How do I make a return or exchange?Updated a month ago
Return deadlines
Our return policy applies to online and in-store purchases within 30 days of receipt. You can return your items to us up to this date for a refund/credit or a free exchange.
Return policy
Returns are only accepted for products that are:
- unworn
- unwashed
- undamaged
Items must be returned in their original packaging, with all tags attached.
Online returns or exchanges (mainland France + Europe)
For orders placed online in mainland France, returns or exchange requests must be made via our returns portal: https://returns.bigblue.co/elevenparis.
You can also return or exchange your items in any of our stores, subject to availability (excluding affiliates: Ajaccio, Bastia, Touquet, Vincennes).
In-store returns or exchanges
For purchases made in-store, no cash or credit card refunds are possible, regardless of the amount. In-store returns are only eligible for:
an exchange
or a credit note valid for 3 months on our website and in all our stores
To make a return or exchange, you must present a receipt or proof of purchase.
Refunds (online purchases)
Once we have received and inspected the returned item, we will send you an email to confirm receipt and inform you whether your refund request has been approved or rejected.
If your request is approved, we will issue a partial or full refund for your order based on the items returned. The refund will be processed and a credit will automatically be applied to your credit card or original method of payment within 14 business days.
Late or missing refunds
If you have not yet received your refund:
Check your bank account.
Contact your credit card issuer, as processing time may be required.
Contact your bank to confirm that the refund has been processed.
If you still haven't received your refund after these steps, please contact us at [email protected].
Return shipping costs
Region | Price | Instructions |
Mainland France | Free | |
EU Zone | 10 € | |
Other countries abroad | At your expense |
International returns
For all orders outside mainland France, returns are at the customer's expense. Products must be sent to the following address:
Kuehne + Nagel | Retours BIGBLUE ELEV
2 Avenue Joseph Paxton
Parc d'Activités du Nid de Grive
77164 FERRIERES EN BRIE
FRANCE
Upon receipt of the return, we will proceed with a partial or full refund of the order within 14 business days.