Policy

Returns
We accept returns of unopened, unused kits within 30 days of delivery, as long as everything is packaged the way it arrived. Because our kits contain fragrance materials that go on skin, we can’t accept returns of kits that have been opened or used.

To start a return, email us at [your email] with your order number. Once we receive and inspect the kit, we’ll refund you to your original payment method within 5–7 business days. Return shipping is paid by the customer, and original shipping costs are non-refundable. Because the kit contains alcohol, it must be returned by ground shipping only.

Damaged or defective items
If something’s wrong on our end — a broken bottle, a missing item, or damage in transit — email us within 7 days of delivery with your order number and a photo. We’ll send a replacement or a full refund, whichever you prefer. You won’t need to send anything back.

Pre-orders
You can cancel a pre-order anytime before it ships for a full refund.

Questions
Email us at hello@11-11scent.com — we’re happy to help.

Shipping Policy

Where we ship
We currently ship within the contiguous United States (48 states). Our kits contain alcohol, which can only travel by ground, so we’re unable to ship to Alaska, Hawaii, US territories, APO/FPO addresses, or internationally at this time.

Processing time
In-stock orders ship within 1–3 business days. Pre-orders ship as soon as the batch is ready

Delivery time and cost
Shipping cost and estimated delivery are calculated at checkout based on your location. You’ll receive a tracking number by email once your order ships.

Address issues
Please double-check your shipping address at checkout. If a package is returned to us because of an incorrect address, we’ll contact you to arrange reshipping at your cost.

Lost or damaged packages
If your package arrives damaged or doesn’t arrive, email us at hello@11-11scent.com within 7 days of the expected delivery date and we’ll make it right.