Shipping & Returns

Shipping
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.

 

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 hello@elevenelevenlab.com.au for review.

Refunds
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.

 

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 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.

Allergen Advice
Please look over the ingredients carefully before purchasing. Although our products contain 100% natural ingredients, reactions or sensitivities can still occur. A patch test is recommended 24 hours prior to full use. If irritation occurs, please discontinue use. If you have any concerns regarding ingredients, please contact prior to purchase.