Privacy policy
We have a 30-day return policy, which means you have up to 30 days after receiving your order to request and send your return.
Return requests made or products shipped back after this period will not be accepted.
To be eligible for a return, your item must be in the same condition that you received it, unworn, unused, without signs of wear, with tags, and in its original packaging. You may also be required to provide the receipt or proof of purchase.
To start a return, please contact us at support@weareleven.com.
All return requests are subject to review and approval by our team. We may request your order number, photos of the product, packaging, tongue or size label, and any other information necessary to review your request.
If your return is approved, we will send you by email all necessary instructions to complete the return, including the applicable return information for your order.
Do not send any product before receiving authorization and instructions from our team. Items sent back without a previously approved return request will not be accepted.
You can always contact us with any return questions at support@weareleven.com.
1. Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong product or size.
We may request photos of the product, the complete pair, the tongue or size label, the packaging, or other information necessary to evaluate the issue.
After reviewing your case, our team will provide the appropriate solution.
2. Exceptions / Non-Returnable Items
Certain types of items may not be eligible for return, including personalized or custom-made products, gift cards, and products identified as final sale.
Items included in certain promotions may also not be eligible for return when this condition was clearly disclosed at the time of purchase.
Please contact us if you have questions regarding the eligibility of a specific item.
3. Exchanges
If you have an issue related to the size, fit, or product received, please contact us at support@weareleven.com.
Exchange requests are subject to review by our team and product availability.
Once approved, we will send you all necessary exchange instructions by email.
4. Return Labels and Shipping Costs
The provision of a prepaid return shipping label is not automatic. Each request will be reviewed individually to determine whether the order qualifies for a return label.
For returns related to personal preference, including change of mind, size, fit, preference for another style, or other reasons unrelated to an error or product defect, return shipping costs may be the responsibility of the customer.
If you received the wrong product, the wrong size, a damaged item, or a defective product, please contact us. Our team will review your case and provide the appropriate solution.
5. European Union 14-Day Cooling-Off Period
For orders covered by European Union consumer protection laws, the customer has the right to notify us of their decision to withdraw from the purchase within 14 days after receiving the product, without providing a reason, subject to the exceptions provided by applicable law.
After notifying us of the withdrawal within this period, the customer must return the product according to the instructions provided by our team and within the time limits established by applicable law.
The customer may be responsible for the direct cost of returning the product when applicable and when previously informed.
6. Refunds
Once we receive your return, the product will be inspected by our team to verify that it meets the conditions established in this policy.
Authorization to return a product does not represent automatic approval of a refund.
After inspection, we will notify you whether your refund has been approved or not.
If approved, your refund will be automatically processed to your original payment method.
Refund processing may take up to 10 business days. After processing, your bank or credit card company may require additional time for the amount to appear in your account or statement.
If more than 15 business days have passed since your refund was approved, please contact us at support@weareleven.com.
7. Late or Missing Refunds
- Check your bank account or credit card statement again.
- Contact your bank or card issuer, as processing delays may occur.
- If you still have not received your refund, please contact us at support@weareleven.com.
8. Cancellations and Changes
If you wish to cancel or modify your order, please contact us at support@weareleven.com within 24 hours after placing your order.
After this period, your order may already have been processed or shipped, and we cannot guarantee that changes or cancellations will still be possible.
Orders that have already been shipped cannot be canceled or intercepted.
9. Return Instructions
If your return is approved, our team will send you by email all necessary instructions to complete the return.
Pack the product securely and keep it in its original packaging whenever applicable.
Please include your name and order number inside the package so we can properly identify your return.
If a return shipping label is provided by our team, please follow the instructions sent by email.
We recommend keeping your shipping receipt and tracking information until the return process is fully completed.
For any questions regarding returns, exchanges, or refunds, please contact us at support@weareleven.com.