Frequently Asked Questions

COVID-19 Inquiries

Are your fulfillment centers still open?  

Our fulfillment center is operating as normal as possible under the new COVID-19 health and safety measures. We appreciate your continued patience and understanding as some of our processing times may be delayed to ensure the continued safety our of team.  

What are you doing to keep team members safe?  

Our fulfillment partner continues to make the health and safety of their workforce a top priority by implementing rigorous safety standards in line with all state, county and CDC guidelines. These safety protocols include   strict social distancing, mandated PPE use including masks, face shields and gloves; frequent handwashing; increased cleaning schedules; and encouraging team members to stay home when feeling ill. 

Can I expect usual shipping times?  

Since the beginning of COVID-19 we have remained committed to making both safety and customer satisfaction our top priorities. However, our third-party shipping partners continue to encounter regional delays. We encourage you to place time sensitive orders or gifts as early as possible when using standard ground shipping, or alternatively, select one of our expedited service levels.  

Customer Care

How do I contact Customer Experience? 

You may reach us by phone at (888) 636-6767 Monday through Friday 9 AM to 5 PM (PST); via email at [email protected]; or via chat on 11honore.com Monday through Friday 8 AM to 8 PM (PST).  

 Payment

What payment methods do you accept?  

We accept credit/debit cards (Visa, Mastercard, American Express, Discover, JCB) as well as Paypal, ApplePay, Klarna and 11 Honoré gift cards.  

How do I redeem my Gift Card?  

You may use an 11 Honoré gift card for any qualifying orders by entering in the gift card code at the time of checkout in the gift card or discount code section.  If you cannot locate your gift card code or need assistance applying a gift card code to an order, please contact Customer Experience and we will be happy to assist you.  

What if my gift card doesn’t cover the value of my order? 

You may use a secondary form of payment to cover any remaining balances after the gift card code has been applied to your order. If you are experiencing any issues processing your order, please contact Customer Experience and we will be happy to assist you. 

Orders

Do I need an account to place an order? 

You may shop with us without creating an account. However, when you do register an account with us you will be able to curate your collection of designer favorites, view order history, easily request returns and exchanges, and save your shipping address for a more seamless checkout process in the future.  

Can I cancel or change my order? 

Depending on the status of your order, it may be possible to cancel and or update the shipping address or service levels. Kindly note that we are unable to combine orders or add or remove an item(s) from an existing order. If you do need to make any changes to your order, please contact Customer Experience immediately and we will do our best to assist you.  

What happens if my order arrives and my items are damaged or faulty?  

If an item is damaged or faulty when delivered to you, please notify Customer Experience via phone or email as soon as possible to request an exchange or refund. Damaged or faulty items are eligible for exchange or refund up to 30 calendar days from your order ship date. If the item is still in your possession beyond 30 calendar days from your order ship date, your exchange or refund may be declined at the sole discretion of 11 Honoré. 

What happens if my order includes items that ship in 2-3 weeks?  

Certain brands and items require 2-3 weeks to process and ship, and may ship directly from the vendor. If your order includes one or more items that require 2-3 weeks to process and ship, your entire order will ship together when all items are available. Items which ship directly from the vendor will arrive separately from the rest of your order. 

How will I know if my order includes items that ship in 2-3 weeks?

Ship times will be listed on the product detail page(s) on 11honore.com.

Delivery

Do you offer free shipping?  

We are pleased to offer complimentary standard ground shipping on all domestic orders. We also offer expedited service levels including two day and next business day for an additional charge.  

Do you offer in international shipping?   

We ship to most countries via priority shipping with our preferred carriers FedEx and DHL for a flat rate fee of $50 USD for customers shipping to Canada and $95 USD for the rest of the world.  Please note, there is a minimum order value of £135, excluding duty, tax and shipping fees, on orders shipping to the United Kingdom.

When will I receive my order?  

Transit times vary depending on the service level selected at checkout:

  • Complimentary standard ground shipping with anticipated transit time between three and six business days.   
  • Standard two-day shipping with anticipated transit time of two business days for a flat rate of $35 USD.   
  • Standard next day shipping with anticipated transit time of one business day for a flat rate of $50 USD.   

Kindly note, all upgraded shipping costs are nonrefundable. 

How can I track my order? 

