Refund policy

We hope you’re delighted with your order, but if something isn’t quite right, we’re here to help.

How to request a return

Please email orders@elevenbibury.shop within 14 days of receiving your order to request a return authorisation.
Once approved, we’ll send you simple instructions on how and where to return your item.
Returns sent without prior authorisation may not be accepted.

Eligibility

• Items must be unused, unopened, and in their original packaging.
• Returns must be posted back within 14 days of authorisation.
• Please include your order number and contact details inside the parcel.
• Unless your item is faulty or incorrect, return postage is your responsibility.

We recommend using a tracked postal service, as we can’t accept liability for parcels lost in transit.

Refunds

Once your return has been received and checked, we’ll issue a refund to your original payment method within 14 days.
You’ll receive an email confirmation once your refund has been processed.

Shipping costs (where applicable) are non-refundable unless the item was faulty or sent in error.

Items not eligible for return

For hygiene and safety reasons, the following items are non-returnable unless faulty:

• Perishable goods (e.g. food or drink)
• Custom or personalised items
• Items that have been opened, used, or damaged after delivery

This does not affect your statutory rights under the Consumer Rights Act 2015.

Faulty or damaged items

If your order arrives damaged or isn’t as described, please email orders@elevenbibury.shop within 48 hours of delivery.
Include your order number, a brief description, and photographs if possible so we can resolve it quickly.

Questions

If you’re unsure whether an item qualifies for return, or would like advice before sending it back, please email orders@elevenbibury.shop - we’ll be glad to help.