At EleVen Shop, we understand that sophistication extends to every aspect of your experience with us—including our returns process. Just as we meticulously craft our premium grooming products, we’ve designed a seamless returns and exchanges policy that reflects our commitment to your complete satisfaction.

Quick Overview

Return Window: 15 days from delivery date

Condition: Items must be unused, in original packaging with tags attached

Refund Processing: 5-7 business days after we receive your return

Our Return & Exchange Process

Step 1: Initiate Your Return

Within 15 days of receiving your order, please email our customer service team at [email protected] with the following information:

  • Your order number
  • Items you wish to return or exchange
  • Reason for return
  • Whether you prefer an exchange or refund

Step 2: Prepare Your Package

Please ensure all items are:

  • In original condition and packaging
  • Unused and unopened
  • Include all original tags and labels
  • Accompanied by the original packing slip or invoice

Step 3: Ship Your Return

Once you receive return authorization from our team, please ship your items to:

EleVen Shop Returns
2677 Colony Street
Stamford, US 06901

We recommend using a trackable shipping service and retaining your shipping receipt until your return is processed.

Step 4: Processing & Refund

Once we receive and inspect your return:

  • We will notify you of the approval or rejection of your refund
  • Approved refunds will be processed to your original payment method within 5-7 business days
  • Exchanges will be shipped within 2-3 business days of approval

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Email to: [email protected]


Dear EleVen Shop Customer Service Team,


I would like to request a return/exchange for my recent order.


Order Number: [Your Order Number]

Order Date: [Date of Order]

Items to Return/Exchange: [List items and quantities]

Reason for Return: [Please specify reason]

Preference: [Refund / Exchange for (specific product)]

Please provide return authorization and shipping instructions at your earliest convenience.


Thank you,

[Your Full Name] [Your Email Address] [Your Phone Number]

Non-Returnable Items

For health and safety reasons, we cannot accept returns on the following products:

  • Opened Cosmetics (CONCEALER, ANTI SHINE POWDER, BRUSHES)
  • Personal Care Items (Beard & Brow Brush, other opened brushes)
  • Used Grooming Products (AFTERSHAVE, BODY LOTION, CLEANSERS, EXFOLIATORS that have been opened)
  • Opened DEODORANT Products

These items may only be returned if they are unopened, in their original sealed packaging.

Refund Timeline & Methods

Refunds are processed through the original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-7 business days after return processing
  • PayPal: 3-5 business days after return processing

Please note that your bank or credit card company may take additional time to post the refund to your account.

Exchange Policy

We happily accept exchanges for items in new, unused condition within 15 days of delivery. If you need a different size or product, please indicate your preference in your return request. We’ll ship your exchange item once we receive and process your return.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.). For exchanges, we cover the shipping costs to send your new item.

Need Assistance?

Our dedicated customer service team is here to help with any questions about returns or exchanges.

Email: [email protected]

Response Time: Within 24 hours during business days

Business Hours: Monday-Friday, 9:00 AM – 6:00 PM EST

EleVen Shop – Where Sophistication Meets Simplicity in Customer Satisfaction