F.A.Q.
Is delivery free in France?
Delivery is free for orders over €99 in mainland France. You should expect a delivery between 3 and 4 working days for products in stock.
Do you ship internationally?
Yes, we deliver worldwide. For deliveries outside the EEC zone, customs fees/taxes may apply. These charges are the responsibility of the customer and will vary from country to country.
Can I have my order delivered to a relay point?
Unfortunately, this option is not avaible.
Can I have my order delivered in-store?
Unfortunately, this option is not available.
Do you accept exchanges?
You can contact our customer support in order to ask for an exchange or when requesting a return on our platform found here.
Do you accept returns?
Yes, you have up to 14 days after receiving your product to request a refund. You will be refunded within 14 days following the receipt of your products.
How do I make a return?
To make a return, please use the following link and follow the instructions.
How long will it take to ship my order?
If the product is in stock: 3 to 4 working days. If the product is not immediately in stock, the delivery time may be longer.
How can I track my order?
Once your order is shipped, you will receive an email with your online tracking number.
What types of credit cards do you accept?
We accept Visa, MasterCard and American Express. You can also finalize your order with PayPal or Apple Pay.
Do you accept payments via PayPal or Apple Pay?
Yes, you can pay directly on our website with your PayPal account or your Apple Pay account.
When is my bank account debited for my order?
You are debited when you place your order.
Do I need to create a customer account to order?
No, it's not mandatory. But it is highly recommended. It will allow you to quickly find your order history, edit your addresses and track your parcel online. You'll also be notified of new products and special events.
How often do you send out newsletters?
We send out an average of two newsletters a week. You can unsubscribe at any time with a single click. These newsletters are sent to introduce new products and announce important events.
How do I contact customer service?
You can click on the "Help" button at the bottom left of your screen or directly write an email to customer@elevenparis.com.
