Politique de remboursement
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To initiate a return, please get in touch with us at info@11etoiles.ca. Returns must be shipped at the customer’s expense to the following address:
6634 Rue Briand, Montreal, QC, H4E 3L3, Canada.
Please note that a 30% restocking fee will be deducted from the refund amount.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at info@11etoiles.ca.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as perishable goods (food, flowers, or plants), custom products (special orders or personalized items), and personal care goods (beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases.
Please contact us if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items, gift cards, or items from our 11 ETOILES collection, which are final sale.
Exchanges
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
As mentioned above, your item must be in the same condition as when you received it — unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund has been approved or not.
If approved, your refund will be issued to your original payment method within 10 business days.
Please remember it can take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at info@11etoiles.ca.