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We are committed to make your shopping experience with us enjoyable. Please read the following terms prior to making any purchases. By purchasing our products would indicate that you have acknowledged the following terms, have understood them, and have agreed to abide and adhere to them.
IMPORTANT NOTICE: Lunar New Year 2023 Shipment Advice (View Full Notice Release Here)
For new online orders placed between January 1 – February 28, 2023, please allow 8 - 10 weeks lead time due to the current high volume of orders and production closure during the Lunar New Year holiday. Ready stock or rush option is not available.
Check the Estimated Delivery Date here.
1. All sales are final. Cancellation and refund are strictly not allowed once payment has been made.
2. All goods sold are non-refundable. Strictly no refund policy.
3. Once an order is in 'Processing' status, it is not able to make any changes to the design, color or size of ordered items. Please double check your order details before submitting the order.
4. In the event, that 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 the full amount you have paid to choose another item.
All our products are exclusively made-to-order and pre-order basis. Please note that our dress collection and wedding products require 5 - 7 weeks for estimated arrival depending on the location and wedding season. You are advised to check on the delivery timeframe for your location before placing any orders with us.
All orders to be produced by our manufactures in China. Please allow an estimated tailoring/production time is at least 19 business days (4 weeks), then it is shipped (extra lead time during wedding peak season). Shipping is an additional 1-10 business days depending on location.
For peace of mind and plenty of lead time for alterations, we strongly recommend ordering 4 months before your event date; to account for any unforeseen inventory challenges post-Covid, unexpected shipping delays, or alterations that may be needed.
Please note: Eleventh shall not be liable for any delays beyond the event date or possible alterations required shall customers place order within a close date to the event.
All products are made-to-order after order is placed. Please allow standard production and shipping lead time as follows:
Custom Made (Custom Sizing / Custom Color / Personalized Bridal Robes / Bridal Veil / Bridal Hanger / Wedding Mask)
20 - 22 business days (West Malaysia)
24 - 26 business days (Sabah & Sarawak)
28 - 30 business days (International), subject to customs clearance and logistic efficiency at destination countries
Standard Size (Bridal Robes / Bow Ties / Invisible Bra)
12 - 14 business days (West Malaysia)
16 - 18 business days (Sabah & Sarawak)
20 - 22 business days (International), subject to customs clearance and logistic efficiency at destination countries
* Business days is excluding Saturday, Sunday and Public Holiday.
* Actual delivery time depends on logistic efficiency and may vary.
1. All local and international orders are sent using a secure signed for delivery service.
2. The estimated arrival date is subject to any possible delay during peak seasons and logistic efficiency in destination area and country.
3. Please check your registered email for dispatched confirmation; which contains tracking number once order has been packed and dispatched.
4. Once the order has been dispatched, it is the responsibility of our third-party courier service providers and we will not be liable for any lost parcel if proof of postage is supplied. Any claim will have to be made with our third-party courier service providers and we will make a reasonable efforts to assist in compensation claims (if any).
5. Delivery is carried out during working hours, Monday through Friday, excluding weekends and local public holidays.
6. For all international orders, any procedures and customs tax/import duty charged once the parcel reaches its destination country must be settled by the recipient of the parcel.
7. Customs policies may differ in various countries. We have no control over these customs charges. Please contact your local customs office for specific details and information in your country.
8. In some cases, local customs can introduce delivery delays that are out of our control. You will be able to track your order on our courier's website.
1. Customers will be contacted via email should we receive any bounced parcel bearing their name.
2. Please note that if parcel is being returned due to any reasons (unclaimed, undeliverable address or no such person etc), customer is responsible for any costs incurred for re-delivery.
3. Any unclaimed bounced parcel after 10 business days grace period will be forfeited.
All items at ELEVENTH Gown Studio are handmade-to-order after order is received to reduce waste and keep the best prices for our customers with quality wedding fabrics.
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 -- applicable to standard size only (10% restocking fee apply)
Returns are NOT ELIGIBLE for;
a) Custom dress (refer to any custom sizing, custom color)
b) Accessories, including bridal robes, wedding hangers, bridal veils, invisible bra, wedding face masks
c) Bow Ties
d) Best Buy or Sale items
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 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 mobile and computer screen settings and variations, studio lighting used, and different dye lot batches. 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 do not mean that the item is defective or mis-shipped.
Tips: 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.
How do I return an item?
For any return under standard size, please submit a return request via admin@eleventh.com.my. 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 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.
● 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):
| Return Reasons | Reason (i) Incorrect Size Items | Reason (ii) Defective or Wrong Item |
| Descriptions |
Item does not fit
* Not applicable to all custom made dresses and best buy/sale items * All international orders are final sale. |
Item torn Item big stained
* Not applicable to all custom made dresses and best buy/sale items * All international orders are final sale.
