Shipping policy
When will my order ship?
Please allow 3-5 business days for your order to ship. Weekends and holidays are excluded from processing and shipping times.
How will I know when my order has shipped?
You will receive an automatic confirmation email when your order has left our Distribution Center.
Once the carrier has picked up the package, please refer to their tracking features to get your parcel’s tracking progress.
How do I track my order?
Once an order has been shipped, you will receive an order confirmation e-mail with your shipment’s tracking number. You can directly click on the tracking number which will show you the progress of your order and estimated delivery date.
Why was my order canceled?
One reason would be that the item(s) sold out. Another reason would be that we were unable to verify the credit card information entered for the order. Please contact your bank to make sure that the credit card billing address and/or billing information matches what they have on file. In any case, you will receive an order cancellation email and the full amount of the order will be refunded back to the original form of payment used. Depending on your financial institution, refunds can take up to 15
days before posting to your account. If a gift card was used for the order, the full amount of the gift card will be re-instated and can be used for a future purchase.
Do you ship overseas?
Yes, we ship internationally or overseas through Shopify Markets Pro. International shipping is not express and ships at a consolidated rate and pace. Note that the overseas shipping can take time with this process. The advantage is that we are able to offer you up front all customs fees paid at checkout as well as shipping.
What are your shipping costs and rates?
For domestic orders, all orders over $175 at retail value are shipped for free. All orders under $175 are shipped via Fed-X for a shipping fee of $9.95 within the United States.
For international orders, please see all shipping and clearance fees at checkout per each country inquiry.
Do you cover refund shipping fees?
11NIL provides a shipping label for returns for domestic shipping only. There is an automatic restock fee of 5% per total order for restocking of returns.
Return and refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
All domestic orders are shipped via USPS with a provided label. Note: there is a 5% restock fee for all returns.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags attached, and in its original packaging. Orders returned without tags attached and not in original polybag with sticker will be subject to not being eligible for return.
Final Sale Items
Items marked as Final Sale, including products within designated sale collections or promotional events, are not eligible for return, refund, or exchange.
By purchasing a Final Sale item, you acknowledge and accept these terms.
To initiate a return:
In your confirmation email from 11NIL, select the “view your order” tab.
You will be redirected to a new page where you can select "Request Return"
Follow the prompts to login and fill out the return request.
Once we receive this request you will be provided with a return label and return instructions.
Once your item is received unworn and undamaged we will issue a refund.
If you have any issues with your return, please email us at:
play@11-nil.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If for any reason, you have an issue with an order contact customer service by email at play@11-nil.com. Customer service is open weekdays only M-F during PST business hours and will respond within 24 hours if during weekdays. Resolving customer service issues via customer service is much quicker and easier than requesting chargebacks as this route can be lengthy with a wait period and is dealt with directly by the bank. Customer service is not able to quickly assist if an order reaches a chargeback status.
Exceptions / non-returnable items
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Play@11-nil.com.
