Holiday Help & FAQs

During the busy holiday season, please allow 5–7 business days for order processing, followed by an estimated 6–15 business days for standard shipping.Processing and shipping are separate stages, so we recommend ordering early to allow plenty of time for delivery.If any unexpected delays affect your order, we'll notify you by email.

Some items may take longer to prepare than others. Rather than holding up your entire order, we may ship your items in separate packages at no additional shipping cost.If you've only received part of your order, don't worry. The remaining items will arrive separately.You can contact our support team with your order number if you'd like an update.

We recommend placing your order before December 11 if you would like it to arrive before Christmas. Ordering as early as possible gives your parcel more time to move through the holiday shipping rush. This is an estimated delivery guideline rather than a guaranteed Christmas arrival date.

Yes. If your order qualifies for a complimentary gift, it will be included with your purchased items.

Complimentary gift bags and limited-edition gifts are available while supplies last. Once they're gone, we won't be able to include them with additional orders.

If your order qualified for a complimentary gift but you didn't receive it, please email support@elevenoasis.com or contact us through WhatsApp on our website.

Include your order number and let us know which gift is missing. Our team will look into it and help resolve the issue.

Promotional credits may not be issued immediately after your order qualifies. The timing depends on the specific offer.

If you haven't received your credit by the expected issue date, please contact our support team with your order number. We'll be happy to check its status.

If you paid using store credit, the refunded credit amount will be returned to your original Eleven Oasis account.

If your purchase earned promotional credit and that purchase is later refunded, the promotional credit will be withdrawn.

For partial refunds, please contact our support team to confirm how your credit will be adjusted.

 Orders placed on or after October 26th that include full-price items qualify for our extended 90-day return policy.

The extended return window applies to eligible full-price items only. Clearance items and complimentary gifts are excluded.

Your 90-day return window begins on the date your package is delivered, not the date you place your order.

Clearance items and complimentary gifts are final sale and cannot be returned or exchanged.

Return eligibility for Christmas items may vary. Please check the product page or contact our support team if you're unsure before placing your order.

Yes. Even after the holiday promotion ends, you can still request a return as long as your items are eligible and you're within 90 days of delivery.

No. Express Shipping reduces delivery time after your package has been dispatched, but it does not speed up production or order processing.

Please allow for both processing and shipping time when estimating your delivery date.

We ship to:

• North America: United States* (excluding remote areas), Canada
• Oceania: Australia, New Zealand
• Europe: Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom
• Asia: Singapore, Hong Kong, Indonesia, Malaysia, India, Vietnam, Philippines, Thailand

*We do not currently ship to remote areas of the United States. These include Alaska, Hawaii, overseas territories, and certain rural ZIP codes. Check your eligibility at checkout or contact support for confirmation.

Order processing takes 5-7 business days. This is the time needed to prepare your order before shipping. Shipping times then vary by region:

Standard Shipping:

• United States: 6-15 business days
• Canada: 8-15 business days
• Norway & Greece: 8-10 business days
• Rest of world: 6-15 business days

Express Shipping:

• United States: 3-8 business days
• Canada: 4-8 business days
• Rest of world: 4-8 business days

Total Delivery Time = Processing Time (5-7 business days) + Shipping Time (varies by region)

For example, if you're based in the USA with standard shipping:

• Processing time: up to 7 business days
• Standard shipping time: up to 15 business days
• Maximum total wait time: 22 business days

Please note that peak seasons and sales events may also affect processing times.

Click here to see our full Shipping Policy.

We offer several shipping options:

Standard shipping:

• FREE standard shipping on orders over $79 USD
• Standard shipping fee of $9.99 USD for orders under $79 USD

Express shipping:

• USA: $49.99 USD + taxes already included
• Canada: $49.99 USD + applicable taxes
• Rest of world: $49.99 USD + applicable taxes

Important Notice: Express Shipping—whether free or paid—may require customs duties and taxes upon delivery. These charges are the customer’s responsibility.

What you need to know:

• Customs duties/taxes may apply when your package clears customs
• You may need to provide customs documentation if requested
• Payment is required before delivery can be completed
• We'll provide assistance where possible, but cannot pay duties on your behalf

Estimated duty costs:

• USA: Approximately $6 for 2 shirts, $15 for 5 shirts (estimates only - varies based on local customs requirements)
• Other countries: Varies based on local customs requirements

Choose Express Shipping only if you're prepared to handle potential customs requirements.

Click here to see our full Shipping Policy.

Nope—sunglasses can only ship via Standard Shipping (typically 8-10 business days) due to customs regulations. They're classified as optical devices, which means express shipping isn't an option. We know it's a bummer, but the good news? They're still worth the wait.

No, we do not ship to P.O. Boxes. A valid street address is required.

This indicates your order is in our processing queue. This status may remain for 3-7 days while we prepare your items.

Incorrect Address

Shipments with incorrect addresses may be returned to our facility, causing delivery delays. Please ensure your shipping information is accurate when ordering.

