Return Policy

All items at ELEVENTH Gown Studio are handmade-to-order after order is received to reduce waste and keep prices low for our customers.

Can I return my purchase?

We accept return and exchange for the following reasons:

a) Received the wrong item

b) Received the defective item

c) Incorrect size purchased (10% restocking fee applies)

Returns NOT APPLICABLE on;

a) Custom Made collection (custom size / custom color)

b) Accessories, including bridal robes, wedding hangers, bridal veils, hair vines & headpieces, invisible bra

c) Bow Ties

d) Best Buy or Sale items

How do I return an item?

Please submit a return request via admin@eleventh.com.my. Please ensure that you have received our acceptance of return email before you mail back any items to us. During the return period, please send the item and Return Slip to us as soon as possible (return address will be provided in the email).

ALL RETURNS MUST REACH OUR WAREHOUSE WITHIN 7 BUSINESS DAYS (MALAYSIA) / 14 BUSINESS DAYS (OUTSIDE MALAYSIA) UPON DATE OF PARCEL RECEIVED● 

Please make sure items are in original condition-unworn, unwashed, unaltered, undamaged, unperfumed, clean, free of lint and hair and with tags intact and attached.

● Return can be made one time only per order number.

● Please use a secure and traceable delivery service to return the item. We do not bear liability for any items not received. Any returns which did not reach us within 7 business days (within Malaysia) or 14 business days (international) will not be entertained. We will determine its validity based on the courier system timestamp.

● The return parcel is under customers' responsibility until it reaches our fulfillment center and we are not liable for any lost parcel.

● For International orders, we do not cover the cost of shipping, taxes, duties or any customs charges associated with returns; customer is liable to bear these costs. 

● Once received, our team will process and check and issue you with store credit (valid for 100 days). This process normally takes 3 business days.  

● Please allow 12 – 14 business days (Malaysia) or 18 – 20 business days (international) for your exchange item to be delivered. 

● All returns which do not meet the above-mentioned criteria will be strictly declined and forfeited.

FOR STANDARD SIZE ORDERS (XS – XXXL):

SIZE EXCHANGES

For any size exchange, please place a new order and using the store credit issued after your return item is accepted. Please make any necessary payment if the store credit is insufficient during checkout. 

As we don’t keep ready stock dresses, we will handmade a new piece and please allow 12 – 14 business days (Malaysia) or 18 – 20 business days (international) for your exchange item to be delivered. 

RESTOCKING FEES

A 10% restocking fee will be applied to returns reason under incorrect size purchased, per dress.

For example, if the returned item costs RM100, you will be refunded a store credit of RM90.

FOR CUSTOM MADE ORDERS (SIZE / COLOR):

Custom dresses are made specifically to the measurements given. That means no one else will be able to wear the custom dresses you ordered, we are unable to accept any returns. Make sure you triple check all your measurements. 

Our Quality Control team will check the custom dresses you ordered are correctly made as per measurements are given before they are packed and sent to you. This is in addition to the normal quality assurance checks that all the details have passed in the production line.

●​ Custom Sizing

Dresses that do not fit properly but fit the specifications you ordered cannot be returned or exchanged. As our dresses are made with additional fabric in the seams, please feel free to make any minor adjustments at your local tailor, at your own cost.

Please note: We do not cater for any resizing or alteration requests for custom dresses. As they are tailor-made according to measurements provided and are checked before sending as mentioned above.

●​ Custom Color

Although we always provide you with the best product photos, it's sometimes impossible to match the on-screen color to the original color of the item. Color of actual product may vary due to studio lighting used, mobile and computer screen settings and variations. Please allow 20% of color variation in actual product. It may appear darker or lighter. Slight color mismatches between the actual item and the color shown on-screen does not mean that the item is defective or mis-shipped.

Note: For wedding orders, it is advisable to place in same order as it helps to avoid any color difference due to different dye lots and matching fabrics available during the production period.

NON-REFUNDABLE POLICY

All goods sold are non-refundable. Strictly no cash refund policy. 

All sales are final, no cancellation or refund is allowed after an order is placed. Once order is in 'Processing' status, it is not able to make any changes to the design, color or size of ordered items. 

In the event, if the style or product you ordered is out of stock, we will notify you immediately and will be given two options to get a full refund or issue store credit with full amount you have paid to choose another item. 

ELEVENTH Gown Studio reserves the right to change above Return Policy at any time without prior notice. 

(Last updated 22 May, 2019)