Shipping Information

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation. Orders placed on weekends or holidays will be processed on the next business day.

Shipping Methods & Timeframes

Standard Shipping – $12.95

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after shipment
  • Tracking: Included with all standard shipments
  • Insurance: Basic coverage included

Free Shipping

  • Available for: Orders over $50
  • Carrier: EMS
  • Delivery Time: 15-25 business days after shipment
  • Tracking: Limited tracking available

Note: Delivery times are estimates and may vary based on destination and customs processing. We do not ship to certain remote areas and selected Asian countries.

Returns & Exchanges Policy

Quick Overview

  • Return Window: 15 days from delivery date
  • Condition: Items must be unused, in original packaging with all tags attached
  • Refund Processing: 5-7 business days after we receive and inspect your return

Our Seamless Return Process

Step 1: Initiate Your Return

Within 15 days of receiving your order, 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
  • Your preference: exchange or refund

Step 2: Prepare Your Package

Please ensure all items meet our return conditions:

  • 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, 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

Refund Details

Refund Timeline & Methods

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

Please note: 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.

Non-Returnable Items

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

  • 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.

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 shipping, 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
  • Company Address: 2677 Colony Street, Stamford, US 06901

EleVen Shop – Where Sophistication Meets Simplicity in Customer Satisfaction