Refund policy

The ELEVEN55 Way

We want you to love your items, but we know things happen. Here’s how we handle returns without the corporate headache.

Damaged/Faulty/Incorrect orders:

  • Damaged on arrival: If your package looks like it’s gone 10 rounds in a boxing ring, email support@eleven55.co.uk within 48 hours. Send us a photo of the damage (unless it’s silver jewellery, where photos can be tricky—just describe the issue).

  • Faulty or Missing bits: Let us know within 72 hours of receipt. We’ll either sort a replacement or a refund. Note: For overseas orders, we offer refunds only for faulty items.

  • Wrong item: If we sent you a sunflower instead of a rose, tell us within 30 days and we’ll swap it out.

If you’ve changed your mind (Unwanted Items):

You have 14 days from delivery to notify us that you’d like to return an item. It needs to be "as new" and in its original packaging.

 For health and safety, we cannot accept returns on pierced jewellery (earrings) or soap/bath products if the seal is broken or the packaging has been opened.

How to Return:

Do not post anything back until you have emailed us. 

 we source from different places, your return address depends on what you bought:

  1. Wellness & Soap Flowers: These usually go back to our dispatch partner (AWDS) to keep things fast.

  2. Jewellery & Exclusives: These come back to the Eleven55 studio for inspection.

Pro Tip: If your return is worth more than £15, we highly recommend using a "Signed For" service. We can’t refund what doesn't arrive!