Refund policy
Return on sales items
We do not accept returns or exchanges on sale items. All sales of discounted products are final. We encourage you to carefully review the product details, including the size, color, and condition, before making your purchase or contact our customer support.
How can I return my order?
- Returns within the EU: You have 14 days to request your return to our team, followed by 14 days to have your order physically returned to us. To request a return authorization please contact us indicating your: name, email address and order number. We shall confirm your request by sending you an email containing: the Return Authorization Number (R.A.N.), the shipping label and instructions.
- Returns outside the EU (including the USA, UK and Norway): If you wish to return items from outside the European Union, you shall notify our team within 14 days of reception. Once approved, Project N11 shall arrange the return. The cost of return shipping will be deducted from the total refund amount. Please note that import duties and taxes paid at the time of purchase or delivery (US customers) are strictly non-refundable.
Do I have to pay to return my order?
- For customers residing in the European Union, the return of a product is free of charge.
- For all other countries, Project N11 does not take responsibility for the costs related to returns. Shipping costs will be deducted from your refund. Additionally, any duties and taxes previously paid are non-refundable.
How long does it take for my refund to be processed?
As soon as we receive and process your return, items will undergo quality control. They should be returned without any fault, stain, and with original labels attached. If approved, a refund will be credited to the original payment method. Please note that shipping costs and any duties paid (whether prepaid at checkout for US customers or paid upon delivery for other international customers) are non-refundable. Please allow 14 working days for the process to be completed.