EXCLUSIVE STREETWEAR FOR THE FEARLESSLY RULE BREAKERS
FAQ
Take a look at our FAQ prior to send us a message. Don’t get us wrong, we love to hear from you, but you can save some time if your question was already answered in this section. If you cannot find the answer, please reach out with any question about our exclusive streetwear, or any query you may have.
Usually orders are shipped within 1 working day after its placed. You’ll receive a shipping notification email notifying you when your item leaves our warehouse.
Your order will be sent to the address on your order. Please make sure that this address is complete with a house number, street and post code.
Click here to follow your order.
If the estimated delivery date has already passed, please allow an extra few days for your order to be delivered (especially during busy times). Our carrier partners work hard to deliver always on time. Keep tuned on your tracking link for any update.
As long as we ship all orders from our warehouses in Portugal, you won’t be charged any customs if you are in the European Union or in any of the following countries.
Free-Trade Countries:
Austria, Belgium, Bulgaria, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom.
If your country is not included on the list above you may be charged customs duties. Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by 11Know.
For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.
We’re really sorry that you’ve received a faulty or wrong item. But don’t worry, we’ll solve it in a flash. Get in touch with us as soon as possible. Do not return the items back to us before our reply.
All orders are shipped from our factory in Portugal.
Please check the table below.
Any orders placed after 4 pm Friday will be dispatched on the following Monday.
| DESTINATION | ESTIMATED DELIVERY TIME |
|---|---|
|
Portugal, Spain |
3-5 Working days |
|
Belgium, France, Germany, Italy, Luxembourg, Monaco, Slovenia, United Kingdom |
5-7 Working days |
|
Austria, Bulgaria, Czechia, Denmark, Finland, Hungary, Ireland, Latvia, Lithuania, Nederlands, Norway, Poland, Romania, Slovakia, Sweden, Switzerland |
8-10 Working days |
|
Croatia, Estonia, Iceland |
9-12 Working days |
|
Greece, Serbia |
12-15 Working days |
We expect long live from you and your purchase together. However, if you feel it’s not a perfect match, you can return it within 14 days from the date of delivery.
The items must be returned in its original condition (unworn/unused), with tags attached.
1. To return your item(s), please fill in the return form enclosed in your package with the item(s) you want to return and the reason code. If you lost your return form, you can download a new one here.
2. Pop the item and the form in a bag.
3. Take the enclosed return address label and stick it on the outside of the bag (make sure to cover up any previous labels).
4.Take the parcel to your local post office. Use the original packaging if possible. If you lost your return address label, you can create a new one here.
We don’t offer free returns, so please note the return address label is not pre-paid.
Please allow 14 working days from when we receive your package for your refund to be processed. You will receive an email once this has been completed.
Any funds due should appear on your bank statement within 2-10 working days (refund times are dictated by the card issuers and are outside our control). Refunds will be credited to your original method of payment only.
We are unable to offer free returns. Please note the enclosed postage label is not pre-paid. The cost of the return will be determined by your selected courier, according to your location and the order weight and dimension.
We issue a full refund in the event of a defective or wrong product as long as there is no possibility of replacing it. In this situation, a full refund will be made within 30 days, including delivery charges.
In any other case in which, making use of their rights as a consumer, the buyer intends to return the purchased products, a credit coupon will be issued for the purchase price (excluding transport), which can be used in future purchases or in the replacement of the returned product.
For more info refer to Terms & Conditions or contact us.
The original shipping charges are non-refundable unless the goods are damaged or wrong.
We don’t offer an exchange option. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we’ve received your unwanted items. To return an item please follow the steps stated in ‘RETURN INSTRUCTIONS’.
You can return more than one order in the same shipment. You just need to include both return forms for each order to help us speed up the process of your return.
No problem. You can download a new return form here.
Click here to follow your order.
If the estimated delivery date has already passed, please allow an extra few days for your order to be delivered (especially during busy times). Our carrier partners work hard to deliver always on time. Keep tuned on your tracking link for any update.
Once your order has been placed, amendments and cancellations cannot be guaranteed. Please contact us within 1 hour of placing your order and we will attempt to cancel the order before it is sent. This is only possible if your order is still processing and has not been dispatched.
European Union: Austria, Belgium, Bulgaria, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
Outside the European Union: Iceland, Norway, Serbia, Switzerland, United Kingdom.