We hope you are as excited as we are for you to receive your order. Once your order is in transit, you will receive a shipment confirmation email with the tracking details. You may track the delivery status along the way by using the FedEx website at www.fedex.com or the DHL website at www.dhl.com, depending on carrier. Our Customer Experience team is also available to answer any questions about your delivery.   

What if my package is lost?  

In the event your package is lost in transit, please contact Customer Experience as soon as possible and we will do our best to resolve the issue and locate your delivery, or arrange for a replacement or refund.

What if my package is stolen after delivery? 

In the event your package is stolen after the carrier confirms delivery, neither 11 Honoré nor the carrier will be liable to offer a replacement or a refund for the value of the order.  

Do you deliver on Saturday and Sunday?  

We do not offer Saturday and Sunday delivery.  

Is a signature required to accept my delivery?  

Orders valued at $500 USD and above will require a signature upon deliver to release your shipment. In the event this requirement creates an issue with your delivery, please contact Customer Experience as soon as you place your order, and we will do our best to remove it upon your request. However, please know that if the package is lost or stolen after the carrier confirms delivery, 11 Honoré will not be liable to offer a replacement or a refund for the value of the order.  

How can I ensure a secure delivery? 

If your order is valued under $500 USD and you are not confident that your delivery address is secure, you may contact FedEx and ask they redirect your package to a secure authorized location for pick up. Learn more on how to manage your delivery options at https://www.fedex.com/en-us/delivery-manager.html or call 1-800-GO-FEDEX

Returns and Exchanges

What is your Return Policy?  

We offer free exchanges on eligible items on all orders. Eligible items being returned for refund or store credit will be subject to a $9.99 fee to cover return shipping costs, which will be deducted from your refund or store credit. Eligible items are items that are not marked as Final Sale and must be received unworn, and in new condition with the original tags attached. Eligible items must be returned to us within 30 calendar days of your order ship date for a full refund to the original method of payment. Returns delivered outside of the designated timeframe may be accepted for store credit, but at the sole discretion of 11 Honoré.  

International returns will be subject to a $50 USD flat rate return processing fee. Kindly note that any pre-paid duties and taxes on international orders will not be refunded by 11 Honoré. Please contact your governmental agency for information on the refund and duty drawback process.  

Please note that all facemasks, hosiery and intimates are marked as Final Sale and are not eligible for return or exchange unless the item is damaged or faulty when delivered to you. Swimwear and bodysuits should be tried on over your own undergarments without removing the protective hygienic liner if applicable. Swimwear returned without the protective hygienic liner attached will not be accepted and returned to you without a refund.   

Kindly reference our product detail page(s) to validate the return eligibility for your items.  

Returns that are received damaged, soiled or without their original tags will not be accepted and may be returned to you. If in the discretion of 11 Honoré, we determine that certain returned items can be successfully dry-cleaned and or mended, a $25 USD refurbishing fee will be deducted from your refund. Kindly allow up to 14 additional business days for return processing if your item has been identified as requiring dry-cleaning or mending.   

Do you offer free return shipping?  

We are pleased to offer complimentary ground shipping on all returns. International returns will be subject to a $50 USD flat rate return processing fee 

Do you offer exchanges? 

If for any reason you are not fully satisfied, you may exchange any eligible items. Eligible items must be returned to us for exchange within 30 calendar days of your order ship date. Eligible items are items that are not marked as Final Sale and must be received unworn, and in new condition with the original tags attached. Kindly note that we can only exchange the same style for a different size. We currently do not offer exchanges on international purchases.   

How do I start a domestic return or exchange? 

If you would like to make a domestic return or exchange, please follow these step-by-step instructions: 

  • Visit our Returns Center at www.11honore.returnly.com and follow the instruction prompts. Select the eligible item(s) you wish to return or exchange. The review page will display with your estimated refund amount.
  • Once your return is authorized, you'll receive step-by-step instructions and a prepaid shipping via email. Securely pack the item(s) in its original packaging, if possible. Drop off your package at your local FedEx location as soon as possible to ensure your return shipment arrives at our warehouse no later than 30 calendar days from your original order ship date.
  • Returned item(s) are inspected closely before returning to our inventory for quality control purposes. During this time, your return is considered in process. Returns that do not meet our Return Policy may be returned to you without a refund at the sole discretion of 11 Honoré.
  • Once your returned item(s) have been received and accepted, your refund will be issued. Kindly note that refunds may take up to 10 business days to reflect on your account due to the various processing times between payment providers. 

