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items in cart, view bagReturns & Exchanges
Returns & Exchanges
This holiday season, we want to make your shopping experience as convenient and stress-free as possible. That’s why we’re offering an extended return policy until 30 January 2025 on all purchases made between 15 November and 24 December.
How does a return or exchange work?
Not satisfied with your purchase from us? No problem, you can always return your garments within 30 days from the day you received the package! Returned items must however be unused.
The return waybill is enclosed with the order. If you have not received the waybill or have other questions, please contact our customer service via order@elevenate.com or call +46 (0)647 500 06.
If you want to exchange a product, the easiest and quickest way is to return the first order, and then place a new order in the webshop for the product you wish to have instead.
You, the customer is responsible together with the shipment company, for the goods until they reach us. However, if a package for some reason wouldn't find it's way back to us, we can always help you with contact information to the right shipping company.
Return process
Refunds on invoice (Klarna)
When we have received the package back, we will adjust the invoice and you will receive a confirmation from Klarna via email. If you chose to keep parts of the order, you will receive an updated invoice so that you can pay for the goods you have at home.
Refund from PayPal
If you paid by PayPal, we will credit the return to your PayPal account, within 15 days of receiving your return.
Send us an email containing your contact and product information, as per the specifications listed below.
Put the product back in the undamaged original packaging.
Use the return waybill you receive after you've emailed us (can take a few days) and give the package to the forwarder stated on the return waybill, i.e. the forwarder that delivered the package to you.
When we receive your package, please allow up to 15 working days to process your return.
We charge a fee of 15 CHF for the return when settling your refund.
Remember to send the package so that it is possible to track and save the tracking number. Then log in to Klarna or their app on your phone and click on "Rapportera retur" (Report return) on the invoice you want to manage, followed by "I have returned my goods". Then the invoice is paused and you do not have to worry that it will expire while you wait for us to handle the return.
You can easily follow the invoice by logging in to Klarna or the app on your phone after you have reported the return.
