Frequently Asked Questions (FAQs)
At Eleven Golf, were aiming to change the game with our clubs, but we appreciate that change often raises questions. Below are some of our frequently asked questions and answers.
Can you adjust the length of the clubs?
Yes. The standard club lengths can be found in our ‘Clubs Specs Guide’ page, and within the product descriptions of all of our products. These are the specifications for all of our clubs as standard, though we can fully adjust the length of the clubs to your own desired speciation, just request your desired lengths and potential adjustments using the ‘add a note’ feature in your basket, just before checkout.
Can you adjust the lie angle of the clubs?
Unfortunately, we cannot adjust the lie angle of these clubs due to our hybrids having shorter hosels than traditional irons, and this process can damage the clubs. This will not prevent you from having this carried out by a 3rd party club fitter, however it will void the 12-month warranty that is supplied with your clubs when purchased
Our HB irons can be adjusted (bent) for loft and lie angle changes, but please note, this is not a service that we carry out in-house, so you will need to have these works carried out by a 3rd party club fitter.
Can you add more layers of grip tape for me?
Yes, if you would like more layers of grip tape added to your build, just leave a note at checkout. As standard, our clubs are constructed with 1 layer of grip tape with the grip, simply let us know how many additional layers you would like in the ‘add a note’ feature in your basket, just before checkout.
Do your clubs come with headcovers?
Yes, each one of our hybrid irons come with a numbered sock headcover. Our Drivers, Mini-Drivers, XL Hybrids, Fairway woods, and putters also come with a premium, Eleven embroidered black leather-style headcover.
Do you have demo clubs?
If you want to trial our hybrid-irons, we frequently suggest to our customers to purchase a single club initially, as we retail each hybrid individually. Should you enjoy using the club, you can pick up the individual clubs you need to complete your set, further down the line. If you’re lucky enough to be located near our HQ in Hereford, UK, you can always get in touch to arrange a session on our indoor simulator.
Where can I see you clubs in action?
Just search ‘Eleven Hybrids’ in YouTube and you’ll see all of our outstanding reviews given by some top ‘Golftubers’.
Do you have a stockist near me?
As we are a direct-to-consumer club brand, we do not work with stockists, distributers or retailers, and our clubs are available directly from ourselves through our webstore only.
Do you offer fittings?
Yes, we offer fittings! Fittings for all of our clubs are available at our HQ in Hereford.
We offer fittings weekdays, Tuesday to Friday, and these fittings are available in 1-hour sessions, with our first slot being 10am, and our final slot being 2pm. We do not charge for fittings, though these are limited to 1 hour because of this. We do not offer fittings on weekends, Mondays, or Bank Holidays.
We usually require 2 weeks’ notice in advance of any fittings, and these are by appointment only. We do not have the availability to offer walk-in fittings, as we schedule our working days around club building and dispatching, and accommodate pre-booked fittings into this schedule.
For all fittings, please contact us at info@eleven-golf.com
Why do you not work with stockists?
Going direct-to-consumer only has allowed us to be able to remove a lot of the cost from our products, when compared to other big brands out there, by having a small supply chain, and a small workforce. As a result, we’re able to pass these savings on to our customers and provide a really competitively priced, quality product.
Do you ship internationally?
We offer international shipping, so there are very few destinations we cannot deliver to. Whether you're located in Europe, North America, or anywhere else, we'll deliver your order to you. If you think there may be issues with delivering to your location, please contact us at info@eleven-golf.com to see if we can deliver to you, and we’ll do our upmost to assist you.
Where do you ship from?
We’ve partnered with trusted shipping carriers to ensure the timely delivery of your order. Shipping speed may vary depending on your location however and excludes weekends and UK public holidays. All orders are shipped from our HQ in Hereford, United Kingdom.
Do I have to pay sales tax and duties on international orders?
Yes. For international orders, please be aware that customs duties, taxes, and fees may apply upon delivery. These charges are the responsibility of the recipient and are not included in the item price or shipping cost. Please check with your local customs office for more information on potential fees.
US Custom Tariff Charges
The UK and the US have always had a special relationship, and we want that to continue, so we will continue to offer our clubs to our all of our US customers.
What Eleven Golf has elected to do, is charge YOU, the customer, the 10% duty tariff upfront, and then once shipped with our international courier, FedEx, WE will have ALL the applicable duties, taxes, and tariffs billed back to ourselves. This means that when your clubs land in the US, there should not be any customs delay or additional fees to pay.
In effect, YOU will pay the 10% tariff, and then WE, Eleven Golf will absorb the 4.4% duty fee and state tax, as well as any clearance fees that might apply.
Do you offer a warranty?
Yes. We offer a 12-month warranty for issues that arise during the normal course of play, which excludes general wear and tear.
Do you accept returns or exchanges?
Due to the custom-built nature of our products, all clubs are hand-built to your required specification and therefore cannot be returned once shipped and received.
We do not have a second-hand retail platform, and therefore unfortunately, we do not offer an exchange programme on new, pre-owned, or used clubs.
What are your operating hours?
We are usually in the office and building clubs from 9am to 5pm GMT most weekdays. We will do our best to respond to out-of-hours queries, however if you do email after 5pm on a Friday, we will most likely get back to you the following Monday (this excludes public holidays). As we operate from the UK, please be courteous when calling from abroad, 5pm to you may be 1am to us, so please bare this in mind before reaching out over the phone.
Where is my tracking information?
As soon as your clubs have been completed, these are dispatched with our courier, at which point you will receive a dispatch notification from ourselves at Eleven, and then a further email from our courier with tracking information. These can sometimes bounce into your spam and junk folders, so be sure to keep an eye on these once you have placed your order.
Please ensure that both your delivery address and email address are completed and provided to us correctly, as we’re unable to amend these once shipped, and do not accept responsibility if your goods are lost or undelivered as a result of you providing incorrect delivery details.