CLAIMS
To be made within 7 days of receiving your order. 
RETURNS
Can I return goods not sold?
We don’t offer Sale or Return. 
ORDERS
I have a faulty/damaged item
For faulty items, a replacement if in stock will be offered. Otherwise a refund will be granted on evidence. For products that may have been damaged in transit, please login to your account and message us with your request. Alternatively please email: wholesale@eleventhlabel.com.au
My order is missing an item
Occasionally orders will ship items separately. Login to your account to check the status. Sometimes human error also occurs and it may have been incorrectly fulfilled. Please email us with your order number: wholesale@eleventhlabel.com.au
Which methods of payment are accepted?
We accept Direct Debit, Visa, Mastercard, AMEX, PayPal.
DELIVERY
How do I track my order?
Your shipping confirmation email will include a link to track. Alternatively, if the order was placed online you can login into your account.
How long will it take for my order to arrive?
PRE ORDER: Each product details the in store drop month. This might be a few months ahead. IN STOCK: Product in stock, allow 1 - 2 days for your order to ship from our warehouse. Once shipped, it depends on your location. We use the quickest service possible through our courier partners. But sometimes, if you’re based in regional locations in Australia or overseas, it may take longer.
How much does shipping cost?
If you’re based in Australia, shipping is free on orders over $500. Otherwise, there’s a $20.00 flat rate. 
If you’re based outside of Australia, the rate will be calculated at checkout depending on your location.
Where are you based?
Our dispatch and head office is based in Adelaide, Australia. 
PRODUCT DETAILS
Where are your products made?
Our vegan leather products are made in the province of Guangzhou in China by a company that has been making premium handbags for over 25 years. We work with companies that have a certified supply chain, from the raw materials to the production of the final product. Our standards are high, therefore our suppliers are selected based on this criteria.
To create beautiful and affordable collections for you, we use premium high-quality vegan leather that meets international eco standards..
Our packaging and swing tags are made in Australia on recycled and FSC certified paper.
Do you use real leather?
No, but it is very hard to tell the difference because we use a very high-quality PU or Polyurethane. It looks and feels like the real deal. As it is not derived from animals, it is also regarded as vegan leather.
By using PU or vegan leather, it means we can create an affordable price point that feels and looks premium.
Do you use recycled materials?
Yes, our canvas range of products uses 100% recycled cotton canvas, made from processing a mix of pre-consumer cotton textiles leftover from textile production that would otherwise be sent to the landfill. How is it made? The process involves collecting unused fabrics from factories and textile mills.