At BXELEVEN®, we aim to make the return process straightforward and convenient. If you have an unwanted item that you’d like to return, please read our refund and returns policy then follow the steps below.

For unwanted items, we provide a prepaid return shipping label, and the return shipping cost is deducted from your refund.

Step 1: Initiate Your Return Request

Timeframe: You have 30 days from the delivery date to initiate a return for unwanted items.

To initiate your return contact us:

• Email: Send a return request to returns@BXELEVEN.com.

• Information to Include:

  • Order Number: Found in your order confirmation email or packing slip.

  • Item(s) to Return: Specify the item(s) you wish to return.

  • Reason for Return: While not mandatory, your feedback helps us improve.

Step 2: Receive Return Authorisation and Prepaid Label

• Return Authorisation Number (RMA):

  • After reviewing your request, our customer support team will provide you with an RMA number via email.

• Prepaid Return Shipping Label:

  • A prepaid shipping label will be attached to the email. This label is used to send the item back to us.

• Return Shipping Cost Deduction:

  • Important: The cost of return shipping will be deducted from your refund amount. The deduction amount will be specified in the email.

Step 3: Prepare Your Item for Return

• Original Condition:

  • Ensure the item is in its Original Condition—unworn, unwashed, with original tags attached, and in its original packaging.

• Include All Components:

  • Include any accessories, manuals, or free gifts that came with the item.

• Packaging:

  • Securely pack the item to prevent damage during transit. You may reuse the original packaging if it’s in good condition.

Step 4: Attach the Prepaid Return Label

• Print the Label:

  • Print the prepaid return shipping label provided in the email.

• Affix to Package:

  • Securely attach the label to the outside of your return package.

  • Remove Old Labels: Ensure any old shipping labels or barcodes are removed or covered to avoid confusion.

Step 5: Send the Package

• Drop-Off Location:

  • Take the package to the carrier specified on the prepaid label (e.g., Royal Mail, Hermes, DPD).

• Obtain a Receipt:

  • Request a drop-off receipt or note the tracking number for your records.

• Track Your Return:

  • If available, use the tracking number to monitor the return shipment's progress.

Step 6: Return Processing

• Inspection:

  • Once we receive your return, our team will inspect the item to ensure it meets the return criteria.

• Notification:

  • We will send you an email confirming receipt and the outcome of the inspection.

Step 7: Refund Issuance

• Refund Amount:

  • The refund will be the original purchase price minus the return shipping cost.

• Refund Method:

  • Refunds are issued to the original payment method used for the purchase.

• Processing Time:

  • Please allow 7-10 working days after we receive your return for the refund to appear in your account, depending on your bank or card issuer.

Important Information

• Non-Returnable Items:

  • Certain items cannot be returned, including:

    • Items marked as “Sale” or "Final Sale".

    • Gift cards and store credit vouchers.

    • Customised or personalised items.

    • Undergarments and swimwear (for hygiene reasons).

• Defective or Damaged Items:

  • If your item is defective or damaged in transit, please do not use this return process. Instead, contact us immediately at support@BXELEVEN.com for assistance. In such cases, we will cover all return shipping costs, and you will receive a full refund or replacement.

• International Returns:

  • If you are returning an item from outside the United Kingdom:

    • Customs Fees: You are responsible for any customs duties, taxes, or fees associated with returning the item.

    • Shipping Costs: The cost of return shipping will still be deducted from your refund.

• Return Window Compliance:

  • Returns initiated after the 30-day window not be will likely not accepted for a refund or may be subject to additional fees at our discretion. It is also possible that you will receive store credit if you initiate your return outside of the 30 day window.

• Condition of Returned Items:

  • Items not meeting the Original Condition criteria may be returned to you, or a restocking fee may apply.

Need Assistance?

If you have any questions or require assistance at any stage of the return process, please don’t hesitate to contact our customer support team:

• Email: support@BXELEVEN.com

• Contact Portal: Visit our Contact Us page.

Our team is available to assist you and will respond within 24-48 hours.

Thank you for shopping with BXELEVEN®. We appreciate your business and are committed to providing high-quality products and excellent customer service.