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Frequently Asked Questions
Find answers to common questions about Eleven Spectacles, our products, and services
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Support & Help
Returns & Exchanges
How to return or exchange your Eleven Spectacles, step by step
Not the right fit? Changed your mind? No problem. Here's everything you need to know to return or exchange your Eleven Spectacles.
Before you start
You have 14 calendar days from delivery to return for any reason. No justification needed – this is your right under EU consumer law.
Please return your sunglasses in the same condition you received them. Brief wearing to check the fit is entirely normal and won't affect your return eligibility. If they come back visibly worn, damaged beyond normal inspection, or with missing components, you can still return them, but we may deduct the resulting loss in value from your refund.
How to return
Email Us
Send your order number to support@elevenspectacles.com. Include the reason for return if you would like to – it helps us improve, but is not required. We respond within 24 hours with our return address.
Pack Securely
Place your sunglasses in the original protective case. If you no longer have the original packaging, use a sturdy box with adequate padding to protect them during transit.
Ship Back
Send to our return address using a tracked courier (DPD, DHL, or your local postal service). We recommend insured shipping. Return shipping costs are your responsibility for standard returns.
Get Refunded
We process your full refund within 14 calendar days of your withdrawal notice, and may wait until your return arrives or you send proof of shipping. Funds appear in your account 3-5 business days after processing, depending on your bank.
What your refund includes: the full purchase price plus your original standard shipping cost.
Exchanges
Want a different style or lens tint? We make it straightforward.
- Return your original pair within 14 days (return shipping at your cost)
- We ship the replacement to you free of charge
- After 14 days and up to 30 days, exchanges are at our discretion – reach out and we will do our best
To start an exchange, email support@elevenspectacles.com with your order number and the style you'd like instead.
Damaged or defective items
If your sunglasses arrived damaged or have a manufacturing defect, the process is different – and faster.
Damaged on arrival or defective?
Email support@elevenspectacles.com with your order number and photos of the issue. We provide a prepaid return label at no cost to you and arrange a replacement, repair, or full refund within 24 hours of your message.
Manufacturing defects are covered by your 2-year warranty – a separate and broader protection than the 14-day return window.
Common questions
Need help?
Email support@elevenspectacles.com with your order number and we will handle everything from there. We respond within 24 hours.
For the full legal terms governing returns, see our Returns & Refunds Policy.
Version: 1.0 | Last Updated: June 22, 2026
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