FAQ'S

FAQS

Have a question?
Find the answers in our FAQ below.

MOST FREDUENTLY ASKED QUESTIONS

You are welcome to contact us if you require assistance in placing your order. Please contact us via email, chat or phone. Our email info@ileven.co and our phone number is +84813321000

Once your order is placed, our logistics team begins preparing it for shipment. Orders are typically processed within 48 business hours (excluding weekends and holidays).

You will receive an email confirmation with a live tracking number as soon as your order is dispatched.

You can use this tracking number to follow your shipment in real time via the courier's website.

If you have any concerns about your order status, feel free to contact us at

📧 info@ileven.co — we’re here to help.

All orders are shipped from Vietnam or Hong Kong, depending on product availability and your location.

Under normal conditions, our shipping partners estimate delivery within 2–4 business days, but it may vary from country to country.

In most cases, you can expect to receive your order in 5–14 business days after dispatch.

Delivery time may be affected by customs clearance, local holidays, shipping distance, weather conditions, high-demand seasons, and other external factors.

We kindly ask for your understanding and patience if there is a 1–3 business day delay.

ILEVEN jewelry is crafted from 925 sterling silver and 304 stainless steel — materials known for both beauty and durability. To keep your piece looking its best, we recommend avoiding contact with water, perfume, and harsh chemicals. Always remove your jewelry before showering, swimming, or applying skincare products.

When not in use, store your piece in a dry place, ideally in the anti-tarnish pouch or box provided, away from direct sunlight. To clean, gently wipe with a soft cloth or polishing cloth. For silver items, a mild soapy rinse and careful drying may help restore shine if needed.

We also suggest handling your jewelry with care, avoiding strong impacts or rough surfaces — especially for designs with moissanite or zircon stones.

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Every ILEVEN order comes with a specialized polishing cloth to help you keep your jewelry clean and radiant.

We recommend gently wiping your piece after each wear to remove sweat, skin oils, and dust — all of which can contribute to tarnishing over time.

For deeper cleaning (especially for 925 sterling silver), you may use warm water mixed with a drop of mild soap, paired with a soft-bristled brush, then dry thoroughly with a clean cloth. Avoid harsh chemicals or soaking your jewelry for too long.

From a scientific perspective, silver naturally reacts with sulfur in the air, forming a dull layer over time. Regular polishing with the provided cloth helps prevent this reaction and keeps your piece looking brilliant for longer.

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PRODUCT QUESTIONS

ILEVEN uses premium materials such as 925 sterling silver, 304 stainless steel, and carefully selected Moissanite or Zircon stones.

Each piece is crafted for durability, elegance, and skin-friendly comfort — made to shine beautifully over time.

Each ILEVEN piece is carefully handcrafted through a precise process that combines modern machining technology with refined hand-finishing techniques.

We pay close attention to every detail — from sharp lines and balanced proportions to polished surfaces — to ensure the highest level of elegance and craftsmanship before your piece reaches you.

Yes. Our products are made with high-quality materials and undergo strict quality control to ensure long-lasting durability.

With proper care, your ILEVEN piece will maintain its beauty and strength over time — crafted to accompany you through everyday moments and special occasions alike.

Each product page includes a detailed Size Guide to help you find the perfect fit.

If you're unsure, we recommend measuring a piece of jewelry you already own or contacting our team for personalized advice via WhatsApp or email.

We're happy to assist you in choosing the ideal size for comfort and style.

Yes, ILEVEN offers personalization options such as engraving or custom designs on selected products.

If you’d like to customize your piece, please contact us directly via WhatsApp at +84813321000 — our team will be happy to discuss your ideas and bring them to life.

ORDER QUESTIONS

Once your order is placed, our logistics team begins preparing it for shipment. Orders are typically processed within 48 business hours (excluding weekends and holidays).

You will receive an email confirmation with a live tracking number as soon as your order is dispatched.

You can use this tracking number to follow your shipment in real time via the courier's website.

If you have any concerns about your order status, feel free to contact us at

📧 info@ileven.co — we’re here to help.

