Refund policy
# Returns & Refunds
Every Drop Eleven piece is made to order — printed, embroidered, and quality-checked individually before it ships. Because each order is custom-produced, we don't accept general returns or change-of-mind refunds. We do stand behind every piece, and the policy below covers every situation where you should reach out. In most cases we resolve issues with a replacement or exchange at no cost to you.
## Defects, damage, or wrong item received
If your order arrives with a manufacturing defect, transit damage, or as the wrong item (wrong size shipped, wrong style, wrong color), we'll replace it at no cost to you.
- **Window:** Contact us within 30 days of delivery.
- **What we need:** A photo of the issue and your order number.
- **Where:** Email hello@dropeleven.com.
- **Resolution:** Replacement shipped at no cost. You do not need to return the original.
## Sizing exchanges
If the fit isn't right, we'll exchange your item for a different size, one time per order.
- **Window:** Within 14 days of delivery.
- **Condition:** Item must be unworn, unwashed, and have all original tags attached.
- **Cost:** You cover return shipping. We cover production and shipping of the replacement.
- **How:** Email hello@dropeleven.com with your order number and the size you'd like. We'll send return instructions.
A size guide is available on each product page. Checking it before you order is the fastest path to the right fit.
## Lost in transit
If tracking shows your order was delivered but it didn't reach you, contact hello@dropeleven.com within 14 days. We'll work with the carrier to locate the package or ship a replacement.
## Final sale items
The following are final sale and not eligible for exchange or refund, except in the case of a defect:
- Items purchased at a promotional discount of 20% or more
- Bundle orders (the bundle discount is the customer benefit; bundle items are non-exchangeable)
- Sample-sale items
## Cancellations
Orders can be cancelled within 24 hours of placement, provided production has not started. After production begins, the item cannot be cancelled. Email hello@dropeleven.com as soon as possible if you need to cancel.
## Refunds
We do not offer cash refunds for change of mind, fit preferences outside the exchange window, or "I no longer want the item." Because each piece is made to order, we resolve those situations through exchange where eligible, and not at all where ineligible.
Cash refunds apply only in these specific situations:
- You cancel your order within 24 hours of placement, before production has started.
- We are unable to fulfill your order for any reason on our end.
- A confirmed defect or shipping error where a replacement cannot be produced (for example, the item is no longer available).
When a refund is approved, funds return to the original payment method. Most banks post the refund within 5–10 business days.
## Questions
Email hello@dropeleven.com. We typically reply within 24 hours.