FAQS
DO YOU HAVE A STORE?
Yes we have a store based at 140 Dewsbury Road, Ossett, Wakefield, WF59PE which offers a more personal shopping experience. You can expect in-store exclusives, Style By Eleven gift cards and free returns and exchanges to store. Click here for our opening times and address.
WHAT ARE THE PAYMENT OPTIONS?
We accept payments from all major credit/debit cards: Visa, Mastercard, Discover, Diners, CUP, JCB, AMEX, Maestro. You can also choose to pay later with Klarna at checkout.
WHEN DO YOU GET NEW ARRIVALS?
We receive new arrivals and restocks every week! New pieces go live on our Facebook page every Tuesday at 7:30pm, where we do a live try-on featuring models of different shapes, sizes, and heights. New arrivals also hit the website at the same time, so it’s definitely worth following us on Facebook to stay up to date with the latest drops! If an item you love is out of stock, simply use the ‘Notify Me’ request on the website, and we’ll email you as soon as it’s back in stock.
WHAT SIZES DO YOU STOCK?
We offer a diverse range of sizes from 8 to 20, including both one-size styles and individually sized pieces. To help you find the perfect fit, we feature models of different shapes and heights—our regulars include Nicola (size 10, 5’2”) and Hazel (size 16, 5’7”). We also often invite customers to join our live Facebook try-on sessions, showcasing real-life fits and styling ideas so you can see how each piece looks on a variety of body types.
WHEN WILL I RECEIVE MY REFUND?
Once we receive your returned parcel, we will process your refund as quickly as possible. Depending on your payment method, this may take up to 10 working days, although most refunds are completed within 2–10 working days. If you have not received your refund after 10 working days, please contact us and we will be happy to assist you.
WHEN WILL I RECEIVE MY ORDER?
We offer both standard and express shipping options. Standard delivery takes approximately 3–6 working days, while express delivery takes 1–3 working days. Please note that weekends and bank holidays are not counted as working days. We always aim to dispatch orders as quickly as possible and often send parcels out sooner than expected.
We want your experience to be flawless. If you have any additional questions, please get in touch.
WHAT IS YOUR RETURN POLICY?
Returned items must be received within 14 days of delivery, or within 14 days of the purchase date for collection orders. Items must be in their original condition, unworn, make-up free, with tags attached. Please ensure you follow the washing and care instructions on the label — if these have not been followed, we cannot accept the item as faulty or offer a refund. If you are not available to receive your parcel at the time of delivery, the 14-day return period will still begin from the delivery date, regardless of how long the parcel is held at a delivery or collection office. For hygiene reasons, pierced jewellery cannot be returned. Please complete and include the returns slip with your items. We recommend using a recorded delivery service, as we are not responsible for returns that do not reach us. Please note, we do not cover the cost of returns. However, online purchases can be returned or exchanged free of charge in-store. We aim to process all refunds within 14 days of receiving your returned goods.
All returns should be sent to:
140 Dewsbury Road, Ossett, WF5 9PE.
WHAT IF MY ITEM IS FAULTY?
We are sorry to hear you have received a faulty item. If items turn out to be faulty, customers have up to 30 days after receiving the order to obtain a full refund. We will not be held liable for any faults caused by negligence by customers for example, but not limited to, pulls, general wear and tear, loss of buttons and any fault caused by not following care instructions. Only manufacturing faults will be considered.
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For any faulty items, we require photographic evidence immediately on delivery clearly showing the fault. Please send these photos via our email stylebyeleven@gmail.com. We will be in touch within two working days. The returned item will be inspected and if the item is deemed faulty, we are happy to cover the cost of the postage for the return up to the cost of £3.35.
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Please contact us via our contact us page to make us aware of the problem before returning the item. We aim to contact you and resolve the matter promptly.