All Eleventh dresses are made-to-order to reduce waste and keep the costs low to our customers.
We accept exchange for the following reasons:
a) Received the incorrect items
b) Received the defective items
c) Incorrect size purchased (not applicable for custom-made gowns or dresses)
Eleventh provides exchange; except for Custom-Made gowns or dresses, Best Buy or Sale items, Bow Ties and Accessories. (Accessories including veils, hair vines & headpieces, nu bra & lingerie)
ALL RETURNS MUST REACH US WITHIN 7 BUSINESS DAYS (MALAYSIA) / 14 BUSINESS DAYS (OUTSIDE MALAYSIA) UPON DATE OF RECEIVED PARCEL.
Please make sure dresses are in its original condition - unworn, unwashed, unaltered, undamaged, unperfumed, clean, free of lint and hair and with tags intact and attached.
Exchange can only be made once per each order.
Please use a secure and traceable delivery service to return the item. Eleventh do not bear liability for any items not received. Any returns which did not reach us within 7 business days will not be entertained. We will determine its validity base on PosLaju system timestamp for all return.
The return parcel is under customers' responsibility until it reaches our warehouse and Eleventh is not liable for any lost return parcel or additional taxes or custom charges incurred.
Our Customer Service team will get back to you once the returned item is received by us, where we will then issued store credit note into your Eleventh account. This normally takes 1 - 2 working days .
All returns which do not meet the above mentioned criterias will be strictly declined.
FOR ALL STANDARD SIZE ORDERS (XS – XXXL):
If size exchange is required, please place a new order at our website using the store credit we issue after receiving your return item. Please make any necessary payment if the store credit amount is insufficient during checkout. Your exchange item will be delivered within 12 - 14 business days after placing order successfully. * Timeframe provided is for delivery within Malaysia only. For International shipping timeframe, please refer www.eleventh.com.my/shipping.
CONTACT US ABOUT RETURN
Please drop our Customer Service team an email at firstname.lastname@example.org. During return process, please send the item and the completed Return Slip back to us as soon as possible (return address will be provided in the email).
Please ensure you receive our acceptance of return email before you mail back any items to us.
International orders that need to be returned are the responsibility of the customer. Eleventh does not cover the cost of shipping, taxes, duties or any international charges associated with returns.
FOR ALL CUSTOM MADE ORDERS (SIZE / COLOR):
Custom dresses are made specifically for you. As no one else will be able to wear the custom dresses you ordered, we are unable to accept any returns on custom dresses for any reasons. Please make sure all given measurements are triple checked.
Our Quality Control team will check the custom dresses you ordered are correctly made as per measurements 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 for any reasons, 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 true photos, it's sometimes impossible to match the on screen color to the original color of the item, this is due to the screen settings and variations, therefore please expect possibilities of a slight change in the color. Slight color mismatches between the color of your item and the color shown on screen does not mean that the item is defective or mis-shipped.
All goods sold are non-refundable. Strictly no cash refund policy.
All sales are final, no cancellation or refund is allowed once order is placed. Once order is in 'Processing' status, one will not be able to make any changes to the design, color or size of ordered items.
In the event, only if the design you ordered is out of stock, we will notify you immediately, and will be given two options to get a full refund or an issue of store credit with full amount you have paid to choose another design.
Eleventh reserves the right to change above Terms and Conditions at any time without prior notice.