At 11:27 Fashion House, we strive to provide our customers with exceptional products and service. However, if you are not completely satisfied with your purchase, we offer an International Returns Policy to make the process as easy and hassle-free as possible. Please read through the details of our returns policy below.
1. Eligibility for Returns
- Return Period: You have 14 days from the date of receipt of your order to initiate a return.
- Condition of Items: All returned items must be in new, unworn, and unwashed condition. Items must have all original tags, packaging, and accessories included.
- Non-Returnable Items: We do not accept returns on the following items:
- Underwear, swimwear, or intimate apparel
- Items marked as “final sale” or “non-returnable” at the time of purchase
- Customized or personalized items
- Sale or discounted items (unless specified otherwise)
2. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact Our Customer Service Team: Reach out to our customer service department via email at info@1127.co.za or by phone. Include the following details in your message:
- Order number
- Product name and size
- Reason for return (e.g., wrong size, damaged item, etc.)
- Return Authorization: Once your return request is approved, you will receive a Return Authorization (RA) number. This number must be included with your return shipment.
- Prepare Your Return Package:
- Carefully pack your items in the original packaging if possible.
- Include all original tags, labels, and accessories.
- Attach the RA number to the outside of your package to ensure your return is processed correctly.
- Shipping the Return:
- Returns must be sent to the address provided by our customer service team. Please use a reliable shipping carrier that provides tracking and insurance, as 11:27 Fashion House is not responsible for any lost or damaged returns during transit.
- You are responsible for the shipping costs associated with returning the item unless the return is due to a mistake made by 11:27 Fashion House (e.g., wrong item, defective product).
3. Return Shipping Costs
- Customer-Paid Shipping: For most returns, customers are responsible for the cost of return shipping. We recommend using a tracked and insured service to ensure that your return is received safely.
- Free Return Shipping: If the return is due to an error on our part (e.g., you received the wrong item or a defective product), we will cover the return shipping costs. We will provide you with a prepaid return shipping label, which you can use to send the item back to us.
4. International Returns & Customs
- Customs and Duties: When returning items from outside your country, please be aware that any customs duties or taxes associated with the return are the responsibility of the customer. We recommend checking with your local customs office before shipping items back.
- Customs Declaration: When sending items back, please mark the return as “Returned Goods” on the customs declaration form to avoid unnecessary customs charges. If the return does not meet customs requirements, we may not be able to process your return.
5. Refunds & Exchanges
- Refunds: Once your returned item has been received and inspected, we will process your refund to the original payment method. Please allow 7-10 business days for the refund to appear on your account, depending on your bank or payment provider.
- Original shipping costs are non-refundable, unless the return is due to a mistake on our part (e.g., wrong or defective item).
- If the item is returned in non-saleable condition, we reserve the right to refuse the return and/or refund.
- Exchanges: If you would like to exchange an item for a different size or color, we recommend initiating a new order for the desired item and returning the original one. This ensures that you can receive the new item without delay, as exchanges are not directly processed.
6. Defective or Damaged Items
- Inspection: We carefully inspect all items before they are shipped to ensure they are in perfect condition. However, if you receive a defective or damaged product, please contact us immediately at info@1127.co.za, providing:
- A description of the defect or damage
- Photos of the defect or damage
- Your order number
- The original packaging
- Resolution: Upon confirmation that the item is defective or damaged, we will either issue a full refund, send you a replacement item, or offer a store credit, depending on your preference and product availability.
7. Processing Times
- Return Processing Time: Once your return is received, please allow 7-10 business days for the return to be processed and a refund to be issued.
- Exchange Processing Time: If an exchange is requested, processing may take up to 10 business days depending on stock availability.
8. Refund and Return Policy for Sale Items
- Sale items purchased on promotional offers, discount codes, or special pricing are eligible for return within the 30-day window, subject to the same conditions. Please note that sale items may not be eligible for a full refund and may be exchanged for store credit or an equivalent product if no other option is available.
9. Customer Responsibility
- Correct Shipping Address: Please ensure the shipping address provided at checkout is correct. We are not responsible for items lost due to incorrect address details.
- Return Shipping Costs: As mentioned above, unless the return is due to an error on our part, customers will be responsible for the shipping costs associated with returning the item.
10. International Returns Exceptions
- Country-Specific Exceptions: Some countries may have specific return restrictions due to local laws, regulations, or shipping limitations. Please check with our customer service team for more details regarding returns from your country.
12. Policy Changes
11:27 Fashion House reserves the right to update or modify this returns policy at any time without prior notice. Any changes will be posted on our website and will take effect immediately. Please review this policy periodically to stay informed.
Thank you for shopping at 11:27 Fashion House.