Refund policy

Thank you for shopping with us! We want you to love your purchase, but if you need to return an item, please review our return policy below for guidance.

Eligibility for Returns:

  • Returns must be made within 14 days from the date you received your order.
  • Items must be in their original, unworn condition with all tags and labels still attached.
  • Items should not have been washed, altered, or damaged in any way.

How to Return:

  • To start a return, contact our customer service team at west11thcollective@gmail.com within the 14-day window.
  • Include your order number and a brief reason for your return.
  • Our team will guide you through the next steps.

Return Shipping:

  • You are responsible for the cost of return shipping.
  • We recommend using a trackable shipping service to ensure the safe return of the item.
  • Please pack your item securely to avoid any damage during transit.
  • Don't forget to include your packing slip with your return.

Refunds:

  • Refunds will be issued as a gift card for our online store for the full value of the returned item(s).
  • The gift card will be sent to the email address associated with your original purchase.
  • Please allow up to 7 business days for processing.

Store Credit Policy:

  • We do not offer cash refunds or refunds to original payment methods.
  • Your gift card can only be used on purchases from West 11th and has no expiration date.
  • You may use the gift card across multiple orders until the balance is used up.

Exclusions:

  • For hygiene reasons, we cannot accept returns on intimate apparel, swimwear, or earrings unless the item is defective.
  • Sale or discounted items are final sale and are not eligible for return.

Damaged or Defective Items:

  • If you receive a defective or damaged item, please contact our customer service team immediately.
  • We will arrange for a replacement or further instructions depending on the issue.

Order Cancellations:

  • We do not offer cancellations for orders that have already been placed. If you need to cancel, we can only offer store credit.

Please note: We reserve the right to refuse any return that does not meet the outlined requirements or appears to violate our policies.

If you have any questions or concerns, don't hesitate to reach out to our customer service team. Your satisfaction is important to us!

Thank you for shopping with West 11th Collective! We truly appreciate your support.

Sincerely,
West 11th Collective Team

Shipping Policy

Thank you for choosing West 11th! We want your shipping experience to be smooth and hassle-free. Please read through our shipping policy to ensure everything goes as expected.

Standard Shipping Rates:

  • We charge a flat rate of $6 for standard shipping on all orders.
  • Orders over $100 are eligible for free standard shipping.

Combining Orders:

  • If you’ve placed multiple orders in one day, contact us at west11thcollective@gmail.com to request that we combine your orders.
  • We will refund one of the shipping charges upon request.

Shipping Address:

  • Please double-check your shipping address during checkout.
  • If the address you provide is incorrect and it leads to additional shipping costs, the customer will be responsible for the extra charges.
  • If your package is returned due to an incorrect address, we will contact you to arrange reshipment, and you will need to cover the additional shipping fees.

Lost Packages:

  • If your package is lost in transit, please email us at west11thcollective@gmail.com to file a claim.
  • We will work with the shipping carrier to investigate and track your package.
  • If the package cannot be located, we’ll either reship your items (subject to availability) or issue a refund.

Stolen Packages:

  • Once your package is confirmed as delivered by the carrier, we are not responsible for theft.
  • If your tracking shows delivery but you haven’t received your package, please contact the carrier directly to inquire further.

Shipping Delays:

  • We are not liable for any delays caused by USPS or UPS.
  • If the carrier fails to meet their guaranteed delivery times, we cannot issue a refund for shipping costs.
  • For any delivery issues, please reach out to the carrier directly.

Thank you for understanding and cooperating with our shipping guidelines.

If you have any questions or concerns, feel free to contact us at west11thcollective@gmail.com.

We appreciate your support!

Warm regards,
West 11th Collective Shipping Team