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App access included with every training mat Free UK standard delivery on the Complete Set Guided video drills. No monthly subscription
1/11ONE OF ELEVEN

Shipping policy

Shipping & Returns

1. Shipping Information

  • Free Delivery: Enjoy free shipping on orders over £70 (only in the UK).
  • Order Processing: All orders are processed within 24-48 hours of placement and shipped directly from our warehouse.
  • Shipping Days: Orders are dispatched Monday through Friday. Orders placed over the weekend will be shipped on Monday or Tuesday.
  • Shipping Timeline: The estimated delivery time begins from when your order is dispatched.
  • Order Modifications: Once an order is placed, we are unable to accommodate significant changes or cancellations.

2. Pre-Orders

  • Pre-Order Shipments: Products marked as "pre-order" will be shipped on or before the estimated ship date listed on the product page.
  • Combined Shipments: If your order contains both in-stock and pre-ordered items, everything will be shipped together when the pre-order product arrives.

3. Fees

  • Import & Customs Fees: Please be aware that any import duties or customs fees imposed by your country are the responsibility of the customer. We recommend checking your country’s regulations before making a purchase.
  • Refusal of Charges: If your order incurs duties or taxes and you refuse to pay them, the costs will be deducted from any refund issued.

4. Late or Lost Orders

  • Address Accuracy: Please ensure your shipping address is correct. One of Eleven is not responsible for missing items sent to the wrong address, or for items left with neighbors or in outbuildings.
  • Order Discrepancies: If your order is missing or appears lost, please contact us via email at info@oneofeleven.co.uk as soon as possible.
  • Returned Orders: If your order is returned to us due to an incorrect address, we’ll ask you to cover the cost of reshipping. If you choose not to pay, the shipping cost will be deducted from your refund.
  • Delivered Items: If tracking shows that an item has been delivered, we cannot offer a refund or replacement. In some cases, items may be delivered to a post room or a colleague at your place of work. We recommend having your order shipped to a secure address.

5. Returns & Refunds

  • Return Policy: If you're not completely satisfied with your purchase, you can return your item within 14 days for a full refund or exchange.
  • Eligibility: To be eligible for a return, your item must be in original condition. We ask that the Footwork Mat not be folded if the original packaging is unavailable.
  • How to Return: To initiate a return, please contact us at info@oneofeleven.co.uk within 14 days of receiving your order. We will provide you with the return instructions.
  • Refunds: Once your return is received and inspected, we’ll notify you about the status of your refund or exchange. If approved, the refund will be processed to your original payment method or we’ll arrange an exchange.
  • Return Shipping Costs: The cost of return shipping is the responsibility of the customer, and shipping fees are non-refundable. This includes any original shipping costs paid at the time of order.

6.App access and second-hand purchases

Second-hand training mats do not qualify for new, replacement or additional app access codes from One of Eleven. Reselling the physical mat does not automatically transfer an existing app account or activated code.

Original new purchasers and recipients of mats bought new as gifts can still contact us for help with missing or faulty codes. We may request reasonable evidence of the original purchase.

Your statutory rights and any app-access rights already granted under earlier purchase terms are unaffected. Read the full app access and second-hand purchases policy in our Terms of Service.