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The welcome email arrives within a few minutes. Check your spam folder and “Promotions” tab, as well as the email address you signed up with. If you can’t find it, contact our customer service and we’ll send it again.

I didn’t receive my welcome code

🎁 Promotions & Gift Cards

What is your delivery time?

How can I track my order?

I haven't received my confirmation email. What should I do?

Can I change or cancel my order?

My order has been in preparation for several days.

What if my package gets lost?

What should I do if my item arrives damaged or defective?

What are your shipping costs?

Which countries do you ship to?

Do prices include taxes and customs duties?

Can I change my shipping address?

My parcel shows as delivered but I haven’t received it

An item is missing from my parcel or I received the wrong item

Can I pick up my order in store?

📦 Orders & Shipping

How do I make a return or exchange?

Are returns or exchanges free of charge?

How long will it take to receive my refund?

Can I get a credit note?

🔁 Returns & Refunds

What payment methods do you accept?

Is payment secure?

Why was my payment declined?

💳 Payments

How do I create an account?

How do I change my information?

Can I place an order without creating an account?

Where can I view my credit notes?

I’m not receiving the six-digit login code

How do I unsubscribe from the newsletter or text messages?

👤 My Account

How do I use a promo code?

Can I combine multiple codes?

How does the gift card work?

My promo code isn't working

How do I get the welcome code?

Where can I find promo codes?

How to become an affiliate / reseller?

How can I propose a collaboration or partnership with Elevenparis?

How do I submit a press request?

🤝 Collaboration / B2B / Press

How do I choose my size?

Do your sweatshirts and t-shirts run large?

Do your joggers run large?

Do jackets and coats fit like the sweatshirts?

📏 Sizing & Fit

How should I care for my clothes?

Can my garment shrink?

How do I care for leather?

Why does my washed or tie-dye piece look different from the photo?

Do you offer repairs or customisation?

🧺 Fabrics & Care

An item is sold out in my size: will it be restocked?

Why is a restocked item already sold out?

Is a style available in another colour or size?

🔔 Availability & Restocks

Can an item sold out online be available in store?

🏬 Our Stores

How can I tell if an Eleven Paris product is authentic?

Why do two pieces of the same style look slightly different?

Will your past collections come back?

Are your capsules limited editions?

Are your collections unisex?

I saw an Eleven Paris piece in a show or music video: is it for sale?

When are new collections released?

✨ The Brand

I didn’t receive my welcome codeUpdated 4 hours ago