If you have a question, feedback, or need help with an order, we’re here to help by email. For the fastest service, please include your order number (if applicable), a brief description of the issue, and any relevant photos or screenshots.
How to reach us
- Email only: info@twelveelevencosmetics.com
What to expect
We aim to respond to all inquiries within 1–2 business days. During product launches, promotions, or holidays response times may be slightly longer — typically no more than 5 business days. If you haven’t heard back after that time, please resend your message so we can make sure it didn’t get missed.
What we can help with
We welcome questions and messages about:
- Order status, tracking, exchanges, and returns
- Product ingredients, formulations, and suitability for skin types
- Allergies, sensitivities, and safety information
- Wholesale or retail partnership inquiries
- Press and collaboration requests
- Website feedback and accessibility questions
What we don’t handle by email
For urgent medical concerns or life‑threatening reactions, please contact local emergency services or a healthcare professional immediately. We cannot provide medical diagnoses via email; for complex health questions we may refer you to a qualified provider.
Tips for a quicker reply
- Include your order number and purchase date when relevant.
- Attach clear photos of the product, packaging, or issue.
- List any allergies or known skin sensitivities when asking about ingredients.
- State the best time zone or hours to reach you if follow‑up is needed.
We appreciate your interest in Twelve Eleven Cosmetics and look forward to helping you. Your message will land with a real team member who cares about clean, cruelty‑free beauty and clear, respectful communication.