FAQ

1. HOW TO STAY INFORMED ABOUT 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 TO OR UNSUBSCRIBE FROM 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 payment for your order, delivery times are within 3-4 working days for standard shipping and 2 days for express delivery.

Deliveries are made during office hours, Monday through Friday, excluding holidays . If you're not in, please contact the courier; after several attempts, your order will be returned to our store.

Delivery will be made to the address indicated in the online order; it is possible to change the shipping address and shipping and delivery times if this occurs on the same day as the online purchase, after which we are no longer able to change these details.

You can choose a specific day for delivery by specifying this during the online purchase (in the notes for the courier) or by emailing us on the same day of purchase: spedizioni@elevenvillagestore.com

For more information, please consult our conditions of sale.

4. HAS MY ORDER 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 TRACK 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 PLACED AN ORDER BUT I DIDN'T 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 ITEM ONLINE

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 choosing an insured and trackable shipping service for your return. Return shipping costs are the customer's responsibility.

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, we reserve the right to refuse items returned late or in a condition different from that in which you received them, and the package will be returned to the sender at the customer's expense.

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 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 ship your return from the 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. COLLECT 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. 

When purchasing, select "pick up in store" to collect the items in store.

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 FIND OUT IF AN ITEM IS AVAILABLE ONLINE AND PLACE 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 ARTICLE

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

Creating an account on www.elevenvillagestore.com allows the system to quickly identify you when shopping on the online boutique and to receive free standard shipping (UPS) on all orders. You can also view your order history, exchange or return items, and update your personal information. To ensure your security, www.elevenvillagestore.com does not store credit card information and does not share your personal information with third parties under any circumstances.

17. CAN I MODIFY OR DELETE MY ACCOUNT?

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 YOUR 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 WOULD LIKE TO GIVE A GIFT ELEVEN

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 IF IT IS 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. PAYMENT METHODS ACCEPTED ON THE WEBSITE WWW.ELEVENVILLAGESTORE.COM

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 ONLINE BUYING SAFE?

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 you have any questions, you can place an order by phone by contacting: support@elevenvillagestore or by calling +39 02 9476 1287 from Tuesday to Saturday from 11:00 to 19:00

27. WHEN WILL PAYMENT 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 VOUCHER

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 available to provide you with information from Tuesday to Saturday from 11:00 to 19:00 (during summer hours from Monday to Friday) at +39 02 9476 1287 or by email at the following address: support @elevenvillagestore.com