FAQ

 1. HOW TO STAY INFORMED ON THE NEWS

By subscribing to the newsletter, you will be among the first to receive information on new articles, events and news from Eleven Village Store. 

 2.  HOW TO SUBSCRIBE OR CANCEL / UNSUBSCRIBE TO THE NEWSLETTER

To subscribe to our newsletter, please visit the "SUBSCRIBE" section to fill in the registration form.

To unsubscribe / unsubscribe, click on the hyperlink at the bottom of each "UNSUBSCRIBE" newsletter

 3. SHIPPING AND DELIVERY

Log in to your account to get free shipping (UPS) for all orders over € 150; for shipments abroad if the country is not already in the price list, you are invited to inform us of the destination. 

After receiving the payment of the order the time for the consigns are within 3-4 working days for standard shipping and 2 days for express delivery.

Deliveries are made during office hours from Monday to Friday, with the exception of holidays. In case of absence you are invited to contact the courier, after several attempts the order will return to our shop. 

Delivery will be made to the address indicated in the online order; it is possible to change the shipping address and the shipping and delivery times if this occurs on the same day of the online purchase, afterwards we are no longer able to modify this data.

It is possible to choose the specific day for delivery, communicating during the online purchase (in the notes for the courier) or in any case on the same day of the purchase by email: shipments@ elevenvillagestore.com

For more information, please consult our conditions of sale.

4. MY ORDER HAS BEEN SHIPPED?

Connect to your customer area, so you will have the opportunity to check the status of the order:

Canceled: the order was canceled by you or following the possible unavailability of the item. It is also possible that the payment of the order has not been confirmed.

Pending: payment for the order has not been finalized, a customer service consultant will contact you as soon as possible to assist you with your order.

In progress: the order has been validated and is in preparation.

Finished: the order was shipped to the delivery address indicated at the time of online purchase. You can track your order using the tracking number provided by connecting to the following UPS address.

5. HOW TO MONITOR MY ORDER

You can track the shipment of the order thanks to the tracking number and you will be informed about the shipping stages of the order.

The same tracking number is indicated in the shipment confirmation email; please enter it on the UPS courier website to track the shipment of the order.

 6. I MADE AN ORDER BUT I DID NOT RECEIVE IT

Check that the shipping address is correct.

If there is a non-delivery notice, contact UPS on 02 3030 3039.

Connect to the UPS site where you can follow the status of the order, in case of non-receipt of the package within 5 working days, please contact UPS customer service.

 7. RETURN AND REPLACEMENT PROCEDURE

When returning the product, place the product in its original packaging, accompanied by the accessories and fiscal documents / receipt / invoice. It is recommended to take every possible precaution in order to guarantee the integrity of the returned product.

Items not returned, returned incomplete, ruined, damaged, deteriorated, dirty or in any other condition that could reasonably suggest that they have been used or worn, cannot be refunded or replaced.

As for shoes, the sole must also be intact: for this reason, we recommend trying the shoes on a carpet-like surface or on a carpet.

Similarly, retouched items, as well as sealed items (swimwear, etc.) that have been opened after delivery, for hygienic or health protection reasons, cannot be replaced.

 8. HOW TO RETURN OR REPLACE AN ONLINE ITEM

You can request the return or exchange of the items within 14 days from the delivery date.

Merchandise must be returned in its original condition to be accepted as a return. Merchandise must never have been worn, unwashed and in resale condition.

Returned items must be accompanied by original receipts, all packaging, tags, seals and all related accessories. 

No refunds will be made for items returned incomplete, damaged or soiled.

Before returning, make sure that the items are in the same condition in which you received them, please note that, for hygiene reasons, personal items, such as underwear, swimwear and socks, are usually not returnable. 

Swimwear and underwear where the hygiene strip has been removed (please note that for hygiene reasons, swimwear and underwear must be worn over your underwear without removing the adhesive strip).

Eleven Village Store is not responsible for any theft or loss during transport; therefore, we recommend that you choose an insured and traceable shipping service for your return, the return shipping costs are charged to the customer.

