Customer Care
- How does Eleven Collection footwear ensure a comfortable fit for my child's feet?
Flexible soles designed for growing, active kids; Premium, soft leather ensures comfort and breathability, and no break in period; Cushioned insole makes each step a comfortable one; Easy on and off, with padded collars for a sensational, secure fit. - How often do new Eleven Collection styles come out?
We offer a new line of Eleven Collection shoes twice a year with 11-13 new styles each season. Typically, the spring/summer line launches in February and our fall/winter line is released in August. - Are Eleven Collection shoes made from genuine leather?
Yes! Eleven Collection uppers are made from soft leather with breathable leather lining. Ideal for your child's growing feet. - Is the leather used in Eleven Collection products safe for my child?
Yes! Eleven Collection cares about the safety of your child and takes great care in ensuring that the leather used for our shoes meets the most stringent available U.S. and international guidelines.
Our Shoes
- What sizes are available?
Shoes are available in whole sizes nine through three and are appropriate for toddlers through early school age children. If a size is no longer available, it will not appear in the size option dropdown on the product page. - Do you offer any smaller sizes?
Our sister company, See Kai Run, offers shoes in whole sizes three through nine, appropriate for pre- and new walkers as well as older toddlers up to three years old. See Kai Run has also launched a line of fresh and funky soft-soled booties called Smaller, available in four sizes for ages zero to 18 months. click here for more info - How often should you measure your child’s foot for the best fit?
Children’s feet grow quickly! Measure at least every three months. - How can I ensure the best fit if I order through elevencollection.com?
Please refer to our sizing chart for shoe dimensions and measuring tips. Remember to measure your child’s foot often and allow for growing room – ½ to one centimeter extra is recommended when selecting a shoe size – more if the child will wear socks with the shoes. - Where is your sizing chart?
Our sizing chart can be downloaded here . A direct link to our sizing chart is also available on every product page.
- Are Eleven Collection shoes machine washable?
While shoes may hold up in the washing machine, we do not recommend this method for cleaning our shoes. - What is the best way to care for Eleven Collection shoes?
For day-to-day cleaning, use a mild detergent or leather (suede/nubuck) cleaner and damp rag. Though not necessary, you may also use a water repellent spray to increase their water resistance. We do not recommend that you store wet suede/nubuck shoes near a heat source. We do not recommend machine washing for our shoes.
- Can I place an order outside of the United States?
Currently, Eleven ships only to addresses in the contiguous 48 United States. In the future we will have delivery options to Hawaii, Alaska and Canada, so please check back in with us soon! - How can I check if my order has been shipped?
Once your order has been scheduled for shipping, you will receive an e-mail with your tracking number. This e-mail will also include a link to UPS where you will be able to track your package. - What forms of payment does elevencollection.com accept?
We accept Visa, Mastercard, and American Express cards. - When can I expect my order to arrive?
Allow up to 2 days for processing your order. Depending on your location, shipping times range from 3 – 7 additional business days. You will receive an e-mail confirmation when your order has been received as well as another e-mail confirmation when your order has been shipped. - Where can I purchase Eleven Collection near my home?
Please see our store locator for the nearest retailer to you.
- Why should I join the Eleven Collection mailing list?
Elevencollection.com uses its mailing list to let customers know about special promotions, sales events, and new products. To receive these messages, sign up ! - How often will you e-mail me if I join the Eleven Collection mailing list?
We will e-mail you periodically, as events and news occur – typically you can expect something from us once a month. - How do I remove my e-mail from your mailing list?
Please reply to the email with "Remove me from list" as the subject line.
- Is it safe to order online?
Credit card transactions are completely secure at elevencollection.com. Our web site uses Secure Socket Layer (SSL) encryption technology, which renders information unreadable should anyone try to intercept it. - What happens to my personal information?
Personal information used in fulfilling orders is stored in a database and is never sold to third parties for any reason. Elevencollection.com does not keep credit card information on file.
- Does elevencollection.com offer gift certificates?
Yes. You can purchase gift certificates in increments of $25, $50, $75 and $100. To purchase, simply place the desired value into your shopping cart and check out as usual. Your gift code will be sent to you using the e-mail address you provide, and you will have the option of printing out your gift certificate after receiving this message. Gift certificates may only be redeemed online at elevencollection.com. - How do I redeem my gift certificate online?
Gift certificates can only be redeemed at elevencollection.com. To redeem gift certificates, choose Gift Certificate as your method of payment in the drop-down box and enter your gift certificate number in the field provided upon checkout. The amount will be applied to your order. All elevencollection.com gift certificate sales are final. Elevencollection.com is not responsible for lost or stolen gift certificates. Elevencollection.com is also not responsible for gift certificates that are undeliverable or not received due to inaccurate information, such as an invalid e-mail address. - Does Eleven Collection offer gift cards and gift wrapping?
Yes! You can purchase Gift Certificates under the Shopping tab. We can also gift wrap your item if you choose.
- How do I become an Eleven Collection retailer?
If you are a licensed retail store and would like to carry Eleven Collection shoes, please see our Wholesale page and fill out the request form. We will be happy to provide you with any information you need and help you set up an account. - At what tradeshows can I view Eleven Collection shoes?
Our tradeshow schedule is available here
- Where does Elevencollection.com ship?
We currently ship to US addresses in the contiguous 48 states. Shipping to Hawaii, Alaska and Canada is coming soon! - Can I ship to a PO Box?
We are unable to ship to PO Boxes at this time. Elevencollection.com ships packages using UPS ground service, which does not deliver to PO Boxes. - What are my shipping options, rates and delivery timing?
Shipping and handling charges will automatically be added to your order. We ship using UPS ground in the contiguous 48 states. - Shipping times:
Depending on your location, domestic approximate shipping times range from 3 – 7 business days. Rates are as follows:
Standard UPS Ground shipping:
- For orders under $50: $7.50
- For orders $50-$100: $10.50
- For orders $100 or more: FREE Standard Shipping!
Expedited shipping:
- For orders under $50: 3-day: $17.50; 2-day: $24.50
- For orders $50-$100: 3-day: $20.50; 2-day: $27.50
- For orders $100 or more: 3-day: $23.50; 2-day: $30.50
- Please note that UPS does not deliver on Saturday or to PO boxes.
- What time must I submit my order to ensure my expedited order will ship as soon as possible?
Orders received on a regular business day before 10 a.m. Pacific Time with expedited shipping selected will be processed that day. Expedited orders received after 10 a.m. or on a holiday or weekend will be processed on the next business day. - How can I track my order?
Once your order has been scheduled for shipment, you will receive an e-mail with your tracking number. This e-mail will also include a link to UPS where you can track your package. You will receive a second e-mail when your package has been shipped.
- Can I exchange my merchandise for another item?
If you’re not happy with your purchase for any reason, feel free to return unused items, (in their original condition,) within 30 days of the date of purchase for a full refund. Please include your sales receipt with your return. For detailed instructions, please follow our return procedure. - What if my item arrives damaged?
If any item arrives damaged, is defective, or there has been an error in your order, we will be happy to replace the item and ship it back to you at no cost, or refund the price of purchase. Please include your sales receipt with your return. For detailed instructions, please follow our return procedure. - How long will it take for a credit to appear on my billing statement once I return merchandise?
Please allow up to two billing cycles for your credit to appear. - What is your return policy?
Please see our return procedure for details. Elevencollection.com's return/exchange policy is 30 days from date of purchase.