If you require an address change, we can assist you via WHATSAPP +84813321000 OR email at INFO@ILEVEN.CO Kindly note, address and shipment date changes may not be processed if the package has already been shipped out or if the transaction payment method was via PayPal. If you need to make an urgent delivery change whilst your order is in transit, we recommend you to contact the courier directly for assistance.

Once you have placed your order, you will receive an email from Golden Concept. Please check in your spam folder too. If you have not received the email, please contact us via WhatsApp +84813321000 or email at info@ileven.co

In some cases your payment may have been unsuccessful. Even though you’ll see a pending payment, that pending status will be returned back few days after. The number of days to remove the pending status depends on your bank policies.

Our goal is to deliver the correct products but due to high volume of orders, mistakes could happen during the processing of your shipment. If this happens, kindly send us pictures or even a video of the item you have received including your order number and we will do our best to deliver the correct item in the shortest period of time. If you have any queries regarding your order status, contact us via WhatsApp +84813321000 or email at info@ileven.co

In most cases, your order is cancelled because your payment was unsuccessful. This may be due to different shipping and billing addresses, unverified account on PayPal or unsuccessful authentication procedures.

SHIPPING & DELIVERY

Shipping charges can start from 15USD which may vary according to the weight of the package and location. Shipping is free for orders above 100USD.

We use the following courier services, DHL , UPS and FEDEX. All couriers are used with EXPRESS services.

All orders are shipped from Vietnam or Hong Kong, depending on product availability and your location.

Under normal conditions, our shipping partners estimate delivery within 2–4 business days, but it may vary from country to country.

In most cases, you can expect to receive your order in 5–14 business days after dispatch.

Delivery time may be affected by customs clearance, local holidays, shipping distance, weather conditions, high-demand seasons, and other external factors.

We kindly ask for your understanding and patience if there is a 1–3 business day delay.

ILEVEN is a global brand with fulfillment centers located in Hong Kong, Hanoi, and Ho Chi Minh City (Vietnam).

Depending on your location and product availability, your order will be shipped from the nearest warehouse to ensure the fastest and most secure delivery.

While we currently operate as an online-first brand, our logistics network is fully optimized to support fast global shipping.

If you have any questions, feel free to contact us — we’re here to assist you anytime.

PURCHASE INFOMATION

You can pay via PayPal, credit or a debit card, Maestro, Mastercard, Visa, American Express, Apple Pay or Google Pay & CRYPTO

Our prices are in USD. However, you have the option to view other currencies on our website.

Your credit card details are handled with secure encryption under strict banking standards. Your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank. As a result of this, no information is stored by ILEVEN !

As payments are handled by the bank under strict conditions, they cannot be accessed or read by any parties. Therefore, payment information is not stored by ILEVEN !

RETURN AND EXCHANGE

At ILEVEN, we want you to feel completely satisfied with your purchase.

You have the right to return your order within 30 days from the date of purchase, except for customized products and items purchased during promotional campaigns.

To be eligible for a return, the item must be unused, in its original condition, and returned with the complete packaging it was received in.

Once your return has been received, our technical team will inspect the item to determine whether it qualifies for a refund or exchange. You will be notified of the decision via email once the evaluation is complete.

Please note: Returns sent after the 30-day period cannot be accepted.

If you have any questions about returns, feel free to contact us — we’re here to help.

Yes, you can request a change to your order as long as it hasn’t been shipped yet.

Please contact us via email as soon as possible to make any modifications. Our team will do their best to assist you before the order is dispatched.

If your order has already been shipped, we kindly ask that you wait until it has been delivered. Once received, you may initiate a return and place a new order with the correct item.

In either case, we highly recommend notifying us via email at info@ileven.co so we can support you promptly.

To request a return, please contact us at info@ileven.co within 30 days of purchase.

Returns must be unused, in original condition, and include full packaging.

Return shipping is at the buyer’s expense unless the item is defective or incorrect.

Refunds are processed within 1–10 business days after we receive and inspect the item.