Refund Policy

At Eleventh Heaven, we want you to be happy with your order. If you change your mind or experience an issue with your purchase, please review our Returns & Refund Policy below.

This policy does not affect your statutory rights.

Returns

You may request a return within 14 days of receiving your order.

To be eligible for a return, your item must be:

• Unworn and unused
• Unwashed
• In its original condition
• Free from marks, stains, odours or damage
• Returned with any original tags and packaging where reasonably possible

To request a return, please contact us at support@eleventhheaven.co.uk with your order number and reason for the return.

Please do not send an item back without first contacting us. We will provide you with the appropriate return instructions.

Once you have notified us that you wish to return your order, you should return the goods within 14 days.

Return Shipping

For change-of-mind returns, customers are responsible for the cost of returning the item to us.

We recommend using a tracked postal service and retaining proof of postage until your return has been processed.

If an item is faulty, damaged, incorrect or not as described, please contact us before returning it. Where required by your statutory rights, Eleventh Heaven will cover reasonable return costs or provide another appropriate remedy.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective, misprinted, or you receive the wrong item, contact us as soon as possible at support@eleventhheaven.co.uk.

Please include:

• Your order number
• A description of the issue
• Clear photographs showing the problem

We will review the issue and, where appropriate, arrange a replacement, refund or other suitable resolution.

Refunds

Once your return has been received and inspected, we will let you know whether your refund has been approved.

Approved refunds will be issued to your original payment method.

Please allow additional time for your bank or payment provider to process the refund after it has been issued.

Where you exercise your statutory right to cancel an eligible online order, we will also refund the standard outbound delivery charge where required by UK consumer law. If you selected a more expensive delivery method, such as express delivery, we are not required to refund the additional cost above our standard delivery option.

We may make a deduction from a refund where permitted by law if the value of the goods has been reduced as a result of handling beyond what would reasonably be necessary to inspect the item.

Exchanges

We currently recommend returning the unwanted item and placing a new order for the preferred size or colour.

Please contact support@eleventhheaven.co.uk if you need assistance.

Non-Returnable Items

Certain products may not be eligible for change-of-mind returns where an exception under applicable consumer law applies, including:

• Items made to your individual specifications or clearly personalised for you
• Items that cannot be returned for hygiene reasons where a hygiene seal has been broken, where applicable
• Gift cards
• Other products that are legally exempt from cancellation rights

A standard Eleventh Heaven product that is produced to fulfil an order is not automatically treated as personalised or non-returnable simply because it is made to order.

This does not affect your rights where an item is faulty, damaged, incorrectly supplied or not as described.

Order Cancellations

Orders can be cancelled through our available cancellation process within 15 minutes of placing the order, provided the order remains eligible for cancellation.

Because our products may enter production shortly after an order is placed, we cannot guarantee that an order can be stopped once fulfilment or production has begun.

This does not remove any statutory cancellation or return rights that may apply to your purchase.

If you need assistance with an order, contact us as soon as possible at support@eleventhheaven.co.uk.

Lost or Missing Orders

If your tracking information indicates that your parcel may be lost, or your order has not arrived within the expected delivery time frame, please contact us at support@eleventhheaven.co.uk.

We will investigate the shipment with the relevant fulfilment and delivery provider and work to provide an appropriate resolution.

Please ensure that the delivery information entered at checkout is accurate. If an incorrect or incomplete address is supplied, additional delivery costs may apply where the parcel needs to be resent.

Contact Us

For any questions regarding returns, refunds or problems with your order, please contact:

Eleventh Heaven
Email: support@eleventhheaven.co.uk

We aim to respond to enquiries within 1–2 business days.