Terms & Policies
Everything about ordering from, and being a customer of, 11 Studio: sale terms, delivery, returns and how we handle your information.
Terms of Sale
These terms apply whenever you order from 11 Studio, whether through our website, WhatsApp, or in person. By placing an order you agree to them.
Orders
Orders are placed by adding pieces to your bag and sending the order through WhatsApp. An order is only confirmed once we reply confirming stock, price and delivery details, an order sitting in your bag or sent but unconfirmed is not a guaranteed sale.
Pricing
All prices are listed in Zambian Kwacha (K) and include no hidden fees unless stated. We reserve the right to correct pricing errors before an order is confirmed. Prices may change without notice, the price confirmed with you at checkout is the price you pay.
Payment
- Cash on delivery
- Mobile Money on delivery
- Full payment is due at the point of delivery unless otherwise agreed in writing over WhatsApp
Stock
Pieces are handmade or sourced in limited runs. Availability shown on the site is updated regularly but not guaranteed in real time, if something sells out between browsing and confirming, we will let you know and offer the closest alternative.
Shipping & Delivery
Coverage
We currently deliver across Lusaka. If you are outside Lusaka, reach out on WhatsApp, we can often still arrange delivery via courier at an extra cost.
Timing
Most orders confirmed before mid-afternoon are delivered the same day. Orders confirmed later, or during high demand periods, are delivered the next day. We will always give you a realistic delivery window on WhatsApp once your order is confirmed.
Delivery fees
Delivery fees depend on your area within Lusaka and are quoted before your order is finalised, no surprise charges on arrival.
Failed deliveries
If you're not reachable or available at the confirmed time and address, we'll attempt to reschedule. Repeated missed deliveries may incur an additional delivery fee.
Returns & Exchanges
Faulty items
If a piece arrives faulty or damaged, message us on WhatsApp within 48 hours of delivery with a photo or short video. We'll repair, replace, or refund, whichever gets your room glowing again fastest.
Change of mind
Because pieces are checked and confirmed with you before dispatch, we don't accept change-of-mind returns once an item has left the studio. Take your time before confirming, we're always happy to answer questions on WhatsApp first.
Exchanges
Want a different colour or piece instead? Let us know within 48 hours of delivery, exchanges are handled case by case depending on stock.
Privacy Policy
What we collect
To fulfil an order we collect your name, phone number, delivery area, and the items you've ordered. If you create an account, we also store your email address.
How we use it
Your information is used only to process and deliver your order, and to follow up on WhatsApp about that order. We do not sell or share your information with third parties for marketing.
Where it's stored
Order and account information is currently stored securely for the purpose of running the shop. If you'd like your information removed, message us on WhatsApp and we'll action it.
Contact
Questions about your data or these policies can go straight to our WhatsApp, 097 474 3477.