Order & Shipping

The typical delivery time frame is anywhere from 2-7 business days. Depending on your location, you might receive items later. Please be aware that once our products have left our warehouse the delivery is out of our control. If your order is delayed please feel free to contact us.

When a customer places an order, we will ensure the package is sent out on the same or next day. Then we will be given a tracking number which will be emailed to you directly as soon as we have this information.

Yes! We do ship our products worldwide. However, please be informed that shipping rates and times may vary depending on location.

All customers will receive an email with a tracking number and a link to our order tracking page. Please make sure you track your order before contacting us. If the order displays as delivered and you have not received your item(s) then please contact us.

Any customs or import duties are charged once the parcel reaches its destination country. You may be charged for handling fees and taxes as your order passes through customs. These charges must be paid by the recipient of the parcel. We are not responsible for any customs and import duty charges. 

Unfortunately, we have no control over these charges and are unable to tell you what the cost would be, since customs policies and import duties vary widely from country to country. We recommend contacting your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. 

Exchanges & Returns

We have a full menu on our homepage including all of our policies and terms. You can find a link to our refund policy here: Refund Policy

The quickest way to exchange your products is to request a return for your current items. Once we have received your returned items and inspected them we will issue your refund as soon as possible. You can then make a separate order for your new items.


Each product will have a size chart located in the description of every product page. If you have any further questions about sizing please feel free to contact us.


Yes of course! We have a currency selector located at the top of the home page. Once you have selected your local currency, all of our product prices and checkout page will be displayed in your chosen currency.

If you have any further questions please reach out to us and we will do everything we can to assist you. You can click here to go to our contact page or alternatively, you can email us at support@eleventhheaven.co.uk