Terms & Conditions

Who we are. The Eleven Design Limited, a company incorporated in Hong Kong with registered office: Suite 4002A, 40/F, Tower 1, Lippo Centre, 89 Queensway, Admiralty, Hong Kong.

Independence. The Eleven is an independent jewellery house. Our pieces are not licensed or endorsed by, or affiliated with, any football club, league or federation unless a product page says so.

2.1 Descriptions. We describe and photograph every piece as accurately as we can, but screens show colours differently, stones and plating vary slightly by nature, and photographs may be larger than life. The dimensions on the product page are the reference. If a piece is not as described or is faulty, you can return it (section 6).

2.2 Materials and care. Materials are listed on each product page. Our jewellery meets REACH testing requirements in the EU and UK. Follow the care guidelines for proper care.

2.3 Changes. If a piece you ordered becomes unavailable or its specification changes, we will offer you a substitute at the same price, or a full refund.

3.1 Placing an order. You must be 18 or over. Please check sizes, colourways and your email and delivery address before you pay. We can usually change or cancel an order until it has been packed — email us as soon as possible.

3.2 Acknowledgement. After you order we send an acknowledgement email. This is not yet an acceptance. We may tell you we cannot accept your order because the piece is unavailable, your payment was not authorised, or there was a mistake in the price or description.

3.3 Acceptance. Your order is accepted, and the contract made, when we email you that it has been despatched. If we decline an order, you have already paid for, we refund you in full within 30 working days.

3.4 Pre-orders. Some pieces are sold on pre-order with an expected dispatch window shown on the product page. We take payment when you order. If the window slips by more than 28 days we will tell you, and you may cancel for a full refund at any time before dispatch.

3.5 Pricing errors. If we find an error in the price or description of something you ordered, we will tell you and you can reconfirm at the correct price or cancel. If we don't hear back within a reasonable time, we cancel and refund you in full.

3.6 Delivery costs. Shown at checkout before you pay. Delivery within the EU is free on orders of €75 or more (after discounts, excluding shipping). Other destinations: see Delivery & Returns.

3.7 Duties and import taxes. For delivery to the UK and EU, the price at checkout is the final price — your order ships from stock we hold in the UK or the EU, so there are no customs duties or import charges on delivery. For delivery elsewhere, you may have to pay import duties, taxes and a carrier fee when the parcel arrives. We have no control over these and cannot advise on their amount. If you refuse them and the parcel comes back to us, we refund the price of the jewellery less shipping and any charges billed to us.

3.8 Promotional codes. One code per order, full-price items only unless the offer says otherwise. Codes cannot be exchanged for cash or applied after you have ordered, and may be withdrawn at any time. If you return an item bought with a code, we refund what you actually paid.

4.1 Prices. Shown in the currency for your location

4.2 When we take payment. When you place your order.

4.3 Payment methods. The cards and methods shown at checkout, processed by Shopify Payments and PayPal. We never store your full card details.

5.1 Where we ship from. UK orders ship from our fulfilment partner in London; EU orders from our partner in EU; other orders from whichever holds stock.

5.2 Delivery times. Estimates are on our Delivery & Returns page and in your dispatch email. They are estimates, not promises. If we have not delivered within 45 days of accepting your order, you may cancel for a full refund.

5.3 Tracking and address. You receive a tracking link by email. We are not responsible for parcels delivered to an incorrect address you gave us; re-delivery is at your cost.

5.4 Lost or damaged parcels. Tell us within 14 days of the expected delivery date and we will replace or refund in full. Please keep the packaging.

5.5 Carrier options. If you ask the carrier to leave the parcel in a safe place or with a neighbour, we are not responsible for what happens to it there.

5.6 Risk and ownership. The jewellery is your responsibility from the moment it is delivered to your address. It becomes yours once it is delivered and paid for in full.

6.1 Your legal right to cancel. If you live in the UK or the EU, you can cancel for any reason within 14 days after the day you receive your order.

6.3 What cannot be returned. Earrings whose hygiene seal has been broken, and pieces engraved, personalised or made to your specification. This never affects your rights if a piece is faulty.

6.4 How to return. Email care@theelevenjewellery.com with your order number or use the returns portal. We send you a label; post the piece within 14 days.

6.5 Refunds. We refund the price paid if you return the whole order, to your original payment method within 30 days of receiving the piece back. If a returned piece has been worn or handled beyond what is needed to look at it, we may reduce the refund accordingly.

6.6 Exchanges. Subject to availability of stock, we will provide you with options.

6.7 Warranty. Every piece carries The Eleven [2]-year warranty against defects in materials and workmanship, from the date of delivery. We repair, or if we cannot, replace or refund. Not covered: normal wear, gradual plating wear, damage from impact, water, chemicals or perfume, alterations by anyone other than us, and loss.

7.1 If we break these terms, we are responsible for loss or damage that is a foreseeable result of our breach or our negligence — not for loss that was not foreseeable when you ordered. We supply jewellery for personal use, so we are not responsible for business losses.

7.2 Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, for defective products under product-liability law, for your legal rights that the jewellery is as described and of satisfactory quality, or for anything else the law does not allow us to limit.

7.3 Otherwise, our total responsibility for any order is limited to the price you paid for it.

8.1 Our designs. The Eleven name, logo, the line "We were always here", our designs, photographs and website content belong to The Eleven Design Limited and/or our licensors. You may use them for personal, non-commercial purposes only. Buying a piece gives you the piece, not the design.

8.2 Fair use. Please do not use the website unlawfully, try to gain unauthorised access, scrape it or introduce malicious code. If you post a review, you confirm it is your own and honest, and you allow us to use it in connection with The Eleven.

9.1 Changes to these terms. We may update them from time to time. The version on the website when you order is the one that applies to your order.

9.2 Events outside our control. We are not responsible for delay caused by events outside our reasonable control — carrier disruption, customs delays, strikes, severe weather, pandemic. We will tell you as soon as we can and arrange a new delivery date. If the delay lasts 30 days or more, either of us may cancel and we refund you in full.

9.4 Complaints. Email care@theelevenjewellery.com; we aim to reply within two working days and to resolve complaints within 14 days. If you live in the EU or UK and we cannot resolve your complaint, you may refer it to an approved alternative-dispute-resolution body in your country.

9.5 If part of these terms is unenforceable, the rest still applies. If we do not act on a breach straight away, we have not given up our rights. We may transfer our rights and obligations to another company; we will tell you and it will not affect your rights.

9.6 Governing law. These terms are governed by the laws of Hong Kong and the courts of Hong Kong.