FAQ's

HOW DOES AFTERPAY WORK?

Afterpay

 

SHIPPING FEES

Australian online orders: We have a shipping flat rate of $11.95AUD and an express rate of $16.95AUD.

We now ship internationally to and shipping is calculated at checkout.

Returns- 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 elevenelevenlab@gmail.com for review.

Refunds - If you have not been issued a tracking number, we can refund your order for change of mind. You will be refunded the transaction amount minus a 6% fee when paying with Afterpay, 2% fee via Shopify payments and 3% fee when paying with PayPal. 

If you have received your tracking number, we cannot refund your order.


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


Damages and issues 
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 elevenelevenlab@gmail.com 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.