Terms & Conditions

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.

PLACING AN ORDER (NON-REFUNDABLE POLICY)

1. All sales are final, no cancellation or refund is allowed after an order is placed. 

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, 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 the full amount you have paid to choose another item. 

PRODUCTION AND SHIPPING TIME

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 Item/Bridal Veil/Bridal Hanger)

18 - 20 business days (West Malaysia)

22 - 24 business days (Sabah & Sarawak)

26 - 28 business days (International), subject to customs clearance and logistic efficiency at destination countries

Standard Size

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. 

DELIVERY

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. 

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 reasonable effort 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. 

BOUNCED PARCELS

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.

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 apply)

Returns NOT APPLICABLE on;

a) Custom Made collection (custom sizing/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. 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):

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.

CREDIT NOTES / REWARD POINTS

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.

GIFT CERTIFICATE/VOUCHERS

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.

PAYMENT

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.

PRODUCTS

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.

PRODUCT CARE

1. Wash in cold water. Our clothing is suitable for cold water wash, as it is gentler on the fabrics and a real energy saver.

2. Avoid chlorine bleach. Chlorine bleach is too harsh on our fabrics and it is not good for the environment or your health. When in doubt, use hydrogen peroxide as it is gentler and breaks down into water and oxygen in the environment.

3. Use non-toxic laundry detergents. Using a mild detergent that is made from non-toxic and environmentally-friendly ingredients is a great way to care for any of your Eleventh garments.

4. Please iron on the reverse side of the garments. Low heat ironing is suggested for all dresses. We would encourage steaming or ironing using indirect heat (by placing a piece of fabric/cloth between the garment and iron).

USE OF SITE

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 22 May, 2019)

All Rights Reserved by Eleventh Collection (002204222-K)