Have a question? Here's some of the things we get asked the most. Can't find the answer to what you're looking for? Send us a line on firstname.lastname@example.org and we'll get back to you.
Is your range vegan-friendly?
We’re happy to let you know that we have a range of styling products, shampoos, conditioners and treatments that are suitable for our vegan customers, however our whole range isn’t vegan. You can find our list of vegan-friendly products here.
The only animal products we have in our range are high-quality silk amino acids sourced from silk worms, lanolin sourced from sheep’s wool and beeswax. The animals are not harmed in the process, which is one of the reasons why we’re an accredited PETA cruelty-free company.
Is your range gluten-free?
Apart from products that contain hydrolysed wheat protein to boost volume and condition fine hair, every other product in our range is gluten-free. Find the full list of gluten-free products on our website here.
Are your products paraben free?
Yes! All ELEVEN Australia products are paraben free.
Does the range have clean products?
You’ve probably heard the term “clean beauty”, especially over the last couple of years. Unlike ingredients, it’s a term that’s not regulated, and while everyone’s definition of what clean beauty is will vary, ours is really quite simple.
When it comes to what goes into our bottles we adhere to global regulations, meaning if an ingredient is deemed prohibited or dangerous by regulators then we ensure our products don’t contain them. Some ingredients get a bad rap, but remember if they’re globally compliant, they do serve a purpose and that’s to ensure products stay safe and perform.
If there’s an ingredient you’re not sure about, drop us a line and we’d be happy to share any information with you.
Do your products contain silicones?
Great question. Some of our products contain silicones which are derived from sand. Silicones are vegan and gluten free. They are lightweight and non-greasy and help to soften, detangle, protect from heat, reduce frizz, provide shine, and much more! They are effective at very low concentrations and are easily removed from shampooing the hair.
Do your products contain palm oil?
On its own, palm oil is not an ingredient we use in our products, however a handful of other ingredients we use contain palm oil. For these ingredients, we obtain a RSPO (Roundtable on Sustainable Palm Oil) Certificate from the supplier to ensure it is produced without environmental damage. This certifies that the palm oil used is always sourced from sustainable palm farms.
Do you use synthetic proteins?
None of the products in our range use synthetic proteins. We use natural proteins derived from soy and plants.
Do your products contain alcohol as an ingredient?
Yes. Alcohols in haircare come in many forms and serve various roles from moisturising, hydrating and smoothing hair to helping stabilise and preserve haircare products. Like water, it also acts as a solvent to carry other ingredients into the hair.
What are your hair brushes made from?
When creating our brushes, we wanted something that would condition hair, while providing great control while styling. We use a combination of Cruelty Free Boar bristles for conditioning and nylon bristles for control.
Are your ingredients sourced within Australia?
Where possible, we love to use native Australian ingredients such as quandong, desert lime and wattle seed in Miracle Hair Treatment or Australian macadamia nut oil in Keep My Colour Treatment Blonde.
Unfortunately, Australia doesn’t produce all ingredients that we need, which is why we also source ingredients from other countries.
What is the PH level of your shampoos, conditioners and treatments?
All products are pH balanced to the hair, scalp and skin. Our shampoos are between 5.5-6.5, which helps open the cuticle, while our conditioners and treatments range between 3.0-4.5 help close the cuticle and seal the hair.
Does ELEVEN Australia use synthetic fragrances?
We use a mix of synthetic and natural fragrances throughout our products. We have found that sometimes natural fragrances can cause more reactions as opposed to synthetic fragrances as synthetic fragrances usually contain less allergens, however with all of our products we always recommend doing a patch test first prior to use so you can ensure the products are safe and suited to your skin and hair.
Is your product packaging recyclable?
Our bottles, tubs and cans are 100% recyclable, the way you recycle these will differ by region, so always best to check your local guidelines.
What makes the Keep My Colour Treatment Blonde a conditioning treatment?
There’s no denying that blonde hair is often in need of extra hydration. Our blue-based treatment is rich in macadamia oil to moisturise and condition hair, leaving hair with a healthy shine.
ABOUT THE RANGE
Are ELEVEN Australia products safe to use during pregnancy and breastfeeding?
Our products undergo extensive safety reviews and testing to assure they are safe for their intended uses, we have no information that would indicate that our products are unsafe for use during pregnancy or breastfeeding. However because pregnancy and breastfeeding are medical conditions, we always recommend that you verify with your doctors what products are appropriate for use.