We accept most major credit or debit cards, including Visa, Visa Electron, MasterCard and Maestro. We also accept Multibanco (only Portugal), MBWay (only Portugal), Apple Pay and Google Pay.
Our shipping costs are free for orders over €100 (except for shipments to Iceland – €350, Greece – €200 and Serbia – €200).
As long as we ship all orders from our warehouses in Portugal, you won’t be charged any customs if you are in the European Union or in any of the following countries.
Free-Trade Countries:
Austria, Belgium, Bulgaria, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom.
If your country is not included on the list above you may be charged customs duties. Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by 11Know.
For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.
Once you’ve placed your order you will receive an order confirmation email. A second email will be send as soon as the order is on its way to you.
If you haven’t received the confirmation email after placing the order, please check your spam box. If it’s not there, you may have entered a wrong email address. In that case, please contact us and we will change your email address so you can get order updates.
We’re really sorry that you’ve received a faulty or wrong item. But don’t worry, we’ll solve it in a flash. Get in touch with us as soon as possible. Do not return the items back to us before our reply.
When you pre-order, you are reserving one or more items that will be back in stock in a near future. This will be shipped to you as soon as it is available. All pre-order items have a pre-order estimate date to be shipped and you can find the expected shipping timeframe under the “pre-order” button on the product page.
Your pre-order will be shipped as soon as the item is available. You’ll receive an update email that will contain your tracking number. From that moment, you can expect your order to be on its way to you.
We’ll always do our best to ship the items in the estimated shipping date. If the item experiences any delay, rest assured that we’ll be working on shipping it as soon as possible.
If your order also has items that are currently in stock, please note that the whole order will only be shipped once all pre-order items are available.
You’ll be charged for your order at the moment you place it.
Sure! However, please note that we’ll only ship your order once all pre-ordered items are ready to ship.
Once you’re at checkout, you’ll be able to see and select your shipping method. The delivery time frame estimated presented at checkout starts counting from the moment you receive the email informing that your order has been shipped, not from the moment you place your order.
Yes. For that, you just need to email our customer service team at customersupport@11know.eu and we’ll take care of everything. Note that this can only be done before the expected shipping date of your pre-order.
We expect long live from you and your purchase together. However, if you feel it’s not a perfect match, you can return it for a refund within 30 days from the date of delivery.
The items must be returned in its original condition (unworn/unused), with tags attached.
In order to ensure high quality standards and exclusivity, our products are not mass-produced. It means the most popular one may run out of stock.
Predicting the situation, we’ll try to restock in a timely manner, but delivery deviations may occur. Keep an eye on your favourites by clicking on the “notify me when available” button in the product page. You’ll receive a message as soon as they are back in stock!
We are unable to help with stock queries, so this is your best bet!
We understand it’s usually hard to find out the ideal size! We’ll try to help you find your fit. Our size guide includes body measurements and size conversions from International size to UK and EU sizes.
To help a bit further, in each product page, you can find notes about our models’ sizes and height, as well as what they are wearing. We hope it’s enough to get you confident in purchasing with us, but we are open to any suggestions that can help you and other clients to improve your confidence.
11KNOW runs true to size. We suggest ordering based on your usual sizes.
We also make notes about our models’ sizes and height as well as what they are wearing, to help you gauge for yourself.
You can also use our size guide for accurate measurements and size conversions.
You can get a welcome discount by joining our Tribe, subscribing our newsletter (10% off).
You can also take advantage of discounts that we may apply at specific times. Follow us on our social media and join our newsletter to be always updated.
1. Enter your promotional code into the “E-Gift card or promotional code” box at checkout.
2. Click on “Apply”
3. If you see red text saying “Invalid promotional code”, please note the following: a) Only one promotional code can be used per order; b) Promotional codes cannot be used during other discounts.
If you see red text saying “Invalid promotional code” check out the steps below:
– Make sure you are entering the code in capital letters and without any spaces.
– Make sure you are not trying to apply more than one promo code per order.
– Promotional codes cannot be used during other discounts.
– Some promotional codes only apply to certain items e.g. new in/hot list. If you received your code on email, the full details of the items the code is applicable on will be included.
Some promotional codes are only applicable to selected items, check your email with the code- if there are items excluded then it will say so there.
CUSTOMER SUPPORT
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MAIL: CUSTOMERSUPPORT@11KNOW.EU
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