RETURNS
We offer free returns for UK customers. For those outside of the UK, you are also able to use our portal to process a return. Please see the below steps explaining our simple returns process. See bottom of this page for our Returns policy.
Did you purchase using an Account? If so, see your returns process below!
Step 1: Log into your account
Click the Account icon and enter your login details. A box entitled Existing Customers will appear. Enter your details below. Alternatively, click Log in below.
Step 2: Select your order
In your account section, pick the order you are trying to return the item(s) from.
Step 3: Select 'Return'
Underneath the order, there are three options (Reorder, Return and Contact us). Select Return
Step 4: Select your reason
In the dropdown menu, select the reason for wanting a return or refund. There will be several options to choose from. Ensure one is selected.
Step 5: Start my return form
At the bottom, you will see a button called 'Start my return form'. Click on this.
Step 6: Collect Returns form from email
You will be sent the returns form via email, to the email address used to place the order. Here, you will be given the option to select a courier and create a returns label that will need sticking on your parcel. Once filled in, you must enclose this form within your parcel. This form is for internal use only and is separate to the returns label.
Did you purchase using Guest checkout? If so, please email hello@11degrees.com or alternatively, contact us in the Help Centre, and we'll send you a link so you can begin your returns process from there!
Once you have processed your return online or contacted customer service, make sure your items are securely wrapped and your parcel contains all the information requested. Remember to ask for a receipt as proof of sending, just in case.
Once we have processed your return you will receive notification via email. All successful returns will be credited to the original method used for payment. Please note refunds can take 3 to 5 working days (Monday to Friday, excluding bank holidays) to show into your account.
*If you are returning faulty goods, please contact our customer service team via your account section.
*Please note that UK returns are now free however international returns costs will need to be covered by yourself
Return Policy
We understand that sometimes the item/s you’ve ordered just aren't for you and you want to return these to us for a refund.
We happily accept returned items that are in their original condition, subject to the item/s being returned to us as per the rules below, please note these rules don’t affect your statutory rights:
We aim to process your return within 2-3 working days of receiving your order back to our warehouse, however please note that we do allow up to 14 working days during busier periods. You will receive an email when we receive your return and a follow-up email once we have processed your return.
You generally have 28 days from the moment you place an order to return any unwanted items. We usually extend the returns period for Christmas presents.
If you require any further address details, please contact our Customer Service Team who will be happy to help.
We understand that you’re going to try on your items as you would in a shop, however we are unable to accept items back which are damaged, worn, stained or in an unsuitable condition for resale. Original tags must still be attached to the item for us to accept your return. Please ensure you are not wearing makeup, deodorant, perfume/aftershave or tanning lotions when trying on your new items. All items are inspected upon return, if an item is deemed unsuitable to accept as a return we may have to return this item back to your default delivery address. There are a few items which we are unable to accept returns for hygiene reasons, if we are unable to accept this item back to ourselves this will be listed in the product description.