Are your products safe to use on keratin treated hair?
We have tested our products on Keratin treated hair and while safe to use we recommend checking with your Keratin brand as to what is safest on their product as each formula may require specific after care.
Are your products colour safe?
Yes, all ELEVEN Australia products are safe to use on colour treated hair. Our patented combination of Trideceth-9, PG-Amodimethicone and Trideceth-12 protect hair colour from fading. Even when using sulphates, this combination of ingredients will shield hair from colour loss.
Does Miracle Hair Treatment protect against chlorine damage?
Regular pool time can be trying on your hair, resulting in dry and damaged hair. Keep it healthy and fresh with Miracle Hair Treatment – a daily leave-in treatment rich in desert lime, quandong and silk amino acids.
What is different about the new coloured tubs?
Our five ELEVEN Australia styling tubs that you know and love have had a colour update. As existing tubs sell through, they’ll be replaced with new strong, bold, coloured ones.
The formulations and product performance all remain the same – including everything you need and nothing you don’t! The only difference? The coloured packaging. Why? They’ll look better on your bathroom shelf or your gym bag!
Can you use your products with hair extensions?
Our products are suitable with most types of hair extensions, however we always recommend double checking with your hair extension manufacturer first.
Is the Smooth & Shine Anti-Frizz Serum a heat protectant?
Our Smooth & Shine Anti Frizz Serum contains a range of organic argan oil to provide heat protection. For optimum heat protection, we recommend prepping the hair with Miracle Hair Treatment before heat styling, as it’s lightweight and suitable to all hair types.
What temperature does Miracle Hair Treatment Protect up to?
Our Miracle Hair Treatment protects up to 220°C degrees of heat with tools.
Can I leave your treatments in my hair overnight?
Our treatments are fast acting and don’t need to be in your hair more than a few minutes at time to receive their maximum benefits. If your hair needs a little extra care, try using the masks 2-3 times per week.
My skin and scalp is easily irritated. what products would you recommend for me?
Everyone’s skin can react differently to a range of ingredients and fragrances. A great way to know what products are suitable for you is by doing a patch test – simply apply a small amount of product on your wrist and wait 20 minutes to see how your skin reacts.
We also highly recommend chatting with your hairstylist to determine the best product combination, before seeing your doctor to check for allergies.
How long does Miracle Hair Treatment offer heat protection after applying?
If the Miracle Treatment is applied after washing and as per the instructions, the heat protection should be effective until the next time the hair is wet, washed or something has been added to it such as a serum or spray.
Do your products contain SLS or SLES?
We’re happy to let you know that our entire range is SLS & SLES free! Thanks to updated technology in late 2020
we were able to launch new SLS & SLES free shampoos. All our other products are also free of these ingredients.
How will I know what the new sulphate free shampoos look like?
Easy, each shampoo will have an SF symbol on the front of each bottle.
What else should you expect from our new Sulphate-Free shampoos??
Expect the same creaminess and great cleanse as you would from our current shampoos, but if it’s the foamy lather you love, like all sulphate free shampoos you may have to shampoo twice.
“I’ve been using these sulphate-free formulas for some time now. While all my clients love our current shampoos, I’m excited to share that their favourite are now sulphate free.” – Joey Scandizzo, Co-Creative Director of ELEVEN Australia.
Shipping and Returns
When can I expect my order to ship?
All orders made on weekdays before 12pm will be shipped within 24 hours from our warehouse in Melbourne, Victoria.
How long will it take my order to arrive?
Orders placed with Express Shipping can be expected for estimated delivery within 2-3 business days Australia Wide.
Orders places with Standard Shipping can be expected for estimated delivery within 3-6 business days Australia wide.
How can I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. If you haven’t received your order within 7 days of receiving your shipping confirmation email, please contact us (please see below email address) with your name and order number, and we will look into this for you.
For enquiries within Australia: email@example.com
What is your return and refund policy?
Due to hygiene and safety concerns, we do not accept exchanges or refunds unless they were damaged or faulty when purchased. In the event that your order arrives damaged in any way, please email us within 3 days of receiving your order, with your order number and a photo of the item's condition. We will address these on a case-by-case basis and will make sure we offer you a satisfactory solution.
What should I do if I have an issue with my order?
If you have an issue with your order please contact us and we can look into this further and where appropriate will provide a refund or exchange. To get in touch please contacts us at firstname.lastname@example.org