Customer care

Returns & Exchanges

Not quite the one? We understand. Finding your frames should feel personal, and sometimes it takes another try. Here's everything you need to know about returns and exchanges.

Start a return or exchange

14 days to request a return
Original condition and packaging
Customer-paid return shipping

How it works

Start your request

Request your return or exchange through our return portal within 14 days of receiving your order.
Send your frames back

Once your request has been processed, follow the return instructions you're given. Frames must be unworn and in their original condition and packaging, and shipped back within one week of your request.
We'll take it from here

Once your frames arrive back with us, please allow up to 14 business days for your return and refund to be processed.

The details

Return window: Returns and exchanges are accepted within 14 days of receiving your order, subject to the conditions below.
Item condition: Frames must be unworn, in their original condition, and returned with their original packaging.
Return shipping: Standard return shipping costs are the customer's responsibility.
Return shipment deadline: Returned merchandise must be shipped within one week of submitting your return request.
Exchanges: Exchanges are issued as store credit, so you can choose the frames that suit you best.
Refund processing: Please allow up to 14 business days after we receive your returned merchandise for processing. Original shipping charges are not refunded.
Gift cards: Gift cards are final sale and can't be returned or exchanged.
Damaged, incorrect or incomplete orders: Please don't start a standard return. Contact our team first so we can review what happened.

Fit

The fit wasn't quite right?

Sometimes a different silhouette makes all the difference. If your frames aren't feeling like you, we're happy to help you explore another fit.

Take the Fit Quiz Ask us about fit

And if you'd simply rather send them back, that's completely fine. You can start a return or exchange within 14 days of receiving your order.

Order issues

Something not quite right?

If your order arrived damaged, defective, incorrect, or missing an item, please contact our team so we can review what happened and help.

To help us look into it, please include:

Your order number
A short note on what happened
A photo of the item and its packaging, where relevant

Please reach out before sending anything back. This is separate from a standard return, and we'll let you know the next step once we've reviewed your order.

Email hello@shopeleventh.com

Warranty

Made to be worn. Made to last.

If something isn't right with the craftsmanship of your frames, we want to know. Every pair is covered against manufacturing defects for three months from the purchase date.

What's covered

Manufacturing defects, for three months from your purchase date

What isn't covered

Ordinary wear and tear
Scratched or broken lenses
Lost screws resulting from neglect

To make a warranty request, email hello@shopeleventh.com with your order number, a short description, and photos of the issue. Our team will review it and be in touch about next steps.

Frequently asked questions

How long do I have to request a return?

You have 14 days from the day you receive your order to request a return or exchange. Once your request has been processed, please ship your frames back within one week.

How do I start a return or exchange?

Returns and exchanges both start in the same place: our return portal. Submit your request within 14 days of receiving your order, then follow the return instructions you're given once it has been processed. Frames must be unworn and in their original condition and packaging.

If you choose an exchange, you'll receive store credit to put toward your new frames.

Do I have to pay for return shipping?

Yes. Standard return shipping costs are the customer's responsibility.

If your order arrived damaged, defective, incorrect, or incomplete, please don't start a standard return. Email us at hello@shopeleventh.com first so we can review what happened.

How long does a refund take?

Once we receive your returned frames, please allow up to 14 business days for your return and refund to be processed. Original shipping charges are not refunded. If you have a question about your refund after that, email us at hello@shopeleventh.com.

What if my sunglasses don't fit?

It happens, and we'd love to help. If your frames are unworn and in their original condition and packaging, you can request a return, or an exchange as store credit, within 14 days of receiving your order.

Not sure what to try next? Take the Fit Quiz, or email us at hello@shopeleventh.com and we'll help you find a fit that feels like you.

What if my order arrives damaged or defective?

We're sorry. Please email hello@shopeleventh.com with your order number, a short note on what happened, and a photo of the item and its packaging. Please reach out before sending anything back; our team will review it and let you know the next step.

If a manufacturing defect appears later, within three months of your purchase date, it may be covered by our warranty.

What if something is missing from my package?

Please email hello@shopeleventh.com with your order number and let us know what's missing. A photo of what arrived, including the packaging, helps our team look into it.

Can I return a gift card?

Gift cards are final sale, so they can't be returned or exchanged.

What is covered by the warranty?

Our warranty covers manufacturing defects for three months from your purchase date. It doesn't cover ordinary wear and tear, scratched or broken lenses, or lost screws resulting from neglect.

To make a warranty request, email hello@shopeleventh.com with your order number and photos of the issue.