Returns, Refunds, & Exchanges

Returns & Refund Policy

Thank you for shopping with Eleventh Heaven. We want you to love your purchase, but if you need to make a return, please review our updated policy below:

No Returns Are Accepted At This Time

For issues pertaining to products ordered, email us at contact@x11thheavenx.com with your order details and problems to address.

Damages & Issues

Please inspect your order upon arrival. If your item is defective, damaged, or incorrect, contact us immediately so we can help resolve the issue. For pleasure products and certain lingerie brands, we strongly recommend reaching out to the product's manufacturer as well to obtain warranty or replacement information. This ensures you have the best chance for a quick resolution, as many manufacturers offer direct support and replacement options for these items. If you need assistance navigating the warranty process, our team is here to help—just let us know when you reach out.

Exceptions / Non-Returnable Items

  • No Returns AT ALL Accepted For:

    • Intimate wear (lingerie, underwear)

    • Hosiery

    • Wellness products

    • Pleasure/adult products

  • Other Non-Returnables: Sale items, gift cards, perishable goods, custom/personalized products, hazardous materials, flammable liquids/gases.

  • Most Sales Are Final: Except for cases of significant shipment delays affecting delivery time.

Manufacturer Deficiencies or Issues

For deficiencies or issues with non-returnable items, please follow the manufacturer’s warranty instructions and email us at contact@x11thheavenx.com. If approved, store credit up to the product cost may be issued.

Store Credit for Severe Shipment Delays

In the rare event of severe shipment delays that significantly affect your delivery time, you may be eligible for store credit up to the cost of the affected product. Please contact us at contact@x11thheavenx.com with your order details if you believe your shipment has been excessively delayed.

Exchanges

No product exchanges are also handled at this time.

European Union 14-Day Cooling Off Period

If your order is shipped to the EU, you may cancel or return your order within 14 days for any reason, provided the item is unworn, unused, with tags, and in original packaging. Proof of purchase is required.

Refunds

Once we’ve reviewed your claim, we’ll notify you of approval. If approved, a refund will be processed to your original payment method within 10 business days. Processing times may vary by bank or credit card company. If more than 15 business days have passed since your refund approval, please contact us at contact@x11thheavenx.com.

Questions? We’re here to help! Contact us anytime at contact@x11thheavenx.com.

Thank you for choosing Eleventh Heaven.