PO Box 265
We can only accept items returned to us within 14 days from the date your order was received. All items must be returned to us before a refund or replacement is issued.
Please don't use scissors or knives to open your package; you are able to just tear the packaging open. Returns with scissor or knife marks will not be accepted. Items must be returned to us in an unworn and unwashed condition, deemed fit for resale with tags still attached. Please be very careful when trying products on, for example, please ensure you are not wearing makeup, perfume, deodorant or antiperspirant which may leave marks on the product as we will not be able to arrange an exchange or refund for any item returned to us with any marks or stains.
Please thoroughly inspect any item you order from us on receipt as we will only accept products returned to us in their original condition and fit for re-sale unless we have been given prior notice that an item is faulty.
Delivery charges are non refundable unless the item purchased is faulty or incorrect. A polite request, please fold returned items neatly before sending them back to us.
I have made an order and need to cancel before dispatch
If you make an order in error and fully complete it on site including payment, then need to cancel before dispatch please email us on email@example.com including your order number (found on your order confirmation, emailed to you by us on completion of order) within 2 hours of making the order, we can then refund the total paid by yourself including delivery costs, please allow up to 10 working days for the refund to show back in your account.
I want to return an item to 11 Degrees
Please complete the returns form which can be found at the end of your order confirmation email you received when you placed your order. Please make sure you fill in all your details as required so that we can link your return with your original order, if you have misplaced this; simply enclose a note including your order reference number along with your requirements.
All you need to do now is take your parcel to your local Post Office, or selected courier, to arrange for them to send it to us. As the returned item is your responsibility until it reaches us, for your own protection, we do recommend that you send the parcel using a delivery service that insures you for the value of the goods such as Royal Mail Recorded Delivery. Please do be aware that not all couriers can deliver to a PO Box address so do check with your service provider prior to sending.
As soon as we receive your returned item we will organise the exchange or refund for you and email you (usually within 3 working days) to let you know when this has been arranged.
I would like to return an item for something else
We will process your return normally within 3 working days of receipt, however the vast majority are processed the same day they are received. You will receive an e-mail to confirm your return has been processed and your exchange shipped.
I would like to return an item for a refund
We will issue your refund within 7 working days of receipt of your return. Once the refund has been processed, you will receive an email confirming this. Please then allow a further 3 working days for the refund to be credited to your card, this is dictated by your bank or card issuer. Delivery charges are non refundable unless you have received an incorrect or faulty item from us. Please indicate you wish to return an item by first e-mailing us at firstname.lastname@example.org quoting your order number (found on your order confirmation + invoice)
I have received a faulty item
If the item you received is faulty, please accept our sincere apologies for the inconvenience. Please e-mail email@example.com quoting your name, order number and details of the product received. We will then advise on how to proceed. You have 14 days from receipt of the faulty item to return it to us.
I have received an incorrect item
If the item you received is not what you originally ordered, please accept our sincere apologies for the inconvenience. Please e-mail firstname.lastname@example.org quoting your name, order number and details of the incorrect product received. We will then advise on how to proceed. You have 14 days from our despatch of the incorrect item to return it to us.
Distance Selling Regulations
Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from 11 Degrees for a full refund. This does not apply to items that cannot be returned for hygiene reasons or have been unsealed. Order cancellations must be made in writing, quoting your name, address and order number, within 7 days of delivery of your item(s) by post to the address above. Once you have cancelled your order, the goods should be returned to the same address, in their original condition, within 14 days of receipt. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.