Refund policy

Return deadlines

Our return policy applies to online and in-store purchases within 30 days of receipt. You can return your items to us until this date for a refund/credit or a free exchange.

Items purchased at press sales and clearance sales are subject to each store’s specific terms and conditions and cannot be returned or exchanged.

Online returns (mainland France)

For orders placed online in France, returns must be made via our returns portal: https://returns.bigblue.co/elevenparis.

Returns in store

For purchases made in store, no refunds in cash or on credit cards are possible at any time. Returns in store are only eligible for:

  • an exchange

  • or a store credit that can be used under 3 months on our website and in all our stores

Return policy

Returns are only accepted for products:

  • unworn

  • unwashed

  • undamaged

Items must be returned in their original packaging, with all tags attached.

For hygiene reasons, opened or tested fragrance mists cannot be returned or exchanged. We recommend that you try our fragrances in-store before purchasing.

To make a return, you must present a receipt or proof of purchase.

Refunds (online purchases)

Once we have received and inspected the returned item, we will send you an email to confirm receipt and inform you whether your refund request has been approved or rejected.

It is important to ensure that you include the return slip with your order so that it can be processed by our team.

If your request is approved, we will proceed with a partial or full refund of your order depending on the items returned. The refund will be processed and a credit will automatically be applied to your credit card or original method of payment within 14 business days.

Late or missing refunds

If you have not yet received your refund:

  1. Check your bank account

  2. Contact your credit card issuer, as processing time may be required

  3. Contact your bank to confirm that the refund has been processed

If you still haven't received your refund after these steps, please contact us at customer@elevenparis.com.

Exchanges

We accept exchanges for all items returned online or in-store  (except affiliates such as Vincennes, Bastia, Ajaccio, Touquet, and Neuilly).

Shipping

 

Region Costs Instructions
Metropolitan France Free Generate a return slip (3)
EU Zone 10 € Generate a return slip (3)
International At your own costs Check our TOS

 

International returns

For all orders outside mainland France and EU, returns are at the customer's expense. Products must be sent to the following address:

Kuehne + Nagel | Retours BIGBLUE ELEV
2 Avenue Joseph Paxton
Parc d'Activités du Nid de Grive
77164 FERRIERES EN BRIE
FRANCE

Upon receipt of the return, we will proceed with a partial or full refund of the order.