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General Questions

What Are Your Hours Of Operation? 

We are available for our customers Monday thru Friday, 9:00am-5:30pm EST. Any inquiries received after business hours will be answered in the order received on the following business day. We do our best to respond to all requests within 24 Hours. If you don’t hear from us, shoot us an email or give us a call at +1 855 880 7777. We are here to help!

Our hours are subject to change based on holidays or inclement weather. Please see the website for any updates.

Do You Have Any Stores?

EleVen is currently available directly to our consumers through our website, www.elevenbyvenuswilliams.com.

How Do I Know What Size To Purchase?

Our Sizing Charts have been provided as a general guide for determining fit. In addition, we try to include accurate and detailed information regarding fit and measurements for each item in the product description. Please keep in mind, however, that sizing can vary between brands. If you are having difficulty selecting a size or are between sizes, we'd be glad to answer any questions you might have! Please don’t hesitate to contact us for assistance by calling +1 855 880 7777 or emailing us at customerservice@elevenbyvenus.com.

Where Are Your Products Made?

Almost all of our products are sourced and produced in the United States. Any products produced outside of the United States will be indicated as ‘Imported’ on the item description. If you have a question about specific products, please give us a call or email us and we will be happy to help answer any questions! 

What Are Your Policies On Privacy?

Your privacy and the security of your information is extremely important to us. Please rest assured that we take great care in protecting any personal information that you may provide to us when creating user accounts, communicating with us, or making purchases. We have posted our Privacy Policy to give you confidence as you visit and use the Site, and to demonstrate our commitment to fair information practices and the protection of privacy.

 

About Your Order

How Can I See My Order?

You will receive an email confirming your purchase with us shortly after your order is placed. If you do not receive confirmation of your order via email, please double check to make sure your order was processed correctly.

If you have any questions or are having difficulty placing an order through our website, please let us know! Call us at +1 855 880 7777 or email us at customerservice@elevenbyvenus.com.

To view your order history, please login to your EleVen user account.

How Do I Update My Account Information?

To view and/or update your account information, please login to your Eleven by Venus account.

An Item I Ordered Is Out Of Stock. What Happened?

Eleven will send an email your preferred email address as items on your order ship, or if there are updates on the status of your order. Please note that all items ordered are subject to availability and can sell out quickly during high traffic periods. If an item ordered is out of stock, a refund will be issued to the original form of payment prior to shipment. Refund notifications are sent to your preferred email address and will be noted in the payment section of your invoice. Please send an email to customerservice@elevenbyvenus.com if you need to make changes to an order prior to shipment- we will do our best to accommodate your requests.

I Want To Make Changes To My Order. How Can I Do That?

Once an order has been confirmed, EleVen cannot add any items to an order or modify sizes and colors- we also do not keep customer credit cards on file in order to keep your information safe and secure. However, if you send us an email or give us a call, we can work with you to place a new order to accommodate any additional items or changes.

I Need To Change My Shipping Address. How Can I Do That?

No problem! Give us a call or send us an email and we can make the changes prior to shipment.

How Can I Cancel An Order?

Give us a call or send us an email with your order confirmation number and we can cancel the order prior to shipment. 

I Accidentally Ordered The Wrong Item! What Can I Do?

Mistakes happen! Please send us an email to customerservice@elevenbyvenus.com or give us a call at +1 855 880 7777 and we will do our best to accommodate your request for the correct item prior to shipment.

 

Shipping

When Will My Order Ship?

All orders placed before 3 PM EST (Eastern Standard Time) Monday – Friday will ship within 2-business days (we do not ship Saturdays, Sundays, or holidays). Your order will be shipped via Standard Shipping unless you select an alternative. Orders placed after 3 PM EST or on Saturdays, Sundays, and holidays will ship within 3-business days.*

*Express and Overnight Delivery Shipping - Orders placed after 3 PM EST will not begin processing until the next business day.

What Are Your Shipping Costs?

We offer Free Standard Shipping on all Domestic orders over $50. Orders under $50 are subject to a $5 flat rate. Expedited services will be calculated at checkout.

