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We would love to hear from you about anything. If it is a query, an issue, or just some advice for what we should do in the future, we would be glad to hear it all!

Shipping

Once you have placed your order, the magic begins!

First, you will receive a confirmation email with your order number ( starting with #3...)

You will then receive a shipping confirmation email, meaning your parcel has been shipped and is on it's way! This email may be followed by emails from our shipping subsidiaries, who will notify you as the parcel moves closer and closer to its destination.

Please note: We aim to dispatch all orders within 1 business day of being placed, however this is dependant on volumes at the time of ordering. If there is any sort of issue and we cannot fulfil your order, we will notify you via email. Please allow up to 15 business days for your order to be despatched during peak sale periods.

 

SERVICE TYPE APPROX DELIVERY TIME COST
DHL EXPRESS  2-4 business days after dispatch

$7 USD

Free for orders over $200 USD


Orders are shipped to the US via DHL EXPRESS.
Delivery times for DHL EXPRESS orders are 2-4 business days after being dispatched. Your shipment may take a little longer when going through customs. We do not control, and are not responsible for customs fees or policies and we apologize for any inconvenience they may cause you! Please note that DHL does not ship to PO boxes.

Please note: Elite Eleven is NOT responsible for stolen/lost packages, packages sent to the wrong address, or refunding/replacing packages in these cases. Elite Eleven is not responsible for any packages once they are in the hands of any one of our shipping subsidiaries.

Please note: if payment to customs is not made, your order will be returned to Elite Eleven and a shipping handling fee will be deducted from your refund.

Please note, during sale periods, it may take a little longer for your parcel to be despatched from the warehouse. We aim to despatch packages within 15 business days during our major sale periods.
Standard shipping times to all major cities is approximately 2-5 business days, with express being approximately 1-2 business days (after despatch).

For rural areas, standard shipping can take up to 7 business days (remote areas).

We aim to ship out all orders as quickly as possible, but this is highly dependant on order volumes at the time of purchase. Please allow up to 10 business days for your order to be despatched during peak sale periods. If you have not received an order within the approximated time frame, please notify us by email at: contact.us@eliteeleven.com.au.

Please note: Elite Eleven is NOT responsible for stolen/lost packages, packages sent to the wrong address, or refunding/replacing packages in these cases. Elite Eleven is not responsible for any packages once they are in the hands of any one of our shipping subsidiaries.

Please note, during sale periods, it may take a little longer for your parcel to be despatched from the warehouse. We aim to despatch packages within 15 business days during our major sale periods.
International orders are shipped via DHL EXPRESS (or Auspost International if ordering from NZ and this option is chosen at checkout). Your shipment may take a little longer when going through customs, depending on your country’s policies. We do not control, and are not responsible for customs fees or policies and we apologize for any inconvenience they may cause you! Please note that DHL does not ship to PO boxes.

Please note: Elite Eleven is NOT responsible for stolen/lost packages, packages sent to the wrong address, or refunding/replacing packages in these cases. Elite Eleven is not responsible for any packages once they are in the hands of any one of our shipping subsidiaries.

Please note: if payment to customs is not made, your order will be returned to Elite Eleven and a shipping handling fee will be deducted from your refund.

Please note, during sale periods, it may take a little longer for your parcel to be despatched from the warehouse. We aim to despatch packages within 15 business days during our major sale periods.
Sometimes, there can be a delay in getting your parcel to you. Usually this is out of our hands, but we will do everything we can to speed up the process.

If you have not received your order within 14 business days, please email us at contact.us@eliteeleven.com.au, and we will launch an enquiry and hopefully get your parcel to you as soon as possible.

Please note: Elite Eleven is NOT responsible for stolen/lost packages, packages sent to the wrong address, or refunding/replacing packages in these cases. Elite Eleven is not responsible for any packages once they are in the hands of any one of our shipping subsidiaries.
We ship to PO boxes domestically within Australia. Unfortunately, DHL (international) does not ship to PO boxes.

