Returns & Exchanges Policy

Returns & Exchanges Policy

At ElevenOra, we are committed to providing you with a premium shopping experience. If you are not satisfied with your purchased items, you are welcome to apply for returns or exchanges in accordance with the following policy.

1. Order Cancellation

  • Within 24 hours of placing your order, you may cancel the order free of charge if the item has not yet been shipped.

  • If the order has already entered the shipping process, cancellation will not be possible. Please contact customer service as soon as possible for assistance.

2. After-Sales Service Period

  • If you receive a defective, damaged, or incorrect item, please contact customer service within 24 hours of receipt.

  • You may apply for a return or exchange within 14 days from the date the logistics status shows "Delivered".

  • Applications submitted beyond this timeframe will not be accepted. Thank you for your understanding.

3. How to Apply for Returns & Exchanges

Please click the "Customer Service" icon at the bottom right corner of the ElevenOra website (elevenora.com) to contact our online customer service, and provide the following information:

  • Order number

  • Contact email address

  • Description of the product issue (📸 Tip: When submitting your application, please attach photos of the product—including the problematic part and packaging condition—to help our team resolve any unpleasant shopping experience quickly).

We will provide you with the return address and relevant operation guidelines after reviewing your application.

4. Eligibility for Returns & Exchanges

To ensure product quality and the integrity of resale, items applied for return or exchange must meet all of the following conditions:

  1. The item is unused: No signs of being worn, washed, trimmed, worn out, or damaged.

  2. All labels are intact: Original hangtags, anti-theft buckles, etc., have not been removed and remain in good condition.

  3. Packaging is intact: Original product packaging (e.g., dust bags, gift boxes) is well-preserved.

  4. The item is in good condition: No stains, odors, or other man-made damages.

To protect other customers’ shopping experience, we may not accept return/exchange requests for items that do not meet the above standards. Thank you for your understanding and cooperation.

5. Return & Exchange Process

▶ Return Process

  1. Contact customer service to submit a return application.

  2. Provide your order information and product photos.

  3. After review, customer service will share the return address and detailed instructions.

  4. You (the buyer) select an appropriate logistics channel and bear all return costs (including taxes, customs clearance fees, etc.).

  5. Once the warehouse confirms the returned item is in acceptable condition, the refund will be processed within 3 working days.

▶ Exchange Process

  1. Contact customer service to submit an exchange application.

  2. Provide the size, color, and specification of the desired replacement item.

  3. Customer service will arrange the exchange after confirming stock availability. If the requested item is out of stock, we will contact you to discuss a solution.

6. Refund Instructions

  • After the warehouse confirms receipt and verifies the returned item is in good condition, we will process your refund application within 3 working days.

  • Refund timelines vary by payment method:

    • Credit Card: Refunds will be credited back to the original payment account within 7 working days (exact arrival time depends on your card-issuing bank).

    • PayPal: Refunds will appear in your PayPal account within 48 hours after processing.

7. Return Shipping & Costs

  • All return shipping costs (including international logistics taxes and customs clearance fees) shall be borne by the customer.

  • Please select a logistics channel that covers customs clearance services and related fees, and keep your waybill information safe for reference.

  • We do not accept any "freight collect" packages (i.e., packages where the recipient covers shipping costs).

📌 Friendly Reminders

  • Customized products, intimate apparel, and special clearance accessories do not support returns or exchanges temporarily (if applicable, such items will be clearly marked on their product pages).

  • Please carefully check the item before sending it back. We shall not be responsible for returns of items that are not purchased from ElevenOra.

  • If you have any questions about the return or exchange process, feel free to contact customer service at any time—we are dedicated to serving you wholeheartedly.

 

— Thank you for your understanding and support. Happy shopping with ElevenOra!