Lost Package

If your order did not include shipping insurance and tracking indicates your package is lost, contact us within 30 days at support@elevenoasis.com. We’ll arrange a replacement shipment or process a refund in accordance with our standard policies.

If your order included shipping insurance (Worry Free Purchase), lost packages must be claimed through the shipping insurance resolution center rather than through our support team.

Delivery Attempts Failed

You’ll receive rescheduling instructions via email after unsuccessful delivery attempts. If you don’t respond within 5 business days, your package will be returned to our facility and become ineligible for a refund.

Shows “Delivered” but Not Received

•  Check all delivery areas (front porch, back porch, garage)
•  Contact the carrier directly using your tracking number
•  If your order included shipping insurance (Worry Free Purchase), submit a claim through the shipping insurance resolution center
•  If your order did not include shipping insurance, email support@elevenoasis.com for assistance

For general delivery questions or non-insured orders, contact us at support@elevenoasis.com with your order number and tracking information.

Sign in to your Eleven Oasis account to view your available credit balance.

You can also see your available credit at checkout under payment methods, where you can select it to apply toward your purchase.

Make sure you're signed in to the account associated with your credit.

We recommend using your credit before it expires. If you're unsure of your expiration date, please contact our support team and we'll be happy to check for you.

Refer to our Size Guide for detailed measurements. We recommend measuring yourself and comparing it to our chart for the best fit.

For specific questions about particular items, please contact customer service.

You can find specific product details and care information listed on each of our product pages.

Applying Codes: Enter your promotional code in the discount field during checkout before completing your purchase.

Troubleshooting: If your code isn't working, check that it hasn't expired, applies to your items, and was entered correctly. If issues persist, contact support@elevenoasis.com.

Limitations: Only one discount code can be used per purchase.

Order Changes: You can modify your order (size, style, address, etc.) if it hasn't been dispatched yet. Once shipped, you'll need to place a new order for any changes.

Cancellations: Orders can be fully refunded if cancelled within 24 hours of purchase. Cancellations cannot be processed once shipped.

How to Request: Contact support@elevenoasis.com with your order number for either modifications or cancellations.

We accept major credit and debit cards, PayPal, Apple Pay, Google Pay, Shop Pay, Klarna, Afterpay, and more depending on your location.

All transactions are securely processed through Shopify’s trusted payment platform, ensuring your information stays safe.

Orders of 15+ shirts are bulk orders - we'll offer a free sample before production, and once approved, these orders are final sale.

For bulk discounts:

• Use X25 (25% off) for 25-50 pieces,
• Use X30 (30% off) for 51-100 pieces.
• For 101+ pieces, email us at support@elevenoasis.com for custom pricing.

Custom orders are final sale and are not eligible for return or exchange.

Because each piece is made specifically for your order, this applies to all custom products, whether you add custom text, artwork, or purchase the item without customization selected.If there is an issue with your order upon delivery, please contact our customer support team and we’ll be happy to review it with you.

Contact customer service immediately by emailing support@elevenoasis.com and submit 2-3 photographs showing the damage or wrong item. We'll provide a replacement at no cost, including shipping.

We back eligible items with our 30-Day First Order Size Exchange. If your item doesn’t fit as expected or doesn’t feel right, contact us within 30 days of delivery and our team will guide you through the next steps.

Timeline: Items must be returned within 30 days of delivery.

Item Condition Requirements: Items must be in original, unworn condition, free of stains, scents, or signs of use, with original tags attached and in original packaging when possible.

Non-Returnable Items:

• Promotional or complimentary items
• Clearance or sale merchandise
• Seasonal holiday products
• Custom or personalized items
• Bulk order items (10+ items) after approval
• Items returned due to failed delivery
• Products damaged through customer handling

Return Process:
Use our Return Center (found at the bottom of every page) to submit your request. For fastest processing, you may also email support@elevenoasis.com with your order number and details.

Return Shipping: Customers are responsible for return shipping costs unless the return is due to a product defect or our error.

Eleven Oasis does not offer direct exchanges. If you need a different size or style, please return your item for a refund and place a new order.

For orders not yet shipped: We'll process your refund within 48 hours of approval.

For orders already shipped: We'll review your return request within 48 hours. Once approved and we receive your items back, refunds are processed within 10 business days after inspection.

Yes. Orders of 10+ items are bulk orders with special terms. We'll offer a free sample before production, and once you approve the order (with or without taking the sample), these orders are final sale - no returns or refunds accepted.

Our loyalty program lets you earn points for purchases and engagement, with three exciting tiers offering increasing benefits. Click here to learn more about earning points, redeeming rewards, and exclusive perks.

Simply contact our customer service team via our support email: support@elevenoasis.com.

We aim to respond within 48 business hours but are usually much faster. Please check your spam/junk folders for our replies.

Click the account icon in the top right corner of our website and follow the simple registration process.

You'll earn 250 Oasis Rewards points just for signing up!