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Our Customer Service Team is available to take your calls daily during the following
business hours:


Monday thru Friday: 9:00am-6:00pm & 10:00pm-7:00am (GMT+9H)
Lunch: 12:30pm-1:30pm & 2:00am-3:00am (GMT+9H)
Closed on Sat, Sun, Holidays


* Click here to use the time zone converter.

 

Toll Free:
 1-855-521-5165

FAQ

| Payment

What forms of payment do you accept?

We accept the following forms of payments:

● Credit Card
    > Visa
    > MasterCard
    > American Express
    > JCB
    > Discover

● PayPal


What can I do if the payment does not process successfully?

In case you are using PayPal, E-checks are not accepted.

You may also check your account status and review buyer information you have entered before making the payment.

When using credit card, you need to check following or contact the card issuing bank for more details.

① Credit card should be approved for online use

② Some credit cards can only be used within the country issued

③ In case of exceeding monthly limit, payment is not accepted

④ If the card holder has records of chargeback cases, transaction may be blocked

⑤ Card holder's information must match with the buyer information


How do I know if my payment went through successfully?

Once payment is made, transaction details are sent through e-mail from both our store system and Payment Gateway (EXIMBAY or PAYPAL). Our email includes the list of items you have purchased.



| Order

Do you also have mobile exclusive page for the store?

We offer the mobile exclusive page. Click here if you want to switch the page into mobile version.


Do I need to register before placing an order?

You do not need to register before placing an order. You may register as soon as you have finished shopping, or check out as a Guest. Our registration process is fast, free, and will save you time for future purchases. Click here to register.


What is the status of my order?

Once an order is placed, you will receive an order number and a confirmation email with your order summary. Click here to check the status of your order. If you are a registered user, simply log in to your account then go to ORDER LIST of MY ACCOUNT. Non-member users can enter their order number in the designated fields.


How do I reset my password?

If you can't remember your password, please enter your email address and ID to reset your password. Click here to reset your password.



| Product

Where can I find the related items from the selected item page?

We provide the related items of your selected item at the bottom of the page. You may use the related items as reference of your style guide. Please contact our Customer Center if you cannot find the related items that you are interested in.


How can I convert my size into Korean size?

Click here to see the standard size guide (measurement guide).
However, since body/foot shapes are all different, we cannot suggest you the exact size you have to wear. Please see detailed measurements at the bottom of the product details page as well.
In case of exchange due to ill-fitting (shoes), round-trip shipping cost will be borne by the customer.


How long will it take for my international order to be received?

It usually takes 7-10 working days for you to receive the order from the date you purchased. Once the order is dispatched, it takes about 4 days to arrive at your doorsteps. Tracking number is issued once the order leaves the warehouse. Arrival date may be different depends on the Customs of desinated country, so please keep track your order using the provided tracking number.


* Season items (Summer/Winter) may take 3-5 additional days.
* store-made items may take 3-5 additional days
* Customized or handmade item may take 7 additional days (shoes, leather bags, customized clothing and etc.)



| Shipping

Do you ship internationally?

Yes, we ship to international countries. Click here if you want to check the list of the countries where we ship.

Since Standard EMS service is not offered to some countries, they need to be shipped via EMS PREMIUM. Therefore, additional shipping cost will be charged for such orders.


Should I expect to pay duties and taxes for my order?

International orders will be delivered by your local postal service. Although charges are not always incurred, assessment of duties and taxes will be based on the value of the order. Payment of any duties and taxes are the responsibility of the recipient and these fees are collected at the time of delivery. More information can be checked by contacting your local Customs office.


*In case of return due to unpaid duties and taxes, we will refund the amount as deducting the original shipping fee of your order.


How do I track my order?

To track your order, please click here then enter your tracking number. You will then be able to view all of your shipping status. For tacking order, you might wait for up to 24 hours for processing. If still cannot track it, please contact our Customer Service.


