Where do you ship?

We currently ship to Australia wide.

We offer FREE STANDARD SHIPPING for all orders over $120 within Australia. Standard shipping within Australia under $120 is a flat rate of $9.95. We offer a flat rate express shipping Australia wide at $16.95.

All orders are dispatched from warehouse within 1-3 business days. Shipping to Australian Metro areas usually take 5-7 working days from dispatch with rural and remote taking 7-10 working days depending on location.

How do the subscriptions work?

Easy! Choose your favourite product or bundle and select subscribe and how often you want to receive them. Your preferred method of payment will be auto charged each billing cycle and your products will be sent to you.  You can cancel anytime after three billing cycles, simply email us at hello@elevenelevenlab.com.au. Find out more here.

Can I add one-off purchases to my next subscription cycle?

Yes, absolutely, you can do this through your subscription link or simply email us at hello@elevenelevenlab.com.au which products you would like added and we can do that for you.

Can I edit or cancel my subscription?

Of course! If you would like to pause, change or add products or frequencies, update email/postal address or payment details, you can do this through your subscription link or just email us at hello@elevenelevenlab.com.au and we can make those changes for you. You can cancel anytime after three billing cycles. Please send an email to hello@elevenelevenlab.com.au if you would like to cancel your subscription.

How does the Loyalty Program work?

Our Lab Perks program is super easy to use. You can sign up/log in here and it will show you how you can earn points. As you build up enough points, you can redeem rewards. You can even gain points without spending money. 

Do you have a friend referral system?

We sure do! If you refer a friend using your Lab Perks code, both you AND your friend will get $20 Voucher to spend on anything in the store. 

How do I send my $20 Voucher to a friend from the Lab Perks Program?

Simple! Login (or sign up) to your Lab Perks Account (bottom left pink gift box icon or drop down box under "Explore" in menu) and you will find your friend referral code. You can send this code to your friend and when she uses it, you will get sent a $20 voucher too!

What is your packaging made from?

All bottles are made from glass or PET/rPET and are fully recyclable. PET is an energy efficient packaging material which has a very low economic footprint compared to other non-plastic alternatives. It is lightweight, reducing the environmental costs, and has outstanding recyclability due to its efficient and effective ways of recapturing and reusing energy.

Do you use plastic when you pack your orders?

No, we do not use any plastic when packing our orders. We use tissue paper, cardboard boxes and shredded paper. We also reuse any packaging we may have in our warehouses from supplier orders.

What can I do with my empty bottles?

Our bottles are 100% recyclable so you can place them in your home recycle bin. We are currently also in a trial period of reusing and refilling bottles. If you would like to contribute to this program and the planet, you can send your empty bottles to;

11:11 Lab
2b Malcolm Street,
Spearwood, WA, 6163

Your empty bottles will be collecting and be cleaned, sterilised and reused in the next batch of products. You will still receive new bottles in your next order but know that your empty bottles will be getting new life.

Are your products Australian made?

11:11 Lab products are Australian made and owned.

Are your products tested on animals?

All our products are 100% cruelty free and vegan.

Are your products safe during pregnancy?

Yes, all 11:11 Lab products are pregnancy safe.

How does Afterpay work?

Add your favourite products to your cart and select Afterpay at checkout. From there you can log into or create an Afterpay account and your purchase will be split into 4 payments, payable every 2 weeks.

Can I return my products?

Here at 11:11 Lab, we are so passionate about offering the highest quality, functional and luxe skincare collection that we proudly offer a satisfaction guarantee.  Yep, that’s how confident we are.
We want your purchase to leave you wanting more and to have you share our brand name with positivity and love. 
*E-mail requesting a return must be received within 45 days of the original purchase.  

Can I get a refund if I change my mind?

If you have not been issued a tracking number, we can refund your order for change of mind. If you have received your tracking number, we cannot refund your order.

You can always contact us for any returns or refund questions at hello@elevenelevenlab.com.au.

What if I have any issues with my order?

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. For items that arrive broken or damaged, take an immediate photograph of how they arrived and email hello@elevenelevenlab.com.au so we can review your case. For any items that arrive broken or faulty we will provide a store credit or replacement if we are notified within 21 days of receipt. Please do not dispose of the item until we have had the chance to review your case.