When you have completed your order, we send an order confirmation to your e-mail address. In the confirmation, you find all the information regarding products, prices, billing and delivery address. If the order confirmation is incorrect you should contact customer support
No order confirmation
Due to technical errors or other circumstances beyond eleven's control, your order confirmation might be late or not arrive at all. If your order confirmation has not arrived after 30 minutes, kindly contact our customer support.
Our normal delivery time is 1-7 days, depending on selected shipping method and destination. Orders placed on weekends are dispatched the following Monday at the earliest. If a delivery is delayed (and we have not notified you on beforehand regarding longer delivery time) we kindly ask you to contact our customer support.
The customer must always provide valid and correct delivery information. If a parcel that has been dispatched to the wrong address is returned to eleven, or has not been collected, it is up to the customer to pay for a new delivery. eleven sends an e-mail to the customer to the provided e-mail address when the parcel has been returned to us and we then await the customer's response. For uncollected parcels, we charge a fee of SEK 150.
If we cannot dispatch your order within the specified time, you will be notified via e-mail or telephone. If you do not accept the new suggested delivery time you have the right to cancel your purchase without any additional cost.
All the prices in our store are indicated in SEK (unless specified otherwise or selected by the user). All prices are including VAT. We cannot be held liable for any price changes due to price changes from supplier, typographical errors in the price list and incorrect prices due to incorrect information and we reserve the right to adjust the price.
It is not possible to combine any discount codes with other promotions or offers, unless stated otherwise.
Any import VAT and customs duty is at the recipient's expense.
Return, Refund, Claim & Cancellation Policy
We follow the Swedish Consumer Agency's recommendations for e-commerce. Customer support is always to be contacted via our contact form
, e-mail (email@example.com) or telephone +46 (0)10-145 50 00 within reasonable time. For more information see our page for return management.
As our customer, when purchasing goods from our website, you have the right to return the merchandise within 30 days after you have received your order (the return policy could be extended for members of our customer club). The recipient is responsible for checking the delivery and products for defects upon receiving the parcel.
Exemption from Return policy
The product should be intact and unused but according to law you have the right to ensure the product's features and functions. When invoking the Return policy, we reserve the right to grant only partial refund in case the product has been handled to a greater extent than necessary. The fall in value will be assessed from case to case. Opened and/or used hygienic products cannot be refunded due to health and hygienic reasons. Exemption from the Return policy also applies to customised products, tailor-made for you, such as engravings or when the product has a clear personal hallmark according to your request. Also services where you explicitly have agreed that the service is initiated without the right to change your mind.
When we have granted the cancellation of a purchase, we will refund the sum of your order within 30 days.
You have to file a claim via our contact form or you call our customer support. The claim for a defect or damaged product must be filed within reasonable time after the defect/damage was discovered, however it must be filed within 3 years from the time of purchase. Note that the damaged product must be retained until the case is settled. If the product is not in stock we will contact you before any further processing. We usually process claims cases within 1-5 business days depending on workload. When a claim has been granted, we refund the sum of your order within 30 days.
If the parcel is damaged or opened upon delivery, you should contact your pick-up point directly when you collect the parcel. They provide pre-printed damage report forms.
We cannot be held liable for any typographical errors on this website or if products sell out. We cannot guarantee the images reproduce the product's exact appearance, as there might be a slight difference in colour depending on the screen, quality of the image and resolution. We try to always display the products as correctly as possible.
In case of a dispute that cannot be settled in agreement with the company's customer support and the customer, as a customer, you can contact the National Office for Consumer Complaints
Other EU country
Residents of countries in the EU other than Sweden can file their complaints online via the European Commission's platform for dispute resolution see http://ec.europa.eu/consumers/odr
. In case of a dispute we comply with the resolution from ARN or equivalent dispute resolution organ. Dispute regarding the interpretation or application of these general terms & conditions will be interpreted according to Swedish law.
Limitation of liability
We will not be liable for any indirect damages caused by the product. We do not accept liability for delays/errors as a result of circumstances outside the company's control (Force Majeure). These circumstances could for instance be work conflict, fire, war, government decision, reduced or defaulted delivery from supplier. Furthermore, we will not be liable for any modifications to products/product features, modifications by the supplier and other factors outside of our control.
Modification of Terms & Conditions
We reserve the right to modify the Terms & Conditions at any given time. The modifications of the Terms & Conditions will be published online at the website. The modified Terms & Conditions are considered as agreed upon placing an order or visiting the website.
Facts are disclosed with reservation for typographical errors, suppliers' possibly incorrect technical specifications, etc. The information disclosed by us is not a guarantee of utility, suitability, warranty etc. unless explicitly stated. eleven reserves the right to change all information without prior notification.
Eleven AB (corporate registration number 556594-7529)
Karlavägen 104, 115 26 Stockholm
Telephone: 010-145 50 00