Why is it still undelivered to me even my order status states that it is delivered completely?

Tracking number is provided once the order is shipped. Please simply log-in to your account and go to MY PAGE then see ORDER. However, a week after it ships out, order status is automatically updated into "Delivered" by our system.

If you failed to receive your package within 4days from the "Delivered" status, or it says it was received by unknown recipient, please contact our Customer Center as well as the local postal office.


Why is my order is being returned to Korea?

In case of absence of addressee or uncleared customs, packages are sent back to the sender as failed delivery.

If you wish to have them back, you will be charged with shipping cost based on the weight of the parcel. In case of refund, original shipping cost will be deducted from the refund amount.

We do not take responsibility for wrongly typed address, so please double check before you make your payment.



| Exchange/Cancel/Return

Can I modify my order before delivery?

Modification of the order can be only processed if your order is in [Preparing Item] status.

Please click here to contact our Customer Center with below information for further confirmation:

- URL of the item

- Item Name (Code) / Option Detail

- Order Number

- Detail Request


*If total amount is decreased due to cancellation and your order is no longer a target of free-shipping, then there may be a deduction of shipping cost according to shipping policy.


Do you process exchanges?

Unfortunately, we are unable to offer exchanges at this time, however we do accept returns. While returning or after returned, you may place a new order for the item you would like to exchange.

You may contact our Customer Center within 7 days of receipt and we can assist you through return process. In case of return due to change of mind, returning shipping cost will be responsible of the customer.


Can I return my order?

Yes, please contact our Customer Center within 7 days of receipt and we can assist you through return process.

You can return or exchange any unworn, unwashed or defective products via EMS only. Once returned items arrive at our warehouse, their condition will be examined. In case item shows signs of use (stains, scent or any form of contamination), item will not be accepted for return.


*Please note that below items cannot be proceeded for returning.

- if tags/labels of the items are damaged

- if item shows signs of use (stain/scent/any form of contamination)

- inner wear/swim suit

 

- Accessories

- Cosmetics

- Customized/Handmade items


How much will I be in responsible for free shipping order once I return?

In case your total amount decreases as returning due to change of mind, shipping cost will be deducted according to our shipping rate policy and you will be also in responsible of returning shipping fee as well.



| Missing / Damaged or Defective Item

What if I received the wrongly shipped item from my original order?

If you receive a wrong item, please contact our Customer Center within 7 days of receipt.

Unfortunately, we can only assist you to get refund for your original ordered item as you return the wrong shipped item. In this case, returning shipping fee will be in responsible by us. If you want to receive the item again, we will ask you to place a new order.

*Even for wrong shipped items, they'll not be accepted if item shows signs of use.


Your order will be handled under following procedure:

①You will be asked to post photos of the wrongly shipped item on Q&A board or through e-mail

②Return the item and send us the photo of return shipment receipt.

③Return cost will be refunded in reward point or the payment method you used for the order as return item arrives.


What if my received item is damaged or defective?

If you receive a damaged or defective item, please contact our Customer Center within 7 days of receipt.

Unfortunately, we can only assist you to get refund for your original ordered item as you return the wrong shipped item. In this case, returning shipping fee will be in responsible by us.


Your order will be handled under following procedure:

①You will be asked to send photos of the damaged or defective item through e-mail.

②Return the damaged or defective item then send us the photo of return shipment receipt.

③Return cost will be refunded in reward point or the payment method you used for the order as return item arrives.


What if part of my order is missing?

First of all, please check your order status on MY PAGE, because this may be a case of part shipment.

If all items are confirmed to be shipped but you still have a missing item, please contact our Customer Center with this information.

We can check the orders only if it is reported within 7 days of receipt.


Your order will be handled under following procedure:

①You will be asked to send photos of the received items, invoice, and the package through e-mail.

②We will check on our shipping system if the item is omitted from the original shipment.

③We will send you an e-mail with final confirmation.

④When confirmed as missing item, we will process refunding for the missing item.

