FAQ
PRODUCT
What size should I buy?
If you’re not quite sure which size is right for you, refer to our size guides. They’re located underneath the available sizes for each of our products.
Where can I find care & content instructions per item?
Under each product detail page, you will find all farbic, care & content, & wash instructions.
SHIPPING
What is the shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
What are your domestic shipping guidelines?
DOMESTIC ORDERS:
All orders are shipped FedEx two business day express for a $9.95 flat fee.
For orders over $175, FedEx two business day express shipping is free.
Do you ship overseas?
At this time, we are not shipping internationally or overseas, but we will begin this process in the coming weeks. Stay tuned.
RETURNS & EXCHANGES
Can I do an exchange or only a return?
Unfortunately, at this time we do not directly exchange items. The quickest way to do an exchange is to return the item by clicking on the return link below and then ordering a new item.
Can I cancel or make changes to my order at any time?
We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.
Should the item(s) not work out, make sure to return for a refund and/or order a new size or item. As a reminder, domestic return shipping is free & shipping is free on new orders over $175.
How do I start a return?
RETURNS:
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
All orders are shipped via USPS with a provided label. Note: there is a $9.95 restock fee for all returns.
To initiate a return please click on the following link:
NOTE: You must have your order # to enter it into the return portal. Make sure to include the # when writing your order number.
Once you have located your order in the return portal, you will be provided with a USPS return label and return instructions.
If you have any issues with your return, please email us at:
play@11-nil.com
