Shipping & Returns Policy
Last updated: 20 september 2026
This policy covers digital downloads, printed posters and framed posters purchased from 11section. Read it together with our Terms & Conditions. Nothing in this policy limits mandatory consumer rights.
1. Digital delivery
Player digital orders: the final PDF/JPG files are delivered by email download link within 12–24 calendar hours of order confirmation. The customer can see the product preview in the online store; no additional emailed preview is required.
Your Name digital orders: a personalised preview is emailed within 12–24 calendar hours of order confirmation. You have 24 hours from that email being sent to report errors. We release the final files after your explicit approval, or after those 24 hours have elapsed without a response. An affirmative approval is not required if there is nothing to correct. Personalised files are prepared manually.
The final download link is sent within 12–24 calendar hours after your approval or after the 24-hour review window expires without a response. If you report an error during the review window, we pause final delivery and send a corrected preview. A new 24-hour review window begins when that revised preview is sent. Once you approve the revised preview, or the new window expires without a response, final delivery follows within 12–24 calendar hours. These timings include weekends.
The absence of a reply to a preview is an operational artwork check only. It is not express consent to early digital supply or an acknowledgement of losing statutory withdrawal rights.
You receive high-resolution PDF and JPG files for A4 (21 × 29.7 cm), 30 × 40 cm and 50 × 70 cm. No physical item or frame is included. Choose the file matching your intended print size.
If the link does not arrive, check your spam folder and contact support@11section.com with your order number. We will help restore access. Download links have no expiry date and downloads are unlimited.
2. Physical orders and previews
Physical posters are printed to order. We work with production partners close to the delivery address whenever possible; the dispatch country varies. Posters are available in A4, 30 × 40 cm and 50 × 70 cm, unframed or with a black, white or wood frame. Framed posters arrive mounted, with hanging hardware included.
Players option
Physical orders placed using Players go directly to production after order confirmation. No preview or approval is required. Contact us immediately if you need a change or cancellation; we cannot guarantee an operational change once production has begun. Statutory withdrawal rights for eligible standard products are separate from stopping production.
Your name option
Physical orders placed using Your name receive an emailed preview. Check the name, number and design. You have 24 hours from the email being sent to report errors, request changes or cancel. If you do not reply, the order proceeds using that preview after the window expires. This process also applies when you enter a player’s name using Your name.
The first preview is sent within 24–48 calendar hours of order confirmation. If you approve it early, production begins immediately and the remaining preview cancellation window ends. If you request a correction within the window, we pause production and send a revised preview, which starts a new 24-hour window. Approving that revised preview early also releases it to production.
3. Physical delivery estimates and tracking
The following estimates include production and shipping and apply to framed and unframed posters:
| Delivery route | Estimated production + shipping |
|---|---|
| Within the country of production | 2–4 business days |
| Outside the country of production | 6–8 business days |
For Players orders, estimates run from order confirmation. For physical Your name orders, the production-and-shipping estimate runs after preview approval, or expiry of the 24-hour window without a response. Allow a further 48 hours for personalisation, separate from the preview window and production-and-shipping estimate.
The extra 48 hours are calendar hours. The first preview is normally sent within 24–48 calendar hours.
These are estimates, not guaranteed arrival dates. Customs and courier delays can affect delivery. Every physical order includes tracking; we email dispatch confirmation and tracking details.
If the estimated delivery window has passed or tracking suggests a loss, email support@11section.com. We will investigate with the delivery provider. This does not remove your rights if we fail to deliver; risk normally remains with us until you or your nominated recipient receives the goods.
4. Destinations, charges and gifts
We ship worldwide. Shipping charges are displayed before payment and depend on the destination, size, format and frame selection.
International deliveries may incur import duties, taxes or clearance charges payable by the recipient where applicable. These are not included in shipping charges unless expressly stated at checkout.
You may send a physical order directly to a gift recipient by entering their delivery address. Gift wrapping, gift messages and special packaging without prices are not currently offered.
5. Change of mind and cancellation rights
Individually personalised physical products
Goods genuinely made to your specifications or clearly personalised are generally excluded from statutory change-of-mind withdrawal. Our additional commercial cancellation opportunity for Your name orders is the preview window described above. After production begins, we do not offer voluntary change-of-mind returns for these items. This does not affect remedies for defects or an error by us.
Standard physical player posters
A standard catalogue poster does not become legally personalised simply because it is printed to order. Where EU/Portuguese withdrawal rights apply, notify us within 14 calendar days of delivery. Send the goods back within 14 days of notifying us. Inspection is allowed; excessive handling can reduce the refund. No additional voluntary return period is offered.
Return destination: Contact support for instructions; an authorisation number is not a condition of exercising your statutory right.
Digital downloads
Where applicable, the withdrawal period is 14 calendar days from the contract. It may end when digital supply begins only if you have expressly consented in advance to early supply, acknowledged the loss of that right, and received the required confirmation. Accepting general terms alone is not that consent. If these conditions are not met, applicable withdrawal rights remain.
6. Errors, damage and conformity
If we supply the wrong name, number, product or a defective print, you may choose a free reprint or a full refund. If a physical item arrives damaged or faulty, we will arrange a free replacement or refund.
Please email your order number and, where relevant, photos of the item and packaging. Reporting within 7 days helps us investigate promptly, but this is not a deadline limiting statutory remedies. If photographs are unavailable, contact us anyway.
If a physical poster matches the details you submitted but contains your spelling, number or design error, we do not offer a free correction or refund solely for that error. A discounted corrected print may be available. This does not remove any independent withdrawal right for an eligible standard item.
For a customer-entry error in a digital order, we offer one correction and resend. This service limit does not limit remedies for a faulty file or an error by 11section. We will correct our digital errors or refund you if we cannot resolve the problem.
Under applicable Portuguese conformity rules, new physical goods generally have a three-year legal protection period from delivery; digital content supplied once generally has a two-year period from supply. Personalisation does not remove these protections. The remedies and conditions provided by applicable law remain available.
7. Refunds
Refunds go to the original payment method unless otherwise lawfully agreed, without a refund fee. For statutory withdrawal, we reimburse within 14 calendar days of notification, subject to the lawful right to wait for returned goods or proof of dispatch. Eligible refunds include standard outbound delivery charges, but not the extra cost of an upgraded delivery choice.
Once issued, a refund may take up to 10 business days to appear, depending on the bank or payment provider. This processing estimate does not extend a statutory deadline for us to issue it.
8. Contact and optional withdrawal notice
Email support@11section.com. We reply within 48 hours. A timely cancellation or error report counts when sent, not when we reply.
You may send any clear withdrawal statement or use this optional form:
- To: support@11section.com
- I give notice that I withdraw from my contract for: [PRODUCT / ORDER NUMBER].
- Ordered on / received on: [DATES].
- Consumer’s name and address: [DETAILS].
- Date: [DATE].