How do I start an international return?  

Please contact Customer Experience as soon as possible and we will be happy to assist with your return. We will work with our international courier to schedule a pickup for your return shipment. We kindly ask that you include all commercial invoices and packing slip(s) from your original order in your return shipment 

How long does it take to process my refund?  

Our team typically processes returns within five to seven business days of the delivery date, however due to COVID-19 health and safety regulations, return processing may be delayed and we appreciate your continued patience while we work to keep our team safe. 

Why do I see a $25 USD refurbishing fee deduction on my refund?

If in the discretion of 11 Honoré, we determine that certain returned items can be successfully dry-cleaned and or mended, a $25 USD refurbishing fee will be deducted from your refund. Kindly allow up to 14 additional business days for return processing if your item has been identified as requiring dry-cleaning or mending. Once processed, refunds may take up to ten business days to reflect on your account due to the various processing times between payment providers. 
  

Special Order Items



What is a Special Order item? 

Items that are noted Special Order or Made-to-Order on the product details page(s) which are not carried in stock and are only produced by the designer after your order is placed. 

How do I know if an item is a Special Order item?

This information is listed on the product detail page(s) on 11honore.com.

How long will it take to receive a Special Order item?

Production and shipping times vary among Special Order and Made-to-Order items, and is listed on the product detail page(s) on 11honore.com. After your Special Order item(s) has shipped, please refer to our Delivery page on 11honore.com for transit information. 

Can I cancel a Special Order item after I place it?

Once your order has been placed for a Special Order and/or Made-to-Order item, we are unable to cancel the order. 

Can I return a Special Order item?

All Special Order and Made-to-Order items are final sale and non-returnable, and cannot be exchanged. 

Instant Credit

What is Instant Credit?

While processing a return or exchange via the Returns Center, you may be offered an Instant Credit code along with a prepaid shipping label. Not all orders will receive an Instant Credit code and may only be eligible for a return for a refund. If you do receive a code, you are not obligated to use it. If it's not used by the time your return is processed at our warehouse, you will receive a refund to the original payment method and the code will be deactivated.

How do I use Instant Credit?

If you elect to use Instant Credit, you can shop now and select any item on the site. You'll use your Instant Credit code at checkout, similar to a gift card. The Credit amount will be for the amount of the items being returned. Instant Credit comes with no strings attached: any unused portion of your issued Credit will be refunded after your items are received.

What if I use part or all of my Instant Credit but don't return my order?

If your return is not received within 30 calendar days, you will be billed for the value of the Instant Credit used.

What if I don't want to use Instant Credit, I just want my refund?

You are not obligated to use any of the Instant Credit issued. Simply return your items according to the return policy. Once your return is inspected and accepted by our Returns team, we will process your refund within 3 business days of delivery date. 

+ eleven

How do I join + eleven?

Simply sign up for an account at 11honore.com!

What kind of purchases are eligible to earn points? 

All purchases made with 11 Honoré are eligible. The number of points is determined by the product total of new orders, after any discounts have been applied.

When will I receive my points?

You will receive points immediately after order payment. 

How do I view my point balance and access my points?

You will need to create an account on 11honore.com and access your account page

How do I use my points?

After logging in, redeem your points for eligible rewards during checkout, or access your account page to manually redeem your points for eligible rewards in the form of a gift card code. 

Do my points expire? 

Your unused points will expire only if your account is inactive for over a year.

Can I use more than one reward on a purchase? 

You can only use one reward per order. 

Can I use my reward on any purchase?

Rewards are valid on full price items only. 

Can I return my order if I had redeemed points for a discount? 

You can view the details of our Return Policy here. If you had used a reward on the order, we will return the corresponding points back into your account upon refund. 

Are my past purchases eligible for + eleven? 

All of your past purchases will inform your current level of benefits within +eleven. However, past purchases (prior to program launch on 11/13/2020) are ineligible for earning points. 

I still have an unanswered question. 

Please contact our Customer Experience team at [email protected] and we will happily assist. 

Sales and Promotions

Do you offer sales throughout the year?  