RETURNS



Your satisfaction is our first priority at Elite Eleven.

If an item isn't quite right for you, it can be returned for a store credit (with no expiry date) or an exchange within 30 days of receiving your order.

In the unfortunate event that you receive a faulty item (manufacturing fault) upon receipt, we will gladly exchange the item or process a refund to your original payment method.

All returns are subject to us receiving the item back within 30 days. Items must be returned with their original packaging (tags attached) and, unless they were damaged prior to you receiving them, must still be in an unused and saleable condition.

Please note: if items are not returned in the same condition they were sent out, there will be a 20% reduction in store credit as a handling fee. Eg, If your returns are covered in dog/human hair, make-up stains etc.

FREE Returns Process:

- Enter your order number and postcode.
- Tell us why you are returning an item.
- Receive a FREE return label via email.
- Take your package to your local post office or red post office box.

It is as easy as that!

CLICK HERE TO START YOUR RETURN!

* FREE returns are only available for Australian customers.

** If you wish to return an already exchanged order, you will only be able to return the item/s for a store credit.

*** You will be able to return any items purchased during our sale period online or in-store for a store credit only. During our sale periods, our exchange option will be switched off due to the high volume of orders we receive. If you wish to exchange your item, you may initiate your exchange once our sale period has ended on the 30th of June. Please also note that you won't be charged an additional cost when exchanging sale items for a different size, but exchanging for a different style or colour will incur an additional cost.

**** Sometimes, your desired product may go out of stock during the exchange process. If this occurs, we will automatically issue you a store credit for the value of the returned product.

***** We do not offer returns on some items, including socks, undergarments, hats, and accessories.

****** Sale items are not eligible for a return or exchange (excluding sale periods such as EEOFY, Black Friday, Afterpay, etc.).
Your satisfaction is our first priority at ELITE ELEVEN. We offer a full refund on items if they are not right for you (this is for international customers outside of Australia only). Your return must be submitted within 30 days of receiving your parcel. Items must be returned with their original product packaging (tags attached) and, unless they were damaged prior to you receiving them, must still be in an unused and saleable condition. You are required to pay for the shipping of the parcel back to Elite Eleven.

Please note: if items are not sent back in the same condition they were sent out, the refund will not be processed and the items will be sent back. Eg: If your returns are covered in dog/human hair, make up stains etc..

CLICK HERE TO START YOUR RETURN!

We DO NOT offer free returns for orders placed outside of Australia at this time*
Items purchased online can be returned for a store credit or exchanged in-store, and vice versa. Please note if returning items in-store, proof of purchase is required.

General

To make an account with Elite Eleven, allowing easy access to your orders and quick checkout times, please hit the "Login" button in the top right of your screen (desktops).

From here, you can make a new account with Elite Eleven. You can also login to your account on the Elite Eleven app!
We would love to hear from you about anything. If it is a query, an issue, or just some advice for what we should do in the future, we would be glad to hear it all!

Email: contact.us@eliteeleven.com.au

Full mailing address: PO Box 11, Tullamarine, Victoria, Australia, 3043
We have given our EE Fam a few different ways of saving that little bit extra on their orders.

Some ways include: Leaving a product review, signing up to our emailing list, (for students) joining our fam at Student Beans, or striking it lucky during a flash sale or a collaboration with an affiliate. If you would like to know more about any of these methods, please reach out to customer support.

Please note, discounts and coupons (including review vouchers and first order discounts) will be disabled during the following periods: EE Birthday, EEOFY, Blackout, Boxing Day, and any other major sales that EE may participate in.
The EE warehouse team are taking a well-deserved break over the Christmas/New Year period this year. Any orders placed from Friday, 22nd of December 2023, will begin shipping on Wednesday, 3rd of January 2024. While emails will be monitored during this closure, please allow additional days for enquiries to be responded to. Thank you so much for your understanding, and we hope that you have a safe and happy break; see you in 2024!!