Shipping Prices

We have free shipping on all orders over 50 EUR/ 50 USD and charge a 5 EUR/ 5 USD fee for a return on an order. For orders below 50 EUR/ 50 USD we charge a shipping cost of 10 EUR/ 10 USD.

Delivery times

All EU orders are processed at our distribution center in Stockholm, Sweden, subject to payment clearance and stock availability. All US orders are processed at our distribution center in Portland, Oregon subject to payment clearance and stock availability.

• Orders within European Union are sent with DHL Express. Standard delivery time, 2-5 days. 
• Orders within the United States are sent with UPS. Standard delivery time, 3-7 days. 

 

Unclaimed packages

If we receive packages from a customer/recipient who has refused the package sent them, we reserve the right to charge the customer for all the costs incurred in such return + a handling cost of 300 SEK/30€/30$.

Responsibility of gods

Elevenate AB is responsible if the gods are damaged on the way to you. Please contact our customer service as soon as possible, but no later than within 60 days.

Taxes and Duties
-For all orders from European residents, prices include Swedish VAT at 25 %. All countries within the European Union are shipped to on a DDP (Delivery Duty Paid) basis, meaning that taxes and duties are included in the price at checkout.
-For all order from United States residents, sales tax is calculated at checkout depending on customer location. 

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 sent in a separate email at the time of delivery confirmation. 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 gods 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 comapny.

Return process

1. Put the product back in the undamaged original packaging.
2. Fill out the return form below with the reason for your return and put it in the package.
3. Use the enclosed return waybill and give the package to the forwarder stated on the return waybill, i.e. the forwarder that delivered the package to you.
4. When we receive your package, please allow up to 15 working days to process your return. (With the current situation regarding the Coronavirus all packages will be in quarantine for 48 hours in our warehouse before we process them.)

30 day return policy

We want you to be happy with your products, therefore we have a 30 day return policy. Before you open the package, check that the size, model and color is what you ordered. If you need to return the product, it has to be sent back in new condition, that is, not worn or washed, original hangtag must be in place and the garments must be returned in their original packaging, otherwise we cannot accept your return.

It usually takes no more than two weeks from that you sent the return to us before you receive full refund. Maximum time is 30 days.

Refunds on invoice (Klarna)

Remember to send the package so that it is possible to track and save the tracking number. Then log in to Klarnaor 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.

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.

You can easily follow the invoice by logging in to Klarna or the app on your phone after you have reported the return.

Refund from PayPal

If you paid by PayPal, we will credit the return to your PayPal account, within 14 days of receiving your return.