Help centre
Frequently Asked Questions
P-Eleven help centre
Clear answers before and after your order.
Find practical information about authentic products, UK delivery, tracking, returns and contacting P-Eleven. For policy-specific terms, use the linked policy pages for the latest information.
P-Eleven and our products
What is P-Eleven?
P-Eleven is a UK-based online retailer for authentic designer fragrance, perfume gift sets, skincare, body care, aromatherapy and wellbeing products. Learn more about our approach on the About P-Eleven page.
Are P-Eleven products authentic?
Yes. Products sold by P-Eleven are genuine and sourced through authorised distributors and trusted supply partners.
How can I check ingredients or product suitability?
Review the individual product page for available ingredient, size and usage information. Formulations and certifications vary, so contact us before ordering if you need help with a specific requirement.
Can you help me choose a fragrance?
Yes. Use our Scent Finder to narrow options by notes, mood and budget, or contact us with the fragrances you already enjoy.
Orders and UK delivery
How much does delivery cost?
P-Eleven offers free tracked UK delivery on qualifying orders over £75. Available services and the current charge for smaller orders are shown at checkout.
How will I know when my order is on its way?
When tracking is available, dispatch information is sent using the contact details supplied with your order. Please check that your email address is correct before completing checkout.
Where can I find the latest delivery information?
Visit our Shipping Policy for current delivery terms. If your order is already in progress, contact us with the order number for more specific help.
Can I change an order after placing it?
Contact us as soon as possible with your order number and the requested change. We will review the request, although changes may not be possible once fulfilment has started.
Returns, damage and refunds
What is the P-Eleven returns policy?
Eligibility depends on the item, its condition and the applicable terms. Read the Refund Policy before returning anything, then contact us if you need guidance.
What should I do if an item arrives damaged?
Contact P-Eleven promptly with your order number, a description of the issue and clear photographs of the product and packaging. Our team will review the information and explain the available next step.
How are refunds handled?
Approved refunds are returned through the original payment method. Processing time can vary by payment provider; the Refund Policy contains the latest terms.
Payment and account help
Which payment methods can I use?
The payment options currently available for your order are displayed securely at checkout.
Is checkout secure?
P-Eleven uses Shopify’s secure checkout. Payment details are processed by the payment services offered at checkout rather than being published on the storefront.
Do you offer wholesale or trade accounts?
Eligible retailers, salons, spas, online businesses and corporate gifting teams can submit a wholesale and trade enquiry.
Still need help?
Tell us what you need.
Include your order number when your question relates to an existing purchase.