Refund policy

Number11 Shop products are made on demand. Each product is produced specifically after an order is placed.

Because of this made-to-order production model, returns or exchanges are generally not accepted unless the product is damaged, defective, misprinted, incorrectly supplied, or otherwise eligible for a claim under this policy.

Damaged, defective, misprinted, or incorrect items

If your item arrives damaged, defective, misprinted, or incorrect, please contact us as soon as possible and no later than 30 days after receiving the product.

Please include your order number, the email address used for the order, a short description of the issue, and clear photos of the product and packaging.

If the claim is approved, we may offer a replacement, refund, or other appropriate solution depending on the issue and the production and shipping partner’s claim rules.

Lost packages

If your package appears to be lost in transit, please contact us as soon as possible and no later than 30 days after the estimated delivery date.

We will review the shipment status and, when applicable, help arrange a replacement or refund according to the production and shipping partner’s claim rules.

Packages marked as delivered by the carrier may require additional review. A refund or replacement cannot be guaranteed if the carrier confirms delivery to the address provided during checkout.

Wrong size, color, model, or product variant

Returns, exchanges, or refunds are not accepted when the issue is caused only by an incorrectly selected size, color, model, product variant, or similar buyer selection error.

Size charts, product information, colors, models, and available variants are shown on product pages. The cart page also includes a reminder to verify selected sizes and colors before checkout.

Please check all product details carefully before placing your order.

Buyer’s remorse and change of mind

Refunds, returns, or exchanges are not accepted for buyer’s remorse, change of mind, or because the customer no longer wants the product after the order has been placed.

Order cancellations

Orders can usually be canceled only within a short time after purchase and before the item enters production or preparation for shipping.

Once production has started, cancellation may no longer be possible because the product is already being made specifically for the customer.

EU right of withdrawal

EU consumers normally have a 14-day right of withdrawal for online purchases. However, this right may not apply to goods made to the consumer’s specifications, personalized goods, or certain sealed goods that are not suitable for return for health or hygiene reasons once unsealed.

Since Number11 Shop products are made on demand, please check all product details, size charts, colors, models, variants, and delivery information carefully before placing your order.

EU customs, import, and carrier/courier charges

Some products may be produced and/or shipped from outside the EU.

For EU deliveries, such items may be subject to customs or import charges, including an additional customs duty that may currently be charged at approximately €3 per customs tariff category or classification, depending on the shipment and applicable rules.

Carrier, courier, handling, administrative, or other related fees may also be charged at delivery.

These EU customs, import and/or courier/carrier charges are not Number11 Shop fees and are not collected by Number11 Shop unless they are explicitly shown during checkout.

If, at delivery, the customer refuses and/or fails to pay any applicable EU customs, import and/or courier/carrier charges, and the shipment is, for that reason, held, returned, abandoned, lost and/or destroyed, Number11 Shop does not guarantee a full refund of the charged product amount.

Shipping costs are not refunded in full once the shipment has been processed or dispatched. Any product refund amount will depend on the actual production and order-processing costs, direct and indirect transaction costs, courier/carrier costs, and the condition or availability of the returned goods.

Refused, unclaimed, or undeliverable shipments

The customer is responsible for providing a complete and correct delivery address and for collecting the package within the carrier’s available collection period.

If a shipment cannot be delivered because of an incorrect, incomplete, or outdated address, or because the package is refused, not collected, abandoned, returned, lost, or destroyed, a replacement or refund cannot be guaranteed.

Any refund amount will depend on the actual production and order-processing costs, direct and indirect transaction costs, courier/carrier costs, and the condition or availability of the returned goods.

Refund method

Approved refunds are normally issued to the original payment method used for the order.

The time needed for the refund to appear on the customer’s account may depend on the payment provider, bank, or card issuer.

How to report a problem

To report a damaged, defective, incorrect, missing, or delivery-related issue, please contact us through the Contact page.

Please include your order number, the email address used for the order, a short explanation, and clear photos when applicable.