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Returns & Refunds Policy

At 12ElevenAtelier, we want you to love our handmade macrame products as much as we do. If you are not entirely satisfied with your purchase, here are the details of our Returns and Refunds policies.

Policy Eligibility
Returns accepted for 30 days. (We have a 30-day return policy, which means you have 30 days after receiving your item to request a return)

Cancellation
Cancellations can be made within 12 hours after placing your order. Please contact us at info@12elevenatelier.com immediately if you need to cancel your order.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

    Return Policies

    • Return Shipping Costs: The buyer is responsible for covering the costs of return shipping.
    • Condition of Returned Items: If an item is not returned in its original condition, the buyer is responsible for any loss in value, as agreed upon with the seller.
    • We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
    • If more than 15 business days have passed since we’ve approved your return, please contact us at info@12elevenatelier.com
    • There is no restocking fee for returning items
    • Return Policies DO NOT apply to clearance items
    • Return Address:
      Tram Nguyen
      19TT1 LK2A, Kim Van Kim Lu,
      Dai Kim Ward, Hoang Mai Dist.
      Hanoi, 100000
      Vietnam.

    Damages and Loss
    In cases where the package is damaged or lost during shipping, the buyer is responsible for providing sufficient evidence to support the claim. Please contact our support team with details and documentation of the damage or loss to initiate a review for refund approval.

    Refunds
    If your refund request is approved, you will be notified, and your refund will be processed. A credit will automatically be applied to your original method of payment, within a certain number of days, depending on your card issuer's policies.

    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 return your order within 14 days after you received it, for any reason and without a justification. As above, 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.

    Thank you for choosing 12ElevenAtelier. We strive to ensure your complete satisfaction with every order.

    12ElevenAtelier, art of wood

    Email: info@12elevenatelier.com
    Address 1:     132 Khuong Trung St, Khuong Trung Ward, Thanh Xuan Dist, Hanoi 100000, Vietnam
    Address 2: 12ElevenAtelier LLC, 
    Thi Quynh Tram Nguyen Sole MBR, 30 N Gould ST STE N, Sheridan, WY 82801, United States

    INFO

    About

    Welcome to 12ElevenAtelier, your online shop for exquisite handmade crafts. Where we blend traditional and contemporary designs to craft unique home decor pieces.