FAQ's

 

Where do you ship?

We currently ship to Australia, New Zealand and United States.

We offer FREE STANDARD SHIPPING for all orders within Australia with a flat rate of $10 for express shipping. No minimum spend.

Shipping and handling fees for United States and New Zealand will be calculated upon checkout.

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.

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.

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.

I can't get my cleanser to pump, what do I do?

Our cream cleanser is very thick and really creamy (which our customers love!) so sometimes the initial pump to get it going takes a bit of time. Unscrew the nozzle and push the stem into a different portion of the cream and try pumping again. Repeat this process until it comes through the top and you should be good to go.

Can I return my products?

Within the ACCC Consumer guarantee guidelines, we are happy to offer a store credit on items that are returned to us unopened and unused. This is on the condition that we are notified within 21 days of receipt of the item, and that the item is returned within 7 days of contacting us. We recommend that you return items using a trackable postage method. 11:11 Lab will not be held liable for parcels lost in transit. Please note that 11:11 Lab is not responsible for any return shipping costs.

If you have opened your products and have another concern, please send us an email at hello@elevenelevenlab.com.au for review.

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.