Everything you need to know. Can't find the answer? Contact us.
Browse our shop, pick your size, add items to your cart, and proceed to checkout. We support UPI, Debit/Credit Cards, Net Banking, Razorpay, and Cash on Delivery.
Absolutely. All transactions are SSL-encrypted and processed through Razorpay — a PCI-DSS Level 1 certified payment gateway. We never store your card details.
Only one discount code can be applied per order. If you have multiple codes, use the one with the highest value.
Orders can be cancelled within 2 hours of placement via My Account. Once the order is dispatched, cancellations are not possible — but our free 30-day return policy applies.
Yes! COD is available for most pin codes across India. A ₹50 handling charge applies. Not available for orders above ₹10,000 or in certain remote areas.
This usually happens due to insufficient funds, incorrect card details, or a temporary banking issue. Try a different payment method or contact your bank. Your money will not be deducted for failed transactions.
Yes. A GST invoice is sent to your registered email within 24 hours of order confirmation. You can also download it from My Account → Orders.
Standard delivery takes 2–5 business days for metro cities and 4–7 days for other areas. Express delivery (1–2 days) is available in select cities.
Yes — we ship to 27,000+ pin codes across India. Enter your pin code at checkout to confirm availability.
Yes! Free standard shipping on all orders above ₹3,000. Orders below that attract a flat ₹79 shipping fee.
Once shipped you will receive a tracking link via email and SMS. You can also track your order on our Track Order page using your order number and email.
The courier will attempt delivery up to 2 more times. After 3 failed attempts the package is returned to us. Contact us to rearrange delivery — re-shipping fees apply.
Express delivery (1–2 days) is available for select metro pin codes at checkout. Same-day delivery is not currently available.
First check with neighbours or your building security. If still missing, contact us within 48 hours at support@heaven11.com with your order number and we will investigate with the courier.
We offer hassle-free returns within 30 days of delivery. Items must be unworn, unwashed, and in original packaging with all tags intact.
Go to My Account → Orders, select the item and click "Return". We will arrange a free doorstep pickup within 2 business days.
Once we receive and inspect the item, refunds are processed within 3–5 business days for UPI/Net Banking and 5–7 days for Credit/Debit Cards. COD orders are refunded via bank transfer.
Items purchased during sale events are eligible for size exchange only, not refunds — unless the item arrives damaged or defective.
We apologise! Contact us within 48 hours of delivery at support@heaven11.com with photos of the item and your order number. We will replace it free of charge or issue a full refund.
Yes — size exchanges are free within 30 days. We currently do not support direct colour/style exchanges. Place a new order for the correct item and return the original.
Each product page has a detailed Size Guide with chest, length, and shoulder measurements. We recommend sizing up one size for an oversized streetwear fit.
Our hoodies use 380–420 GSM combed cotton fleece. T-shirts are 200–240 GSM heavyweight combed cotton. Tracksuits use 260 GSM French terry. All fabrics are pre-washed and pre-shrunk to minimise post-wash shrinkage.
Our fabrics are pre-shrunk, so minimal shrinkage (under 3%) is expected. Wash in cold water, inside out, and tumble dry on low to maintain shape and colour.
Popular items are typically restocked within 2–4 weeks. Click "Notify Me" on the product page to get an email alert the moment your size is back.
Every Heaven11 item ships with a holographic authenticity tag sewn into the garment. If your item is missing this tag, contact us immediately.
We work hard to ensure accurate colour representation but slight variations may occur due to different display settings. The product description mentions any significant colour notes.
No — you can check out as a guest. However, creating a free account lets you track orders, save wishlist items, access your order history, and receive exclusive member offers.
Visit the Forgot Password page, enter your email, and we will send a secure reset link within a few minutes.
Log in and go to My Account → Profile to update your personal details and saved addresses.
Yes! Click the heart icon on any product to add it to your Wishlist. You need to be logged in. Access your wishlist any time from the top navigation icon.
We are sorry to see you go. Email us at support@heaven11.com from your registered address with the subject "Delete My Account" and we will process it within 7 business days.
Yes — your Heaven11 account, wishlist, and order history are synced across all devices. Simply log in on any browser or device.
Still need help?
Our support team typically replies within 4 hours.