Once our store receives the packages, it takes up to 14 business days for the return to be processed. If the return does not meet the conditions listed, ci reserve the right to refuse items returned late or in conditions other than those in which you received them e the package will be returned to the sender at the expense of the customer. 

Indicate if the item is to be returned or if it is a replacement, in the case of a replacement, please indicate the new size or color.

In the case of a refund, it will be made with the same payment method used for the purchase and within 14 days of receiving the item, subject to acceptance of the return.

If you have placed the order as a guest you can request a return or replacement via email.

For the return or replacement of a gift, please consult our general conditions of sale.

 9. WHAT CAN I DO IF MY ITEM IS DAMAGED OR IS IT NOT THE ITEM I ORDERED

If any of the items were damaged or the items delivered did not conform to your order, please contact: support@elevenvillagestore.com

 10. RETURN SHIPPING 

You can only send your return from country where you placed your order.

If your return does not meet the conditions listed, the package will be sent back to you at your expense and the refund will not be made.

The standard shipping of your online purchase over € 150 is free and insured in case of theft or loss during transport.

The costs of the return / return are charged to the customer; we invite the customer to ensure the return. 

You can check the status of your return at any time from the courier page you have chosen for the return shipment.

For more information on the conditions for exercising the right of withdrawal, consult the legal area.

 11. PICKUP IN STORE

The in-store collection service is active and free, from 11.00 am - 14.30 pm / 15.30 pm - 19.00 pm from Tuesday to Saturday, while the summer time is from Monday to Friday, the same time. 

During the purchase phase it signals "ritiro in store " to pick up the items in the shop. 

To collect your order, you will need to present: a valid identity document, the shipping confirmation email (printed or on a mobile device).

If you cannot collect the parcel personally, the person delegated for the collection must present: a copy of your valid identity document, your valid identity document, the shipping confirmation email (printed or on a mobile device), a letter of delegation.

 12. HOW TO KNOW IF AN ITEM IS AVAILABLE ONLINE AND MAKE AN ORDER

To know the availability of an article online, simply click on it, at this point two options open:

The option "Buy / Shop now" is possible to proceed with the online purchase, only the available sizes will be displayed.

The option "Available only in store" if the item of your interest is not available online.

To place an order, add an item to the cart by clicking on the "Buy / Shop now" button on the selected item sheet, if necessary, indicate the desired size and quantity. After selecting the items, finalize the order by clicking on "Cart" and then on "Confirm order".

It will be possible to modify or validate the cart and select the delivery method before proceeding with the payment.

At this point you will have to indicate the delivery and billing address by choosing to: 

- log in if you already have an account

- create an account if you place an order for the first time on www.elevenvillagestore.com

To complete the order, it is necessary to indicate the payment method. In the following minutes you will receive an order confirmation email.

Upon shipment of the order, you will receive a second e-mail with a tracking number to track the package.

13. HOW TO FIND AN ITEM

Please use the search bar marked with the magnifying glass symbol and enter keywords. You will be offered all the articles corresponding to the search criteria entered.

14. PRIVACY POLICY

We pay particular attention to the processing, confidentiality and security of your personal data, we respect your preferences, pursuant to the applicable legislation on personal data and in particular with reference to the General Data Protection Regulation (GDPR). Under the GDPR, you have the right to access and rectify your personal data, as well as to request its deletion. We invite you to consult the Eleven Village Store privacy policy.

15. HOW TO CREATE AN ACCOUNT

You can create your account by clicking on the "login" section in the menu bar at the top right. Then, fill in the "your mail" and "password" fields. Finally, click on the "validate / sign in" button. You will receive a confirmation email at the address provided during the account creation process. 

16. WHY CREATE AN ACCOUNT

The creation of an account on www.elevenvillagestore.com allows the system to quickly identify the user when making purchases on the online boutique and to have free standard shipping (UPS) for all orders. In addition, you can consult the order history, replace items or make returns, update personal data. To ensure your safety, www.elevenvillagestore.com does not store credit card data and in no case does it share your personal data with third parties.

17. I CAN MODIFY OR DELETE MY AACCOUNT

You can change your account details in the "Your account" section

Enter your username and password and, once connected, visit the "My profile" section to modify or delete data.

