FAQ's

Where do you ship?

We currently ship to Australia wide.

We offer FREE STANDARD SHIPPING for all orders over $150 within Australia. Standard shipping within Australia under $150 is a flat rate of $11.95. We offer a flat rate express shipping Australia wide at $18.95. All parcels are approved to leave on doorstep unless you choose 'Signature on Delivery' at checkout.

All orders are dispatched from warehouse within 1-3 business days. Shipping to Australian Metro areas usually take 5-7 working days from dispatch with rural and remote taking 7-10 working days depending on location.

How do the subscriptions work?

Easy! Choose your favourite product/s and select subscribe and how often you want to receive them. Your preferred method of payment will be auto charged each billing cycle and your products will be sent to you.  You can cancel, skip or pause anytime after three billing cycles, simply email us at hello@elevenelevenlab.com.au. Find out more here.

Can I add one-off purchases to my next subscription cycle?

Yes, absolutely, you can do this through your subscription link or simply email us at hello@elevenelevenlab.com.au which products you would like added and we can do that for you.

Can I edit or cancel my subscription?

Absolutely! You can easily edit your product selections or adjust the delivery frequency at any time through your subscription portal here. You also have the option to pause your subscription for up to 6 months or skip a delivery cycle after completing three payment cycles.

If you wish to cancel your subscription, you may do so anytime after your third billing cycle. Simply send us an email at hello@elevenelevenlab.com.au, and we’ll be happy to assist you with the cancellation process.

Can I pause my subscription?

Yes, you can pause you subscription for 6 months at a time after three billing cycles. Sometimes, you may have a build up of products and want to press pause while you use them up, other times you may need find yourself in a financial pickle and want to give yourself some more space to breathe- pausing your subscription is a simple solution.

An alternative solution is to skip your next cycle (or two). You can skip or pause your subscription yourself through your subscription link or just email us at hello@elevenelevenlab.com.au and we can make those changes for you.

Why aren't bundles part of the subscription program?

Bundles were originally included in our subscription program, however, we found that customers used the products at different rates—some items were needed more frequently, while others lasted longer. This made it challenging to manage, as we couldn’t adjust the bundle contents once the subscription was activated.

To offer a more flexible experience, we shifted to individual product subscriptions. This way, you can create your own personalised bundle and adjust the frequency of each item as needed. It’s worked out wonderfully, giving customers full control over their subscriptions and the ability to make changes whenever they like.

You can see the products available for subscription here.

Why is my promo code not working?

Promotional/discount codes are used at checkout to receive a discount on your order. Promotional codes cannot be used in conjunction with current sales or with any other promo codes.

Can I pick up my order?

If you are Perth based, you are welcome to pick up directly from our warehouse in Midvale if you would like to save on shipping costs. Please email us at hello@elevenelevenlab.com.au prior to putting through your order if you would like to pick up your order directly. 

What is your packaging made from?

All bottles are made from glass or PET/rPET and are fully recyclable. PET is an energy efficient packaging material which has a very low economic footprint compared to other non-plastic alternatives. It is lightweight, reducing the environmental costs, and has outstanding recyclability due to its efficient and effective ways of recapturing and reusing energy.

Do you use plastic when you pack your orders?

No, we do not use any plastic when packing our orders. We use tissue paper, cardboard boxes and shredded paper. We also reuse any packaging we may have in our warehouses from supplier orders.

What can I do with my empty bottles?

Our bottles are 100% recyclable so you can place them in your home recycle bin. We are currently also in a trial period of reusing and refilling bottles. If you would like to contribute to this program and the planet, you can send your empty bottles to;

11:11 Lab
2b Malcolm Street,
Spearwood, WA, 6163

Your empty bottles will be collecting and be cleaned, sterilised and reused in the next batch of products. You will still receive new bottles in your next order but know that your empty bottles will be getting new life.

Are your products Australian made?

11:11 Lab products are Australian made and owned.

Are your products tested on animals?

All our products are 100% cruelty free and vegan.

Are your products safe during pregnancy?

Yes, all 11:11 Lab products are pregnancy safe.

How does Afterpay work?

Add your favourite products to your cart and select Afterpay at checkout. From there you can log into or create an Afterpay account and your purchase will be split into 4 payments, payable every 2 weeks.

Can I return my products?

Can I get a refund if I change my mind?

If you have not been issued a tracking number, we can refund your order for change of mind. If you have received your tracking number, we cannot refund your order.

You can always contact us for any returns or refund questions at hello@elevenelevenlab.com.au.

What if I have any issues with my order?

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. For items that arrive broken or damaged, take an immediate photograph of how they arrived and email hello@elevenelevenlab.com.au so we can review your case. For any items that arrive broken or faulty we will provide a store credit or replacement if we are notified within 21 days of receipt. Please do not dispose of the item until we have had the chance to review your case.