  However, if omitted item checks as sold out, then it will be refunded immediately as well.



| Reward Point / Coupon / Membership

What is reward points?

Reward points can be used as cash when you are shopping with us online.

*Only members can use the reward point.


How can I check and use my reward point or coupon?

If you are a member, you can check MY PAGE to see accumulated amount of reward points or coupon you have.

The pending reward point due to purchase will be available for use 7 days after the delivery is complete. Once reward point becomes available for use, you will see a little box on the check-out page to enter amount to use.

*When payment is made in reward point, any form of cash refund will not be available, which means reward point is only refundable in reward point. Accumulated reward point cannot be returned to the customer in cash in any cases.

Payment

We accept the following forms of payments:


•Credit Card

  •Visa

  •MasterCard

  •American Express

  •Discover

  •UnionPay

  •JCB

•PayPal


Shipping
  • Shipping Method


    EMS / SAGAWA (for Japan) / DPEX (for Taiwan)

    ** For Japan and Taiwan, their own shipping company (Sagawa for Japan, DPEX for Taiwan) will be used.



    Shipping Rates & Delivery


    Below are the delivery methods available with estimated arrival time:


    * Shipping fee for countries listed in [Countries We Ship To] will be calculated based on the total purchased amount as below:


       * All costs in US Dollars.

    Service

    Order Amount

    Cost

    Delivery Time

    EMS
    (Express Mail Service)

    $0-$100

    $30

    7-10 business days
    (for in-stock items)

    $100-$200

    $20

    $200 -$250

    $10

    $250 +

    FREE



    * For other countries:


    Service

    Cost

    Delivery Time

    EMS
    (Express Mail Service)

    EMS rates will be automatically calculated when you place your order.

    7-10 business days
    (for in-stock items)


    Shipping will take 7-10 business days for in-stock items. Shipping may take longer for some items.


    *Please note that these are estimated delivery times only, therefore we are not guaranteeing delivery dates.


    Countries We Ship To


    ● Australia

    ● Canada

    ● China

    ● HongKong

    ● Japan

    ● Lao People's Dem Rep.

    ● Malaysia

    ● Mongolia

    ● Philippines

    ● Singapore

    ● Taiwan

    ● Thailand

    ● U.S.A

    ● Viet Nam



     

    Track Orders


    EMS tracking information may take 2-3 days to be available.

    Worldwide Tracking: http://www.track-trace.com/post

    USA Tracking: https://tools.usps.com

    Canada Tracking: http://www.canadapost.ca

    Australia Tracking: http://auspost.com.au/track



    Customs and Duties


    The recipient will be held responsible for international shipments which may be subject to import duties and taxes. Please be advised that these charges are levied by the destination country and we do not have control over them. In the case that the recipient refuses to receive the parcel, the order will be returned to Korea and will not be re-shipped. Relevant expenses (round-trip shipping, customs, etc.) will be deducted from the refund.

     

     

Returns & Exchanges

All requests for returns and exchanges must be made within 7 days of receiving the item (even for defective items). Once confirmed, items must be returned immediately and arrive within 7 working days.



11AM must be contacted via Q&A Board before making any returns or exchanges.  Product availability must be checked first for exchanges. When posting a refund request for defective or wrongly shipped items, please  include detailed pictures of the item(s) along with the order number, product codes, and a written explanation  to the Q&A Board. If any items are missing from your package, contact our customer service the day you receive  your package.



11AM will only bear the shipping costs of defective or wrongly shipped items.  All other shipping costs will be  the responsibility of the buyer.  If non-defective items are sent to 11AM along with defective items, the buyer   will be responsible for all shipping costs.


Returns and exchanges must be unworn, unaltered, and unwashed with all tags attached.

The following are not eligible for returns/exchanges:


● Any item where the tags have been removed, regardless of if they were defective before arrival.

● Customized or handmade items.

● Intimates, innerwear, stockings, swimsuits.

