Terms Of Service

Last updated: 23 August 2026

These Terms & Conditions (“Terms”) apply to your use of eleventhheaven.co.uk (the “Website”) and to purchases made from Eleventh Heaven (“we”, “us” or “our”).

By accessing our Website or placing an order with us, you agree to these Terms. Please read them carefully before making a purchase.

Nothing in these Terms affects your statutory rights as a consumer.

1. About Us

Eleventh Heaven is an online clothing brand operating through eleventhheaven.co.uk.

Our online store is hosted by Shopify, which provides the ecommerce platform through which we offer our products and services.

For customer service enquiries, please contact:

Email: support@eleventhheaven.co.uk

Further business contact information will be provided here where required.

2. Using Our Website

You may use our Website only for lawful purposes.

You must not:

  • Use the Website for fraudulent or unlawful purposes

  • Attempt to gain unauthorised access to the Website or its systems

  • Introduce viruses, malware or other harmful material

  • Interfere with the security or operation of the Website

  • Use automated systems to scrape or extract Website content without our permission

  • Infringe our intellectual property rights or the rights of others

We may restrict or suspend access to the Website where reasonably necessary to protect our business, customers or systems.

3. Products

We make reasonable efforts to ensure that product descriptions, photographs, colours, measurements and other information displayed on our Website are accurate.

However, colours may appear differently depending on your screen or device, and minor variations may occur.

Product availability is subject to change.

We may modify, discontinue or introduce products at any time.

4. Sizing

Customers are responsible for selecting their preferred size when placing an order.

We provide sizing information to help you make your selection and recommend reviewing the applicable size guide before ordering.

If you order the wrong size, any return will be handled in accordance with our Returns & Refund Policy and your applicable consumer rights.

5. Prices

Product prices are displayed on our Website in the applicable currency shown at checkout.

Prices may change from time to time. Any change will not affect an order that has already been accepted unless an obvious pricing error has occurred.

Delivery charges, where applicable, will be displayed before you complete your purchase.

6. Placing an Order

When you place an order, you are offering to purchase the products in your basket subject to these Terms.

You must provide accurate and complete information when ordering, including your:

  • Name

  • Email address

  • Billing information

  • Delivery address

  • Any other information reasonably required to fulfil your order

You are responsible for checking that your order information is correct before submitting your purchase.

After placing an order, you should receive an order confirmation.

Receipt of an automated order confirmation does not necessarily mean that we have accepted an order where, for example, payment fails, the product is unavailable, there is an obvious pricing error, or we reasonably suspect fraud.

7. Refusing or Cancelling Orders

We reserve the right to refuse or cancel an order where reasonably necessary, including where:

  • A product is unavailable

  • Payment cannot be authorised

  • Incorrect information has been provided

  • There is an obvious pricing or product-description error

  • We reasonably suspect fraudulent or unauthorised activity

  • We are unable to fulfil the order

If we cancel an order after payment has been taken, we will issue an appropriate refund.

8. Payments

Payments are processed securely through the payment methods available at checkout.

Payment services may be provided by Shopify and/or third-party payment providers.

We do not necessarily receive or store your complete payment-card information.

9. Production & Fulfilment

Some Eleventh Heaven products may be produced or fulfilled after an order is placed.

We work with third-party production, fulfilment and delivery partners to manufacture and deliver our products.

Production and fulfilment times may therefore vary depending on the product, order volume, destination and other circumstances.

Estimated delivery information provided on our Website is an estimate rather than a guaranteed delivery date unless expressly stated otherwise.

10. Delivery

Available delivery methods, estimated delivery times and applicable charges will be displayed on our Website or during checkout.

Customers are responsible for providing a complete and accurate delivery address.

If you notice an error in your delivery information after placing an order, please contact us as quickly as possible. We will try to assist, but we cannot guarantee that information can be changed once production or fulfilment has begun.

If your order is delayed, missing or appears to have been lost in transit, please contact us.

Further information is available in our Shipping Policy.

