How to Make a Return

How to Make a Return

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 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.

● Contact Us:

○ Email: Send a return request to support@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:

○ 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 may not be accepted or may be subject to additional fees at our discretion.

● 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.