ALL Reasons listed below (a-f) are NOT considered as defects: a) color variation from product photos b) slight design variation from product photos (e.g strap/zip style, lace arrangement and etc) c) slight size variation of within ±3cm on measurements d) Minor imperfections (e.g loose threads, crease marks and etc) e) Self-inflicted damage or cut to the product f) Customer's subjective opinions on product quality and preference (e.g inner lining torn, inner ribbon loop torn and etc)
* Proof of defect must be verified by our Return Department to be eligible. |
| Return shipping cost | Borne by Buyer |
Reimburse by us in terms of store credit * Please email shipping fee receipt to us |
| Exchange shipping cost | Borne by Buyer | Borne by us |
| Exchange T&Cs |
One-to-one size exchange (same style, same color)
* Only if the same style/color is out of stock, picking another style/color is possible. |
One-to-one exchange (same size, same style, same color)
* Only if the same style/color is out of stock, picking another style/color is possible. |
| Restocking fee | 10% from item price | N/A |
| Buyer receives |
Return Credit Note (NO CASH REFUND) = Item price - (minus) 10% restocking fee
* Store credit valid for 100 days |
We will deliver a brand new handmade piece to you once the defective or wrong item is received. |
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.
1. Credit Notes/Reward Points issued can only be utilized by the account holder. It is non-transferrable and cannot be exchanged for cash.
2. Credit Notes/Reward Points validity is as per stated user's account. If it is not utilized within the given timeframe, the amount will be forfeited.
3. Credit Notes/Reward Points cannot be used for Best Buy/Sale items or for the purchase of Gift Vouchers.
4. Customers can track available Credit Notes/Reward Points by logging in to their account.
1. Gift Certificate/Voucher will be sent via email within 2 working days of approved payment.
2. Gift Certificate/Voucher is valid for 6 months from date of purchase.
3. We will not be able to amend any details of the Gift Certificate/Voucher after the order is placed.
4. Discount is only valid if the voucher code is entered during checkout.
5. Gift Certificate/Voucher purchased is non-refundable.
6. Gift Certificate/Voucher cannot be exchanged for cash.
We use iPay88 and PayPal payment gateway for all online banking and credit card transactions. We never store any credit card information on our server. Therefore, using a credit card for purchases at our site is safe and convenient.
The currently available secured payment options are:
1. iPay88
● We accept VISA, MasterCard, and Bank Transfer via iPay88.
● It is an Internet Payment Switching Gateway through credit card, Internet Banking (or E-Debit) & Electronic Wallet (E-Wallet), developed by Mobile88.Com Sdn. Bhd.
● It is the same Online Payment Gateway System currently provided by many licensed Financial Institutions. For that reason, you can be certain of iPay88's security. iPay88 also complies with PCI Data Security Standard and Malaysia Payment System Act. Find out more about iPay88 here.
Please note that MOBILE88.COM SDN BHD will be listed in your credit card/bank statement for this transaction.
2. PayPal:
● Paypal will send email notifications to us automatically once we receive any payments.
● Please note that ELEVENTH Gown Studio is owned by Eleventh Collection (002204222-K). Your credit card will be debited by PAYPAL*ELEVENTH with the related transaction amount.
3. Manual Bank Transfer / ATM Deposit:
● Please make payment to our bank account with the information provided during checkout. Use your Order ID as the payment reference.
● Any order without payment after 2 working days, will be canceled automatically.
● Please upload online transfer payment proof or email notification / attached banking receipt to us under "Receipt Upload". Your order will be processed after payment is cleared.
1. Colors of the product may vary mainly due to color calibration of individual's viewing screen and it might appear brighter or darker in reality due to strong studio lighting used or outdoor shooting.
2. Since dresses are all made-to-order and we constantly improving the quality of dresses, there might be slight variation in the product in terms of design, size or color. The product specifications (design, size, color etc.) mentioned with the product photos displayed are only approximate.
3. 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.
4. Please allow within 1-2 inches discrepancies for the measurement stated due to possible different ways of obtaining measurements (size chart only represent a range of measurement, not to exact).
5. You are advised to carefully check the size chart of each chosen design, as each design has its own size chart, and can differ.
6. We do not offer return or refund if the product is not handled as per instructions in Product Care.
1. Bridesmaid Dresses: Professional DRY CLEAN only. Steam with low heat to remove wrinkles.
2. Bridal Robes:
▪ Wash in cold water (with mild detergent).
▪ Avoid chlorine bleach. Chlorine bleach is too harsh on our fabrics.
▪ Steam with low heat to remove wrinkles
3. Bridal Veils:
▪ Hang up your veil when you first receive it to naturally loosen wrinkles.
▪ After a few days, gently steam out remaining wrinkles. DO NOT use an iron; this can discolor or damage the veil.
▪ Store it hung and away from sunlight until your wedding day.
▪ Do not wash in the washing machine or soak it in water. Your veil can be spot cleaned with a damp cloth or baby wipes with dabbing movements.
1. You are hereby granted permission to view and access information presented at www.eleventh.com.my including downloads, with the full understanding that everything is presented on an “as-is” basis.
2. You will not copy or distribute any part of the Site in any medium without our prior written authorization.
3. We reserve the right to repost or reuse information referring/communicated to us via emails, social media channels or contests run by ELEVENTH Gown Studio (via #eleventhgownstudio hashtags on social media).
4. In the event of any dispute, we reserve the right of final decision.
5. ELEVENTH Gown Studio reserves the right to change above Terms and Conditions at any time without prior notice.
(Last updated 31 December, 2022)
All Rights Reserved by Eleventh Collection (002204222-K)
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