order was delivered, 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 (see "Defective or damaged items" section 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.
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, we will email you a prepaid return shipping label with instructions.
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
The cost of return shipping is deducted from your refund. The exact amount depends on package size and your location and will be shown to you before you confirm the return.
If your item arrived defective or damaged, return shipping is on us.
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.
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, and replace items that arrive defective or damaged. To request an exchange, email info@10eleven.io with your order number. Once your original item is received and inspected, the replacement ships within 7 business days.
Defective or damaged items
We take quality seriously. 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. This allows us to process a free replacement or a full refund (including original shipping costs) and cover the return shipping costs.
If you report a defect after the 7-day window, it will be processed under our standard 30-day return policy guidelines.
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.