All items at ELEVENTH Gown Studio are handmade-to-order after order received to reduce waste and keep the best price 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)
Return and exchange NOT APPLICABLE for all Custom Made Collections (custom size/color), Best Buy or Sale items, Bow Ties, and Accessories. (Accessories including bridal 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 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.
● Exchange can be made once only per each order.
● 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 for any returns.
● The return parcel is under customers' responsibility until it reaches our warehouse and we are not liable for any lost return parcel or additional taxes or customs charges incurred.
● Our Customer Care team will inform you once the returned item is received, where the store credit will be issued into your ELEVENTH account. This normally takes 2 - 3 business days.
● All returns which do not meet the above-mentioned criteria will be strictly declined and forfeited.
FOR ALL STANDARD SIZE ORDERS (XS – XXXL):
If size exchange is required, please place a new order at our website using the store credit issued 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 Shipping Guide.
CONTACT US ABOUT RETURN
Please drop an email to our Customer Care team at firstname.lastname@example.org. 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).
Please ensure that you have received 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. We do not cover the cost of shipping, taxes, duties or any customs 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 anyreasons. 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 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 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 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.
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, 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 issue store credit with full amount you have paid to choose another design.
ELEVENTH Gown Studio reserves the right to change above Return Policy at any time without prior notice.