18. HOW TO ACCESS THE ORDER HISTORY

You can consult the order history from your account "log in to your account" and then access the "Your orders" section.

19. HOW TO RECOVER MY ACCOUNT PASSWORD

If you have forgotten your password, click on the "Your account" section and then on "Forgot password". You will receive an email to reset your password.

20. HOW THE ORDER WILL BE PREPARED

After validation of the order, preparation will take place within 24 hours (except Sundays and holidays).

Each order is prepared individually and closed by a tape and is placed in a box to ensure its protection and anonymity during shipping.

21. HOW TO RECEIVE THE INVOICE FOR THE ONLINE PURCHASE

For each order placed on the website www.elevenvillagestore.com from your account you will receive an order confirmation and invoice by e-mail if requested during the purchase. You can also print the invoice by clicking on the document from your customer account in the "Your orders" section. If you wish to receive a copy of the invoice, please contact via: contact@elevenvillagestore.com

22. I WANT TO MAKE AN ELEVEN GIFT

We also pay particular attention to the preparation of orders for gift packages.

Each order is prepared individually and closed by a tape and is placed in a box to ensure its protection and anonymity during shipping.

Before validating the order, you can write a personalized message that will be written on a ticket, placed in an envelope and sent together with your order. 

 23. WILL THE ORDER PRICE BE VISIBLE IN CASE OF A GIFT?

No, the invoice / receipt will be sent electronically directly to the e-mail address indicated in your account.

The price will be removed from the label of the ordered items.

 24. WILL THE RECIPIENT BE ABLE TO REPLACE THE GIFT?

If the recipient of the gift wishes to replace the item, he can contact us at: support@elevenvillagestore.com who will be happy to offer him assistance with the procedure.

The replacement conditions are also available in the general conditions of sale.

25. THE PAYMENT METHODS ACCEPTED ON THE WEBSITE WWW.ELEVENVILLAGESTORE.C0M

Payment for online purchases is made by credit card of the "CB" circuit, Visa ©, Eurocard ©, Mastercard ©, American Express ©. 

The payment of purchases can also be made via Paypal which offers as options the payment by debit on the card or bank account (standard or fast transfer).

Other circuits to pay in three installments are PayPal and Klarna.

For more information, you can also consult our general conditions of sale.

26. IS IT SAFE TO PURCHASE ONLINE?

All transactions made on the website www.elevenvillagestore.com are protected by a high level of security. An SSL encryption system protects personal and payment data.

Furthermore Eleven Village Store undertakes not to store any data of your credit card. An additional phase takes place at the time of payment to allow you to verify the identity of the credit card holder and validate the transaction. Each banking institution has its own authentication.

If in doubt, you can place an order by phone by contacting: support @ elevenvillagestore or at the number +39 02 9476 1287 Tuesday to Saturday from 11:00 to 19:00 

27. WHEN THE PAYMENT WILL BE CHARGED 

The charge takes place at the time of purchase, you will shortly receive an e-mail from us that will confirm the shipment of the order and will report the tracking number.

28.  GIFT CARD / GIFT CARD 

Each gift card purchased is valid for 12 months and can be used to purchase on elevenvillagestore.com.

It is not refundable, even in the event of theft or loss and cannot be combined with other Eleven Gift Cards.

 If the value of the gift card is lower than the price of the chosen product, the difference can be integrated with the credit card; if the card has a higher value than the plane ticket purchased, the code can be reused several times until the credit runs out.

Once you have selected the type of voucher you wish to give, click on "Add to cart" and "Proceed to checkout".

You will be able to purchase gift vouchers to be sent by email or to be printed in one order.

Apple Wallet tickets can be downloaded to the IOS device from the notification email received when purchasing the gift card, the passes downloaded to the device show the store data, the active balance of the gift card and a unique QR code. When near the store, customers can receive notifications from Apple Wallet and can also show the store's terms and conditions of service. 

29. WHERE DO YOU SHIP FROM?

We ship all orders from our Milan store. 

We are at your disposal to provide you with information from Tuesday to Saturday from 11:00 to 19:00 (during the summer hours from Monday to Friday) at the number +39 02 9476 1287 or by e-mail at the following address: support@ elevenvillagestore.com