Refund policy

Returns Policy

At A11one, we want you to love your order. If for any reason you’re not completely satisfied, you may return eligible items in line with the policy below.

Your Right to Cancel

Under UK law, customers have the right to cancel and return online purchases within 14 days of receiving their order. You must notify us of your intention to return within this 14-day period. Once we authorise the return, you then have an additional 14 days to send the item(s) back.

Conditions for Returns

To qualify for a refund:

  • Items must be returned in their original condition – unworn, unwashed, and free from marks, stains, or odours.

  • All items must be returned in the original packaging, including tags, labels, bags, or boxes, exactly as received.

  • Returns that are not received in their complete original condition and packaging will not be accepted.

  • Customers are responsible for the cost of return shipping (unless the item is faulty or incorrect).

Non-Returnable Items

  • Sale items are non-returnable and cannot be exchanged or refunded.

  • For hygiene reasons, underwear, socks, and swimwear cannot be returned unless faulty.

Refunds

  • Once your return is received and inspected, we will notify you by email.

  • Approved refunds will be processed back to your original payment method within 7–10 working days.

  • Original shipping costs are non-refundable.

Exchanges

At this time, we do not offer direct exchanges. If you would like a different size or style, please return your item (if eligible) and place a new order.

Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us at support@a11one.com within 7 days of delivery with your order number and photos of the issue. We will arrange a replacement or refund at no additional cost to you.

How to Start a Return

  1. Email returns@a11one.com with your order number, item(s) you wish to return, and reason for return.

  2. Wait for confirmation and instructions from our team.

  3. Package the item securely in its original packaging and post to the return address provided.

  4. Keep proof of postage until your return has been processed.