Help-FAQs
Shipping, Payment and Cancellation
Shipping costs:
- Shipping rates to the Canary Islands are €4.60. No minimum purchase.
- Shipping rates to the Peninsula are €10. No minimum purchase.
- Shipping rates to the rest of Europe are €13. No minimum purchase.
- Shipping rates to the rest of the world are €15. No minimum purchase.
- Shipments to the Peninsula are delivered by Correos or Correos Express.
- Shipments to the Canary Islands, Ceuta, Melilla, and the Balearic Islands are delivered by Correos or Correos Express.
- Shipments to the rest of the world are delivered by the national postal service of each country.
Shipment tracking:
- To see your orders you can do so from my orders.
- For home deliveries to the Canary Islands, Ceuta, Melilla, and the Balearic Islands, you can track your order here at Correos by entering the tracking number you previously received in your email or by writing to us at info@elevenclothing11.com.
- For home delivery orders on the Peninsula, you can track your order here at Correos by entering the tracking number you previously received in your email or by writing to us at info@elevenclothing11.com.
- For orders to France, Italy, Belgium, Germany, the Netherlands and the United Kingdom you can see the tracking here .
Payment methods:
- Payment gateway: you can pay with Visa, MasterCard, American Express, and DinersClub.
- By Paypal if you have an account or with your card through the Paypal gateway.
Delivery times:
- If you're located on the Spanish mainland, shipping is done through Correos' express courier service. It normally takes 5 to 7 business days from the time it leaves our warehouse. If you're located in the Balearic Islands, it may take 7 to 10 days. If we receive your order before 3:00 PM (Spanish mainland time), we'll do our best to ship your product the same day.
- It's important that you leave a contact phone number in your order in case you're not home when the delivery is made. This way, the company can schedule a different delivery time with you or deliver it to a different location of your choice at no additional cost.
- If you have any problems or questions, please don't hesitate to contact us at info@elevenclothing11.com or via WhatsApp: 674 817 547. Our customer service hours are Monday to Friday, 8 a.m. to 2 p.m., excluding local and national holidays.
- You can also track your order in your user area.
- If the order is to the Canary Islands, Ceuta, Melilla, or the Balearic Islands, the shipping time is usually about 5 to 7 business days.
- If the order is international (outside of Spain), shipping may take approximately 15 to 20 business days. All orders outside of Spain are sent by registered mail; however, some countries do not offer tracking services. If the estimated delivery time is exceeded, we will do everything possible to help you. For logistical reasons in the destination country, we do not ship to Bolivia, Guatemala, or Venezuela.
- All times indicated above are counted from the time it leaves our warehouse.
Our products
Size guide:
Sizing: We recommend that you take a t-shirt that fits you well, take measurements, and compare them with our standardized sizing guide (since this is a textile product, these measurements may have a margin of error of up to +/- 5% depending on the model).
See our Size Guides here:
Warranty and returns
Warranties and Returns
We have a 60-day return policy, meaning you have 60 days after receiving the item to request a return.
The item must be in the same condition as you received it, unused, with tags attached, and in its original packaging to be eligible for a return. You'll also need a receipt or proof of purchase.
To initiate a return, you can contact us atinfo@elevenclothing11.com . Please note that returns must be sent to the following address: Calle Las Industrias 6, La Laguna, 38108, Santa Cruz de Tenerife.
If the return is accepted, we will send you a return shipping label along with instructions on how and where to send the package. Returned items will not be accepted without a prior return request.
For any questions regarding returns, please contact us atinfo@elevenclothing11.com .
Damages and problems
Please review your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and resolve it.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom-made products (such as special orders or personalized items). If you have any questions or concerns about a specific item, please contact us.
Unfortunately, we cannot accept returns on sale items or gift cards.
Changes
The quickest way to ensure you get what you're looking for is to return the item you have and, once the return is accepted, make a separate purchase of the new item.
Notwithstanding the foregoing, if the merchandise is shipped within the European Union, you have the right to cancel or return your order within 90 days, for any reason and without justification. As with the previous case, the item must be in the same condition in which you received it, unused, with tags attached, and in its original packaging. You will also need a receipt or proof of purchase.
Refunds
We'll let you know when we've received and inspected your return and whether or not your refund has been approved. If approved, your refund will be automatically issued to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card issuer to process and issue your refund.
If more than 15 business days have passed since we approved your return, please contact us at info@elevenclothing11.com.
How to make a return?
SHIPPING TO CENTRAL
You can send your garments directly by courier (we recommend Correos as it's the most economical) by following these steps:
You must send the items to our facilities along with the purchase receipt and indicate the reason for the return on it to the following address:
ElevenClothing11.com Calle las Industrias, 6, La Laguna, Santa Cruz de Tenerife, 38108
Shipping costs are shared; shipping to our facilities is your responsibility, and return shipping is our responsibility.
Once we receive your order, we'll send you a code so you can make a new purchase free of charge and with no shipping costs. If you'd like your money back, we'll refund it to you using the same payment method you used to make the purchase.
If your product has arrived damaged or defective, please write to us at info@elevenclothing11.com and we will send it to your home free of charge and with no shipping costs.