Where Does EleVen Ship?

We ship orders to all US States and territories, APO/FOP addresses as well as select international countries. Orders shipped to PO boxes, APO/FPO, Alaska, Hawaii and US territories cannot be expedited.

What Carriers Do You Use To Ship?

Orders placed with Free Standard Shipping will ship either USPS or UPS depending on your location. Your Shipping Confirmation email will tell you which carrier is handling your package and will provide you with a tracking link.

Do You Ship Internationally?

EleVen is pleased to ship worldwide through our partner, GlobalShopex.com. Simply add any items you wish to purchase in your shopping cart and choose the “International Checkout” option. The global checkout page will allow you to see the cost for shipping, duties and taxes upfront. You may prepay duties and taxes when you check out or, pay upon delivery. If you prepay, there will be no additional funds collected upon delivery. GlobalShopex handles the international checkout and will process your payment and guarantee delivery. Once your order is completed, order status questions should be directed to GlobalShopex at customercare@globalshopex.com or +1 786 391 4868

GlobalShopex Local Numbers
Australia (Sydney) · Tel: (612) 9037 0252
United Kingdom · Tel: (020) 3371 9380
Japan (Tokyo) · Tel: (3) 4520 9639
Spain (Madrid) · Tel: (91) 829 5114
South Africa · Tel: (27 10) 500-2487
Canada (Toronto) · Tel: (416) 840 5719
France (Paris) · Tel: (01) 7666 0593
Mexico (DF) · Tel: (55) 8525 3179
Brazil (Sao Paulo) · Tel: (55) 21 3958 1440
Peru (Lima) · Tel: (1) 718 0788
Colombia (Bogota) · Tel: (1) 508 2859
Chile (Santiago) · Tel: (56) 2 2938 2628

What Is the Delivery Time For International Orders?

Standard Shipping arrives to your address in between 8 to 15 business days
Priority Shipping arrives to your address in between 5 to 7 business days

In What Currency Are Orders Processed?

All orders will be transacted in US Dollars by your credit card company upon completion of your purchase, and then converted to your local currency; totals shown excludes any taxes, duties, levies or tariffs that may be imposed.

How Can I Track My Order?

You will receive a tracking number via email as soon as your order has been processed for shipment. Please allow 24 hours after you receive your tracking information for activity to update.

I Am Having Issues with Tracking / Delivery. Can You Help?

Let us know and we will do our best to help out! EleVen is not responsible for delays in shipping or delivery that result from factors outside our control such as inclement weather, acts of God, or any other shipping-related issue(s), including those caused by the carrier. Under any circumstance, EleVen is not responsible for incidental or consequential damages caused by the carrier. However, we are always willing to help by providing our customers with the appropriate resources so any shipping issues can be resolved.

 

Sales and Promotions

My Promo Code Isn’t Working. What Should I Do?

Give us a call or email us and we will be happy to help! Make sure that the items in your cart are eligible for the discount and that you do not have any other offers or Store Credits applied to the order.

I Forgot To Apply My Promo Code. What Should I Do?

Please give us a call or email us with your order number. As long as the order was placed during the promotional period, we will refund your order for the promotion discount amount. We cannot honor promotions for orders placed outside of the promotional period.

Something I Ordered Is On Sale Now. Can I Get A Price Adjustment?

Give us a call or send us an email to let us know- any items that have been reduced to a markdown price within 7 days of purchase are eligible for a price adjustment. Items that are on promotion are not eligible to receive price adjustments.

How Often Do You Have Promotions?

Sign up for our emails to receive the latest news on sales and promotions!

An Item I Love Is Out of Stock. How Often Do You Restock?

Many of our items are seasonal releases and are stocked on a first come, first serve basis. However, we will occasionally restock our Essential items. Please give us a call or send us an email if you have any questions about a specific item.

 

Returns and Exchanges

What Are Your Policies On Returns And Exchanges?