● Items that show traces of use, wash, or alterations.

● Items that have been damaged intentionally including, but not limited to, lost tags, alterations, washing       damage, even if the item was defective upon arrival.

● All goods returned without previous notice will not be accepted.


You may cancel an order if the “preparing products” status remains for 10days or longer.



11AM is not responsible for problems caused by carelessness of buyers.  Items returned or exchanged that are  identified to be damaged by buyers will result in legal action taken by 11AM according to seller and buyer’s  protection laws.  Please wash and care items according to the tips stated on the website.



Wrinkles or creasing from delivery or minor issues with stitches, glue marks, or chalk marks will not be  considered defects.  Items that are the wrong size due to wrong measurements by the buyer will not be  considered defective items.



All products must be returned in the same condition as they were shipped, including product, bag, box,  and any gifts.  If any gifts that were sent have been used or lost, the buyer will be responsible for paying or those items in order to complete a return or exchange.  

Refunds

It takes 3-5 business days to issue a refund for a returned or cancelled order.

Please be advised that your refund may not be processed until the next billing month depending on your credit card issuer's billing schedule.

Reward Points

Your reward points for purchased order will be issued once order is delivered completely.


Pending period for reward points:

Your reward points issued from orders will be added to your account and stay as Pending for 20 days from delivery before validation to compensate time for exchange or returns.


Meanwhile, you are free to spend your available reward points balance.  


Reward points are provided in U.S. Dollars.

Please treat reward points like cash.


Requirements:

If you pay for your order with reward points, you are required to spend a minimum reward points of $1.
If you pay for your order with reward points, you are required to purchase a minimum amount of $50.


Cancellation of reward points:

Pending reward points issued from orders will be automatically cancelled on cancellation or return of the relevant order. Your reward points will be cancelled if you close your account.



Product Review & Reward Points

If you write a review for each product your purchase, we will credit you in reward points.


Thanks for visiting and shopping with 11A.M.

We will credit all members who write reviews for the purchased products.

We try to improve on our service to satisfy our customers based on the review you write for us.

Please feel free to leave your comments as in review.


You can receive credits in below two cases:

1) 1 Text Only Reviews: $0.50 in reward points ($0.25 for accessories)

2) 1 Text Review with the Photo: $1 in reward points ($0.50 for accessories)


To confirm your identity, you must log in and write a review.

* 1 Reward points can be used as $1

* Reward points will be given after the staff of 11A.M. checks your Review post

•To earn your reward points, you have to join a membership.


Reward points won’t be provided under the conditions below.

•Items below $10

•30 days after receiving the item

•Sold out items when writing a review

•Sale or event items, free gift items

•Purchased as a non-member, or can not verify the order history

•Returned item before or after writing a review


For further inquiry, please contact our Customer Center through email.


  • T.(1).855.521.5165
  • E-mail:en@11am.co.kr
    MON-FRI : 9AM-6PM & 10PM-7AM(GMT+9H)
    LUNCH : 12:30PM-1:30PM & 2AM-3AM(GMT+9H)
    CLOSED:SAT,SUN & HOLIDAY
  • COMPANY ELEVENAM CO.LTD CEO LIM YEOJIN
    Business Registration No. 211-88-66482
    E-COMMERCE PERMIT 2012-Seoul-Gangnam-01030
    ADDRESS BOOK 45, Dosan-daero 15-gil, Gangnam-gu, Seoul, Republic of Korea 06033
    RETURN ADDRESS 2F 89 Yeonmujang-gil, Seongdong-gu, Seoul, Republic of Korea 04783
    Phone (1).855.521.5165 Email Address en@11am.co.kr
  • Full Site
  • All images at 11AM are the property of Elevenam Inc. and protected by copyright law.
    Use of images without express authorization is subject to criminal charges and a penalties for infringement.
    Copyright © Elevenam Co., All Rights Reserved. HOSTING BY cafe24 Corp.
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