FAQs
Ordering & Delivery
How do I contact customer service?
Email support@elevenoasis.com for assistance with your order.
Which countries do you ship to?
We ship to:
- North America: United States, 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, Myanmar
What does "Unfulfilled" order status mean?
This indicates your order is in our processing queue. This status may remain for 3-7 days while we prepare your items.
How long will my order take to arrive?
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: Temporarily unavailable
- 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.
Do you offer free shipping?
Yes, we offer free shipping on orders over $59 USD. Orders under $59 USD have a standard shipping fee of $9.99 USD.
How much does shipping cost?
We offer several shipping options:
FREE standard shipping on orders over $59 USD
- Standard shipping fee of $9.99 USD for orders under $59 USD
Express shipping:
- Canada: $29 USD
- Rest of world: $35 USD
- USA: Temporarily unavailable
How can I get faster delivery?
We offer express shipping to significantly reduce delivery times:
- United States: Temporarily unavailable
- Canada: 4-8 business days
- Rest of world: 4-8 business days
Express shipping rates are:
- Canada: $29 USD
- Rest of world: $35 USD
Can I ship to a P.O. Box?
No, we do not ship to P.O. Boxes. A valid street address is required.
What if I provide an incorrect address?
Shipments with incorrect addresses may be returned to our facility, causing delivery delays. Please ensure your shipping information is accurate.
What happens if my package is lost in transit?
If tracking indicates your package has been lost, please contact us within 30 days. We'll arrange either a replacement shipment or process a refund.
What happens if delivery is unsuccessful?
The carrier will report unsuccessful delivery attempts, and you'll receive delivery rescheduling instructions via email. If no response is received within 5 business days, your package will be returned to our facility and become ineligible for refund.
How do I apply a discount code?
Promotional codes can be applied during checkout. Simply enter your code in the discount field before completing your purchase.
Why isn't my discount code working?
Discount codes may not work if they've expired, don't apply to your items, or were entered incorrectly. Double-check the code and try again. If you continue to have issues, please contact our customer service team at support@elevenoasis.com.
Can I modify my order after placing it?
Yes, you can modify your order (size, style, address, etc.) if it hasn't been dispatched yet. If your order has already been dispatched, you'll need to place a new order. Contact our customer service team at support@elevenoasis.com to get this process started.
Can I cancel my order?
Orders may be fully refunded if cancelled within 24 hours of purchase. Email support@elevenoasis.com with your order number. Cancellations cannot be processed once an order has been shipped.
Why was my order canceled?
Occasionally items become unavailable after ordering. In these cases, we'll contact you within 48 hours. If your order contains multiple items, we'll ship available items and refund any unavailable products.
What should I do if the tracking shows "delivered" but I haven't received my package yet?
If your package shows as delivered but you haven't received it:
- Check all possible delivery areas on your property (front porch, back porch, garage)
- Contact the carrier directly with your tracking information
- If still unable to locate your package, contact our customer support team at support@elevenoasis.com
How do I track my order?
Please visit our Track My Order page: https://www.elevenoasis.com/pages/order-trackOr contact our customer service team at 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.
Can I use multiple discount codes?
Our system allows only one discount code per purchase.
Sizing & Fit
Where can I find sizing information?
Refer to our Size Guide for detailed measurements. For specific questions about particular items, please contact customer service.
How do I find my perfect size?
Check our detailed size chart on every product page. We recommend measuring yourself and comparing it to our chart for the best fit.
What if an item doesn't fit?
For fit issues, contact customer service. Since we don't offer direct exchanges, you'll need to return the original item for a refund and place a new order for your preferred size. You're responsible for return shipping costs unless the sizing issue results from a product defect.
What if I receive the wrong size?
If you receive a size different from what you ordered, contact our customer service immediately with photos. If the error is on our part, we'll provide the correct size at no additional cost.
Returns & Exchanges
What is your return policy?
We accept returns of unworn, unwashed merchandise in original condition for a full refund of the purchase price (excluding shipping) within 30 days of delivery.
What is your exchange policy?
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.
How do I return an item?
- Email support@elevenoasis.com with your order number
- Await confirmation email with return instructions
- Request return shipping address
- Return items within 7 days of approval
- Refunds are processed within 10 business days after return inspection
What condition must items be in for return?
Returned items must be in original, unworn condition, free of stains, scents, or signs of use, with original tags attached, and in original packaging.
Are there items I cannot return?
Yes, the following items cannot be returned:
- Promotional or complimentary items
- Clearance or sale merchandise
- Seasonal holiday products
- Custom or personalized items
- Items returned to our facility due to failed delivery
- Products damaged through customer handling, washing, or cleaning
Who pays for return shipping?
For standard returns, customers are responsible for return shipping costs. If the return is due to a product defect or an error on our part, we will cover return shipping costs.
How long does it take to process a refund?
Refunds are processed within 10 business days after we receive and inspect the return.
How will I receive my refund?
Refunds are issued to your original payment method or as store credit.
Product Information
What if I receive a damaged item?
Contact customer service immediately by emailing support@elevenoasis.com and submit 2-3 photographs showing the damage. We'll provide a replacement at no cost, including shipping.
What if I receive the wrong item?
Contact customer service immediately by emailing support@elevenoasis.com and submit 2-3 photographs of the incorrect item. For errors on our part, we'll provide the correct item and cover all shipping costs.
What if the item I receive has quality issues?
If your item has stains, pattern discrepancies, or manufacturing defects, contact customer service immediately by emailing support@elevenoasis.com with 2-3 photographs. We'll arrange a replacement at no additional cost.
What if my size is out of stock?
Please contact customer service by emailing support@elevenoasis.com with the specific item and size you're interested in. We'll notify you when the item becomes available again.
What materials are your shirts made from?
Our shirts are made from high-quality, lightweight polyester fabric that's both breathable and moisture-wicking for all-day comfort.
Product Care
How should I care for my shirt?
For best results:
- Machine wash cool
- Hand wash option available
- Don't bleach
- Don't tumble dry
- Iron at low heat if needed
Oasis Rewards - Loyalty Program
What is Oasis Rewards?
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.
Account & Customer Service
How can I contact customer service?
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.
How do I create an account?
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!
Is my payment information secure?
Yes, all transactions are processed securely through Shopify's trusted payment platform.
What payment methods do you accept?
We accept major credit cards, PayPal, and other standard payment methods available at checkout.