Returns

We hope that you will be completely satisfied with your purchase, but if something doesn't work out, no worries- you have 30 days from the date of purchase to return your items.

Please note the following items are not returnable:

  • Items that are worn, washed, or without tags
  • Items outside of the 30-day return period
  • Items purchased at Final Sale
  • Items purchased for a Charity

Eleven reserve the right to deny any items that do not comply with our return policy.

Exchanges

If you would like to exchange an item:

  • Submit and receive approval from EleVen’s customer service team, call us at +1 855 880 7777 or email us at customerservice@elevenbyvenus.com
  • Place a new order for the replacement to ensure its availability and then follow the return process here for the original item to receive a Return Authorization. A refund for your exchanged item will be issued once we receive and process the original item.

How Do I Return An Item?

To request a Return Authorization, please go to our Returns Page and simply follow the steps below:

  1. Enter your email and order number to submit a request for your return items.
  2. Once your return has been approved, an email will be sent to you with your Return Authorization. Please print and include a copy of your Return Authorization with your items and label the package with your Return Authorization number.
  3. You may send the item back using the carrier of your choice. Eleven does not currently offer shipping labels for return items. Please send returns to:
EleVen by Venus
7656 Byron Drive, Suite B5
Riviera Beach, Florida 33404
  1. Please allow up to 10 business days for us to receive and process your return.
  2. Once an eligible return has been processed for refund, we will notify you via email. Please note that it may take your financial institution additional time to post the refund to your account. We recommend that you contact them if you have questions regarding the timeline, since this information varies by company. Shipping charges are non-refundable.

Items returned without a Return Authorization can experience delays in processing.

Eleven reserve the right to deny any items that do not comply with our return policy.

How Can I Get A Return Label?

Eleven does not currently provide return labels- return shipping is the responsibility of the customer. You may send any approved return items back using the carrier of your choice.

I Am An International Customer. How Do I Return An Item?

We apologize but we are unable to process returns or exchanges for orders shipping internationally. If you have received a defective or incorrect item, please contact EleVen’s customer service team as soon as possible. You can call us at +1 855 880 7777 or email us at customerservice@elevenbyvenus.com.

I Received An EleVen Item As A Gift And It Does Not Work For Me. What Can I Do?

Our products make great gifts, but we understand that not everything works out! Please give us a call or send us an email letting us know. We will issue a store credit to your email once we receive the return items for the current selling price of the items being returned. Please note that any return items that have been worn, washed, or without tags cannot be accepted. 

I Have A Store Credit. How Do I Use It?

We’re made our Store Credits easy- simply enter the store credit code you received via email into the Discounts / Promotions box at checkout and the credit amount will be deducted from your order total. Any amount not redeemed in full with remain on the credit. All Store Credits are redeemable for up to one calendar year and cannot be combined with other offers or discounts.

I Purchased An Item That Was For Charity. Can I Return It?

All items purchased for Charity are Final Sale. The proceeds from the purchase of these items go either in part or in full directly to the Charity indicated on our website, which is why they cannot be returned. We appreciate your contribution to a great cause! Please call or email us if you have any questions.

I Purchased An Item That Was Final Sale. Can I Return It?

All items purchased at Final Sale are not returnable for refund, exchange, or store credit. Replacement requests can only be accepted if the original item is damaged or incorrectly shipped. Please give us a call or email us if you have any questions and we will do our best to assist you. 

An Item I Ordered Is Defective. What Can Be Done?

We stand behind the quality of our products at EleVen. Please email us at customerservice@elevenbyvenus.com with a clear photograph and detailed description of the defect so that we can work to provide a resolution for you.

I Received An Incorrect Item. How Can I Get This Fixed?

Sorry about that! We will work with you to ensure that you receive the correct item or refund. Please call or email us within 30 days of receiving your order and let us know which item is incorrect. We will issue the correct item within 24 hours and waive all shipping charges. You will receive an email with tracking for your corrected items. If the item you ordered is no longer available, we are happy to work with you to find an alternative item or we will issue a refund for the price paid.