Frequently Asked
Questions

P-Eleven™ is a UK-based beauty and lifestyle retailer specialising in authentic designer fragrance, premium skincare, beauty, aromatherapy, and wellness products. We offer a growing 13,650+ product catalogue across leading brands alongside our own P-11 skincare range.

Absolutely. Every product we sell is 100% genuine. We source exclusively from authorised distributors and trusted suppliers — no grey market goods, no imitations. If you ever have a concern about a product, please contact us immediately and we'll resolve it straight away.

Yes. Our P-11 own-brand skincare range is 100% vegan and cruelty-free. Our formulas are also paraben-free and developed and formulated here in the UK. Each product page includes a full ingredient list for complete transparency.

We're working on a fragrance sample programme. In the meantime, our team is always happy to advise on scent profiles and help you choose with confidence. Reach us via our Contact page or live chat.

We offer free UK and Europe delivery on orders over £75 to the UK, Netherlands, Belgium, Spain, Germany, Denmark, Italy, Portugal and Sweden. For orders below £75, a standard delivery charge applies. You'll see the exact shipping cost at checkout before you pay.

Standard UK delivery typically takes 2–4 working days. European delivery times vary by country and service shown at checkout. You'll receive a tracking link via email as soon as your order is dispatched.

Yes. Once your order is dispatched, you'll receive a confirmation email with a tracking number so you can follow your parcel every step of the way.

We currently ship to the UK, Netherlands, Belgium, Spain, Germany, Denmark, Italy, Portugal and Sweden. Due to international regulations around fragrance shipping, some restrictions can apply by destination or product. Please contact us if your country is not listed and we'll let you know what's available for your location.

We offer a 30-day hassle-free returns policy. If you're not completely satisfied with your purchase, simply contact us within 30 days of receiving your order. Items must be unused, in original packaging, and in resalable condition. See our full Refund Policy for details.

We're so sorry to hear that. Please contact us within 48 hours of delivery with photos of the damaged item and packaging. We'll arrange a replacement or full refund immediately — no hassle.

Once we've received and inspected your return, we'll process your refund within 3–5 working days. Depending on your bank or payment provider, it may take a further 3–5 working days to appear in your account.

We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and Shop Pay. All payments are processed securely through Shopify's PCI-compliant payment system.

Completely. Our checkout is powered by Shopify, which uses SSL encryption and is fully PCI-DSS compliant. We never store your card details. Your personal and payment information is always secure.