Refund policy

Refund & Exchange Policy

We offer a 15-day return policy, allowing you to request a return within 15 days of receiving your item. 

Please note there is a restocking fee of 15% from the purchase price of the item.

Eligibility Criteria:

To qualify for a return, your item must be in its original condition, unworn, unused, with tags, and in the original packaging. Please be aware that sale items, customized items, final sale items, and made-to-order items are not eligible for returns or exhanges. Additionally, a valid receipt or proof of purchase must accompany your return.

Initiating a Return:

To start a return, contact our Customer Service by emailing info@houseofeleven.com. We'll provide detailed instructions on the return process and provide a return authorization to orders eligible for returns or exchanges. Upon receipt of the return, we will inspect and either approve or deny your return, notifying you accordingly. If approved, a refund will be issued to the original payment method, minus a 15% restocking fee.

ITEMS SENT BACK TO US WITHOUT FIRST REQUESTING AN AUTHORIZATION WILL NOT BE ACCEPTED.

Authorization Requirement:

Items returned without prior authorization will not be accepted. To obtain a return authorization please contact our Customer Service at info@houseofeleven.com.

Payment Return Processing:

Please allow 3-7 business days for the refund to reflect in your account, depending on your card issuer. Note that original shipping fees are non-refundable.

Shipping Fees Associated with Return:

If the return is due to our error (e.g., wrong item shipped), we cover all return-related shipping costs and provide a return label for U.S. orders. International customers, please contact customer service for details.

Returns not resulting from our error (e.g., the customer ordered the wrong size or the customer has changed their preference) require the customer to cover all associated shipping costs.

Damages and Issues:

Please inspect your order upon receipt. Contact us immediately if the item is defective, damaged, or incorrect so my may promptly address the issue and make it right.

Non-Returnable Items:

Custom products and personal care goods, including beauty products, are ineligible for returns or exchanges. Please get in touch if you have questions or concerns about any specific item.

Exceptions:

Sale items, gift cards, and items marked as final sale cannot be returned or exchanged.