We want you to love your 11:11 Beauty products. If something’s not right, here’s how we can help.

1. When You Can Return a Product

Since makeup is a personal-care product, we can only accept returns if:

  • The product arrived damaged, defective, or wrong.
  • Something’s missing from your order.
  • The product doesn’t match what was described on our website.

For hygiene reasons, we can’t accept returns on products that have been opened or used, unless the item itself is faulty.

 

Mandatory Unboxing Video Requirement:

To process any claim related to a damaged, defective, missing, incorrect, leaked, or tampered product, customers must provide a clear, continuous, and unedited (uncut) unboxing video recorded from the moment the sealed package is opened until all products and packaging are completely visible.

 

The video must clearly show:
• The unopened package from all sides
• The shipping label
• The opening of the sealed package
• All products and accessories received
• Any damage, leakage, missing item, or incorrect product

 

Claims submitted without a continuous uncut unboxing video may not be eligible for a return, replacement, or refund as we may be unable to verify the claim.

2. Return Window

You can request a return within 7 days of delivery. The product should be unused, in its original packaging, with all tags and seals intact, along with your invoice.

If the outer package appears tampered with, damaged, resealed, or opened at the time of delivery, please refuse delivery whenever possible and contact our customer support immediately with photographs of the package.

 

Damage, missing item, incorrect item, leakage, tampered parcel, or transit damage claims must be reported within 48 hours of delivery.

3. How to Start a Return

Email us at support@1111beauty.com with your order number, a photo or short video of the issue, and the reason for return. Once we approve it, we’ll guide you through the next steps. Please wait for our confirmation before sending anything back.

4. Refunds

Once we receive and check the returned item, we’ll let you know if it’s approved. Approved refunds are processed within 7-10 business days to your original payment method (your bank may take a little extra time to show it). If you cancel a prepaid order before it ships, refunds are processed within 3-5 business days.

5. Exchanges

We currently offer exchanges only for damaged, defective, or incorrect items, subject to stock availability. For anything else, we’d suggest returning the item and placing a fresh order. Each eligible item/order is entitled to one replacement only.

6. Who Pays for Return Shipping

If the issue is on our end (damaged, defective, or wrong item), we’ll cover the return shipping. For all other approved returns, shipping costs may be borne by you, unless we say otherwise.

7. What Can’t Be Returned
  • Products that have been opened, used, or where seals are broken.
  • Items bought during clearance or final sale.
  • Gift cards and vouchers.
8. Get in Touch

Need help with a return or refund? Reach out anytime at support@1111beauty.com — we’re happy to help.