We are pleased to offer a curated selection of marked down product on our Sale page available at https://11honore.com/collections/sale. Items are updated frequently. Please note our product description pages for any restrictions on returns or exchanges.  

Do you offer any special promotions or discounts? 

We love to reward our customers with special promotional offers and discounts throughout the year. Available promotions will be indicated on relevant pages of our website. Please review the relevant Terms and Conditions to learn more about any specific promotional offer.  

Price Matching and Adjustments

Do you price match other retailers? 

We do not price match other retailers. While the same item may be offered at a discounted price on competitor sites, we often times work in different buying and sale cycles. 

Do you offer price adjustments after purchase? 

If we mark down or re-price an item you've already purchased, we are happy to adjust the sale price at your request within 30 calendar days of your purchase. 

Price adjustments are subject to the following terms:

  • The 11 Honoré item must be in stock on 11honore.com in the size and color originally purchased
  • Price adjustments are not applicable on items originally purchased at sale or mark down price
  • We do not offer price adjustments on items sold and shipped by partner brands on our site
  • We will only make one price adjustment per item
  • Once a price adjustment is made, the item adjusted will not be eligible for return, and is non-returnable
  • Price adjustments will be credited back to the original form of payment used to purchase the item

Size and Fit

Am I able to search by price, category, or size?  

Filter menus are available on the top of every collection page, allowing you to filter results by price, category, or size. When you are filtering based on size, we take into account our stylist’s recommendation of which styles run true to size, large or small. For example, when you are searching for a US size 16, the filtered results will include size 18s that run small, and size 14s that run large. We also include styles that use international sizing, based on the following size conversion chart. You may also contact  [email protected] for assistance if you do not see your size.

 

How do I determine if an item will fit me? 

To take the guesswork out of your shopping experience and help communicate the fit of a garment, we clearly note how a garment fits on each product page under the Details section. Our in-house stylist team conducts fit sessions on every item and those recommendations are noted on all product pages. We compare the labeled size with our precise measurements, relaying this information and recommending accurate fit. You may also contact  [email protected]  for assistance if you have additional fit questions. 

Klarna

What is Klarna? 

Klarna is an alternate payment method that allows you to split your purchase into 4 interest-free payments. To use Klarna to pay for your purchase, choose Klarna in the checkout. Your purchase will be split into 4 interest-free payments. The first installment will be taken from your credit or debit card when your order is shipped. The remaining three payments will be automatically charged to your card 14, 28, and 42 days later. Read more here.

How do I use Klarna? 

If your bag is eligible for 4 interest-free payments with Klarna, you will be able to select Klarna as a payment method during checkout. After your order is shipped, you will be charged for the first quarter of the total amount. Klarna will send a notification once the payment has been processed. You will be informed ahead of time before the next payments.

What if I get declined from using Klarna? 

You can use an alternate payment method to complete your purchase. To use Klarna for future orders, please reach out to Klarna’s customer service team to discuss options. You can contact them in the Klarna app or at klarna.com. Please note, Klarna may only be available on purchases between $35 and $3,000 USD. 

Can I use Klarna if I’m an international customer? 

Klarna is only offered to customers who have a US residential address, a US-issued debit or credit card, and a US SMS-capable mobile phone number. Customers with international billing addresses and/or phone numbers will not be able to sign up for Klarna.  

What products are not eligible for purchase using Klarna? 

Klarna is not available on purchases of gift cards or e-Gift cards and may be unavailable on additional products. If your order contains gift cards and other eligible products, you will need to purchase your gift cards separately. 

How do I find out more information about refunds? 

Please note, refunds for Klarna will first be refunded from 11 Honoré to Klarna, and then to you. We cannot provide an exchange or cash refund. Read more about refunds here.

Where can I find out more about Klarna?

For more information, please visit Klarnas FAQ page here.

How can I contact Klarna?

If you have a question about your Klarna account, please contact Klarna via chat 24/7 here or phone at 844-KLARNA1 (844-552-7621) Monday through Friday 9 AM to 6 PM (EST).

*For customers that have used Afterpay on previous orders, you will continue to use Afterpay to complete your payments. If you are returning an order that was purchased with Afterpay, refunds will first be refunded from 11 Honoré to Afterpay, and then to you. If you have a question about your Afterpay account, please contact the Afterpay toll-free Customer Support line at (855) 289-6014 or submit a question here.