FAQ's
Where do you ship?
We ship Australia-wide because everyone deserves a touch of luxury delivered to their door.
- FREE STANDARD SHIPPING on orders over $150.
- For orders under $150, standard shipping is a flat $11.95.
- Need it faster? Express shipping is available for $18.95—because glowing skin waits for no one.
All parcels are sent with authority to leave unless you select 'Signature on Delivery' at checkout. Once dispatched (within 1-3 business days), standard shipping takes 5-7 business days for metro areas and 7-10 days for rural or remote locations. Luxe is on its way—hold tight.
How do the subscriptions work?
Effortless luxury.
- Select your favorite products.
- Choose your delivery frequency.
- Let us handle the rest.
Your card will be auto-charged each cycle, and your skincare staples will arrive right on time. Need to pause, skip, or cancel? After three billing cycles, simply email us at hello@elevenelevenlab.com.au, and we’ll take care of it for you.
Can I add one-off purchases to my next subscription cycle?
Absolutely. Just email us at hello@elevenelevenlab.com.au with your wishlist, and we’ll make it happen.
Why aren’t bundles part of the subscription program?
Bundles were fabulous, but everyone uses products at their own pace. Subscriptions are now tailored to work for you.
Customise your subscription to suit your needs and schedule—because freedom and luxury go hand in hand.
Why isn’t my promo code working?
Promo codes are best used one at a time. They don’t stack, and they’re not valid with sale items or other discounts. Keep it simple, and let the savings shine.
Can I pick up my order?
Perth locals, rejoice! You can collect your order from our Midvale warehouse. Just email us before placing your order to arrange it. Luxe savings and a little face-to-face? Yes, please.
What is your packaging made from?
We’re all about eco-luxe.
- Bottles are crafted from glass or PET/rPET, making them 100% recyclable.
- Packing materials include tissue paper, cardboard, and shredded paper—no plastic, no compromises.
What can I do with my empty bottles?
Recycling is always a great option. Toss your bottles in your home recycling bin, or send them back to us at:
11:11 Lab, 2B Malcolm Street, Spearwood, WA, 6163
We’re trialing a reuse program to give your empties a second life. We’ll clean, sterilise, and reuse them, while you enjoy shiny new bottles in your next order. Sustainable luxury at its finest.
Are your products Australian-made?
Always. Proudly Australian-owned, Australian-made, and absolutely luxe.
Are your products cruelty-free and vegan?
Every single one. No animals harmed, no exceptions—just pure, ethical skincare.
Are your products pregnancy-safe?
Yes. Every product is crafted with you and your bump in mind, so you can glow with confidence.
Why does the texture or consistency of my product feel different this time?
At 11:11 Lab, we create our products in small batches, often hand-mixed with care. This artisanal approach means there can be slight variations in texture or consistency. These differences are natural and reflect the thoughtful, hands-on process we use to deliver the highest quality.
Why does the scent of my product seem different from the last one?
The scents of our products are crafted using pure essential oils, which are seasonal by nature. For instance, jasmine harvested in spring may carry a slightly different aroma than jasmine harvested in autumn. These variations celebrate the beauty of nature, and we embrace these changes as part of our commitment to authenticity and sustainability.
Does the variation affect the product's quality or effectiveness?
Not at all! While the sensory experience might vary slightly, rest assured that every batch meets our rigorous standards for quality, safety, and effectiveness. Each product is made with the same love and care to deliver the results you deserve.
How does Afterpay work?
Skincare now, pay later.
- Add your favorites to your cart.
- Select Afterpay at checkout.
- Split your purchase into four fortnightly payments.
Luxe has never been so easy.
Can I return my products?
We stand behind our collection with a 30-day satisfaction guarantee. If your skin isn’t swooning, email us at hello@elevenelevenlab.com.au within 45 days of purchase to arrange a return.
What if I have issues with my order?
If something arrives damaged, defective, or incorrect, email us at hello@elevenelevenlab.com.au with a photo of the issue. Don’t worry—we’ll make it right with a store credit or replacement if you notify us within 21 days of receiving your order.
Any other questions?
We’re here to help. Email us at hello@elevenelevenlab.com.au, and let’s get you glowing. ✨