Purchase, delivery, returns

All information about ordering, payment, delivery and returns in one place.

How does the purchase process work?

Add items to your cart, review the details, choose a delivery and payment method, and place your order. You can also purchase without creating a user account.

1. Placing the order: Once you place the order, the purchase process is complete and the order is accepted for processing.
2. Order confirmation: You will receive an order confirmation email at the address you provided during purchase.
3. Shipping and tracking: Once we process and ship your order, you will receive a new email with the tracking number for your shipment.

Payment methods

Available payment methods depend on the delivery country and your order. They are shown at checkout (cart), along with any additional costs, before you place your order.

Payment card
You can pay with the cards shown among the payment options for your order.

Payment by pro forma invoice
You will receive payment details on the pro forma invoice. The order is processed once payment is confirmed.

Cash on delivery
If this option is available for your selected delivery, you pay for the shipment upon receipt.

Installment payment
Where offered, you can choose financing through Leanpay, NLB Buy&Go, or another displayed provider. Approval, costs, and financing terms are decided by the financing provider.

Šport 11 Gift Voucher
Enter the voucher code in the cart. You can use multiple vouchers for a purchase; any unused portion remains on the voucher until its expiration date.

Delivery

Orders over €50 are delivered free of charge to Slovenia and Croatia. For orders up to and including €50, and for delivery to other countries, the cost is shown before placing the order.

Shipments are delivered by Express One, DPD, FedEx and Pošta Slovenije. The delivery service depends on the address, shipment size, and available services. Delivery options and estimated timeframes are shown at checkout. Once shipped, we will send you the tracking number by email.

If in-store pickup is available for the order, you can collect your items at the Šport 11 store at Šuceva ulica 21, 4000 Kranj.

How do we package your order?

Smaller items
Before shipping, we protect them with transport packaging suited to the size and sensitivity of the item. The original product packaging may be additionally protected.

Bicycles and larger items
The bicycle is prepared and protected for transport. Individual parts, such as the front wheel or pedals, may be separated from the bike during transport. Final assembly required depends on the model and delivery method.

If you notice damage to the packaging or product upon receipt, please photograph it if possible and email us at info@11-11.si. Reporting the damage to the carrier is not a condition for exercising your rights with us.

Product returns

If you purchased the item online as a consumer, you may withdraw from the contract without giving a reason within 14 days of receiving the goods.

The item must be unused, undamaged, and in its original packaging. Please protect the original packaging well with transport packaging before returning it.

Return address: Šport 11, Šuceva ulica 21, 4000 Kranj, Slovenia, EU.

You may choose your own carrier for the return. You can also return the item in person to the store and thus avoid shipping costs. When withdrawing without giving a reason, you bear the direct cost of returning the item, provided you were properly informed of this before purchase. For goods that, due to their nature, cannot normally be returned by post, the cost of return or a reasonable estimate thereof must be stated before ordering.

Did you receive the wrong item? Email us at online@11-11.si. We will arrange, at our own expense, to collect the incorrectly sent item at an address agreed with you. In the case of a valid claim due to non-conforming goods, we will also cover the necessary return costs.

Refunds are processed without undue delay, no later than 14 days after we receive your return. We will also refund the cost of the cheapest standard delivery option available at the time of purchase. Refunds are generally made using the same payment method; for the sale of goods, we may wait until we receive the returned item or proof that you have sent it.

Need help?

Email us at info@11-11.si or call 04 20 19 780. If you have already placed your order, please provide the order number for faster processing.

Detailed rules regarding withdrawal, non-conforming goods, warranty, and gift vouchers are published in the general terms and conditions.