Refund policy
Last updated: December 21, 2024
1. Right of Withdrawal
In accordance with applicable French and EU consumer law (Directive 2011/83/EU and Code de la consommation), you have the right to withdraw from your purchase within 14 days from the date you receive your order.
This period allows you to notify us of your decision to return one or more items, without needing to provide a reason.
2. Return Conditions
The returned product must be in a condition allowing resale, meaning unworn, unwashed, and undamaged. The item may be tried on as it would be in a store, but must not show signs of prolonged use. Tags and original packaging should be included whenever possible.
Returns must be initiated within 14 days from the date of delivery, in accordance with applicable legal rights.
Returns that do not comply with these conditions may be subject to a reduced refund based on the diminished value of the goods.
3. How to Request a Return
To request a return, please notify us before sending the item back by using our contact form:
In some cases, we may ask for a photo of the product before confirming the return process.
4. Return Shipping Options
Return shipping is at the customer’s expense. You may choose one of the two options below:
- Option 1 – Simplified return via Mondial Relay: Eleven Coast will provide instructions for you to drop off your return at a Mondial Relay location. A flat fee of €3.50 will be deducted from your refund to cover the return shipping cost.
- Option 2 – Return using your own shipping method: You may return the item using the carrier of your choice, at your own cost and risk. In this case, no return fee is deducted from your refund.
5. Refund Process
Once we receive and inspect your returned item, we will issue a refund to your original payment method within 14 days. We may withhold the refund until we have received the goods or proof of return shipment, whichever is earlier.
Please note that the refund includes the initial shipping fees only if you selected standard delivery. Express or premium shipping costs are non-refundable.
6. Non-Returnable Items
Personalized or custom-made items are not eligible for return, in accordance with Article L221-28 of the French Consumer Code.
7. Voucher Option (Optional)
As an alternative to a refund, you may choose to receive a store credit (voucher) for the value of your returned item. This voucher will be valid for 12 months and can be used on any future purchase on our website.
This option is available only upon your explicit request. If you prefer a voucher instead of a refund, please let us know when submitting your return request via our Returns Portal.
Choosing the voucher may allow for faster processing, and in some cases, Eleven Coast may offer a small bonus amount to thank you for choosing this option.
8. Exchanges
We do not process direct exchanges. If you wish to change the size or product, please return the item and place a new order separately. The refund from your original purchase will be processed as outlined above.
9. Need Help?
If you have any questions about the return process, product eligibility, or refund timing, our customer service team is available via our contact form.