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FAQ

WHAT IS ONE ELEVEN?


We work hard, but live for the weekends. We travel light and often because we are drawn to the majestic beauty of the outdoors and see it as an endless source of inspiration. It was this simple idea that lead to the creation of One Eleven, a place for like-minded individuals to come together and share their love of being outside.


To start, we chose the northern arrow as our logo. On every map this symbol signifies direction, thereby setting orientation from where you are to where you want to go. For our name we looked to global coordinates. Degrees of latitude are parallel, so the distance between each degree, 111 kilometers, remains constant. It is the combination of having a consistent message and product direction that form the foundation of One Eleven.


The heart of every One Eleven solar watch starts with a high quality, solar powered movement that continually charges in both natural and artificial light. This eliminates the need to replace your battery, reducing the toxic waste that goes back into our planet. We feel that this is a first step in the right direction as we begin our sustainable journey. Be on the lookout for new product drops, sustainable milestones, and the new places that inspire us along the way.


Thanks for reading our story. We invite you to share your adventures with us and follow along as we take ours.


WHAT IS ONE ELEVEN DOING FOR THE ENVIRONMENT?


We’re on a journey to be a truly sustainable brand. To us, this means doing everything we can to reuse materials, reduce waste and minimize the environmental impact of our collections.


We’re never going to be perfect, but we’ll always be transparent about how we design and do business. Today, we use recycled packaging and solar driven movements in all of our watches. Tomorrow? We’re not sure yet, but innovations are in the works. We’ll keep you updated with the latest ways we’re working to leave the world better than we found it.

 

Click here to learn more about our sustainable practices and policies.

WHAT IS YOUR SHIPPING POLICY?


One Eleven ships Monday through Friday excluding holidays. The shipping cut-off time is 3pm CST. Orders placed after 3pm CST will be processed the next business day. All shipping dates are pending credit card verification for in-stock merchandise. Please allow 1-2 business days for your order to process before it is shipped. Deliveries occur Monday - Friday. To learn more about our shipping methods and delivery times, please click here.


WHAT FORMS OF PAYMENT DO YOU ACCEPT?


One Eleven accepts U.S. issued major credit cards (Visa, Discover, MasterCard, AMEX) and PayPal. If you are using a prepaid card from MasterCard or Visa, please follow the instructions provided by the card provider. For further instructions regarding your prepaid card please contact the customer service number provided by the card provider.


MY ORDER IS NOT PROCESSING. WHAT DO I DO?


If you receive an error message while placing your order, there could be a problem with the information entered. Please verify the billing address you entered at checkout. The billing name and address you entered must match your credit card statement exactly for an order to be processed. Please refer to your credit card company if the problem persists.


If you continue to face issues placing your order, please contact our Customer Care department at 888-687-8451 between 8am-7pm (CST), Monday through Friday or between 9:30am-6pm (CST) Saturday, and one of our Customer Care representatives will be glad to assist you. Please be advised that multiple unsuccessful order attempts may result in multiple credit or debit card authorizations.


One Eleven aims to provide you with the best shopping experience possible. If you have received an error message when trying to place an order, we recommend reviewing the following explanations before attempting to place another order.


-   The billing address provided does not correspond to the credit or debit card you are using.
-   The security code for your card is incorrect. For Visa, MasterCard and Discover, this is the LAST 3 digits on the back of your card. For American Express, it is the 4 small digits located on the front of your card.
-   The credit card used is not issued within the United States.


Each time an order is attempted, a pending authorization will be placed on your account. For unsuccessful orders, these pending authorizations usually drop off in 3-5 business days, dependent upon your bank. If you have any further questions, please contact Customer Care at 888-687-8451.


CAN I TRACK THE SHIPMENT OF MY ORDER?


Once your order is assigned a tracking number, you will receive a confirmation email with the number. If you have not received this email within 1-2 business days of placing your order, please contact our Customer Care department with your order confirmation number to obtain your tracking number.


CAN I CHANGE OR CANCEL MY ORDER?


One Eleven is unable to change or cancel any orders once they have been placed due to expedient processing time at our warehouse. We recommend verifying all of your information before proceeding with your order.


HOW DO I RETURN AN ITEM FROM MY ORDER?


One Eleven is committed to making your shopping experience a success and offers free returns. If you are not 100% satisfied with your purchase, we will accept returns of unworn merchandise for up to 90 days from purchase for a full refund. Proof of purchase or packing slip invoice is required for reimbursement of the full purchase price. In all cases, refunds will be made in the form of the original payment.


Please enclose your packing slip and use your prepaid shipping label to send your purchase back for return. If you have lost your One Eleven label or packing slip, please call Customer Care at 888-687-8451. Please visit our Return Policy page for more information.


Please be advised that we are unable to process exchanges. If you wish to make an exchange, please follow the instructions to return your order and place a new order.

 

HOW LONG WILL MY WATCH STAY CHARGED?


One Eleven watches are solar powered so they continually charge in natural and artificial light to ensure they are always ready for your next adventure.


Your watch will charge very quickly. Just 1-2 minutes of sunlight deliver one hour of charge and your watch will be fully charged after three hours. If the watch is without power, it will start to operate normally after just eight minutes of exposure to sunlight. The watch retains the charge for an extended period of up to 6 months. When worn regularly, the watch will remain fully charged.

 

HOW LONG WILL THE BATTERY CELL IN MY SOLAR WATCH LAST?


The battery cell in a solar module should last for approximately 10 years. During this time, the battery should maintain at least 70% battery capability. Timing is estimated and cannot be guaranteed.

 

WHERE CAN I FIND INSTRUCTIONS ON HOW TO USE MY WATCH?


Date Setting

1. Pull the crown out to position 2.
2. Turn the crown either clockwise or counter-clockwise and set the date for the previous day. The direction that moves the date varies on different watch models.

 

Time Setting

1. Pull crown out to position 3.
2. Turn counter-clockwise to advance the time and continue until the day changes to the present day.
3. Set to the correct time.
4. Push crown back to position 1.

 

If you are in need of additional assistance with your watch, please contact Customer Care at 888-687-8451.

 

WHERE CAN I FIND INFORMATION ABOUT MY WATCH’S WARRANTY?


One Eleven aims to provide you with high quality products and service. Your One Eleven watch comes with a 2-year limited warranty that protects against defects in material or workmanship. To see if your One Eleven watch qualifies for warranty service, please visit our Warranty Information page for more information.


HOW DO I GET MY WATCH REPAIRED?


Should your watch need warranty or non-warranty service, please click here to download our U.S. watch repair form. For more information about our watch warranty and service, please visit our Warranty Information page.

HOW CAN I ORDER REPLACEMENT BANDS FOR MY WATCH?


Customers located in the U.S. can order a replacement leather strap by contacting Customer Care at 888-687-8451. Orders must be placed with a U.S. issued credit or debit card. Please have your watch’s style number ready (located on the back of your watch) so our representatives can assist you. Once the order is placed, please allow 7-10 business days for the strap to arrive. You can then take your watch and strap to a local reputable jeweler to have it installed.

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