11. Returns, Refunds & Cancellations

Your rights to cancel an order, return products and receive refunds are described in our Returns & Refund Policy.

Please review that policy before placing an order.

Nothing in these Terms or our Returns & Refund Policy limits your statutory rights, including your rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.

12. Faulty or Incorrect Products

Please inspect your order after delivery.

If you receive an item that is faulty, damaged, misprinted or different from what you ordered, please contact us as soon as reasonably possible.

We may ask you to provide your order number, photographs and a description of the issue so that we can investigate.

Where appropriate, we will provide a remedy in accordance with applicable consumer law.

13. Promotions & Discount Codes

From time to time, we may offer promotional discounts or discount codes.

Unless otherwise stated:

  • Promotions cannot be exchanged for cash

  • Discount codes must be entered at checkout

  • Promotions may have expiry dates or eligibility requirements

  • Certain products may be excluded

  • Multiple discount codes may not be combinable

We may withdraw or amend a promotion where reasonably necessary, provided this does not improperly affect orders already accepted.

14. Intellectual Property

Unless otherwise stated, the content of this Website and the Eleventh Heaven brand materials are owned by or licensed to us.

This may include:

  • Brand names

  • Logos

  • Artwork

  • Garment graphics

  • Product designs

  • Photographs

  • Videos

  • Website content

  • Text and graphics

You may not reproduce, distribute, modify, commercially exploit or otherwise use our intellectual property without permission, except where permitted by law.

15. Customer Content & Reviews

If you submit a review, photograph, comment or other content to us or through our Website, you confirm that you have the right to provide that content and that it does not infringe another person's rights or break the law.

Where you voluntarily submit content for publication, you grant us permission to display and use that content in connection with our Website and business, subject to applicable law.

We may remove content that we reasonably believe is unlawful, abusive, misleading, infringing or otherwise inappropriate.

16. Third-Party Services & Links

Our Website may contain links to third-party websites or use third-party services, including payment, ecommerce, social-media, fulfilment and delivery services.

Third-party websites and services operate under their own terms and privacy policies.

We are not responsible for the content or practices of independent third-party websites that we do not control.

17. Privacy

We process personal information in accordance with our Privacy Policy.

Our Privacy Policy explains what personal information we collect, why we process it, how it may be shared and the rights available to you.

18. Website Availability

We aim to keep our Website available and accurate but cannot guarantee that access will always be uninterrupted or error-free.

We may temporarily suspend, modify or restrict the Website for maintenance, security, technical or operational reasons.

Nothing in this section excludes rights or responsibilities that cannot legally be excluded.

19. Our Responsibility to You

We do not exclude or limit liability where doing so would be unlawful.

Nothing in these Terms excludes or limits liability for:

  • Death or personal injury caused by negligence

  • Fraud or fraudulent misrepresentation

  • Breach of rights that cannot legally be excluded or restricted

  • Any other liability that cannot be excluded under applicable law

If you are purchasing products as a consumer, your statutory consumer rights remain unaffected.

20. Events Outside Our Reasonable Control

We will not be responsible for delays or failures caused by circumstances outside our reasonable control where permitted by law.

These may include severe weather, transportation disruption, industrial action, natural disasters, widespread telecommunications failures or other events that could not reasonably have been prevented.

Where such an event affects your order, we will take reasonable steps to minimise disruption and communicate with you where appropriate.

21. Changes to These Terms

We may update these Terms from time to time to reflect changes to our products, services, Website, business practices or legal requirements.

The version applying to your purchase will generally be the version in effect when you placed your order.

The latest version will be available on our Website and the date at the top of these Terms will show when they were last updated.

22. Governing Law

These Terms are governed by the applicable laws of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you may also benefit from mandatory protections and rights available under the laws applicable where you live.

Nothing in these Terms deprives you of mandatory consumer protections that apply to you.

23. Contact Information

If you have questions about these Terms or an order, please contact:

Trading name: Eleventh Heaven
Email: support@eleventhheaven.co.uk
Website: eleventhheaven.co.uk