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

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

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

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.

PRODUCTION AND SHIPPING TIME

Our products are all made-to-order after your order is placed. Our standard production cum shipping time are as follows:

Pre-Order (standard size and color available on website): 

12 - 14 business days (within Malaysia)

18 - 20 business days (International), subject to customs clearance and logistic efficiency at destination countries

Custom-Made (based on your own measurement or chosen color): 

18 - 20 business days (within Malaysia)

24 - 26 business days (International), subject to customs clearance and logistic efficiency at destination countries

 * Business days exclude Saturday, Sunday and Public Holiday. 

DELIVERY

Tracking number will be provided once your item is ready, which is usually 2 days before (or earlier than) the estimated arrival date to your doorstep. 

The estimated arrival date is subject to any possible delay during peak seasons and logistic efficiency. 

Please check your email for order dispatched confirmation; which contains tracking number once your order has been packed and dispatched.

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).

Delivery is carried out during working hours, Monday through Friday, excluding weekends and local public holidays.

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.

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.

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

Customers will be contacted via email should we receive any bounced parcel bearing their name.

Please note that if parcel is returned due to any reasons (unclaimed, undeliverable address or no such person etc), customer is responsible for any costs incurred for re-delivery.

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 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)

We provide exchange; except for the 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 RECEIVED PARCEL.

Please make sure items are in its 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 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 typically 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):

SIZE EXCHANGES

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 admin@eleventh.com.my. 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 RETURNS

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 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

lease feel free to make any minor adjustments at your local tailor, at your own cost.any reasons, as they are tailor-madeaccording 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.

Non-Refundable

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.

CREDIT NOTES / REWARD POINTS

Credit Notes/Reward Points issued can only be utilized by the account holder. It is non-transferrable and cannot be exchanged for cash.

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.

Credit Notes/Reward Points cannot be used for Best Buy/Sale items or for the purchase of Gift Vouchers.

Customers can track available Credit Notes/Reward Points by logging in to their account.

GIFT CERTIFICATE/VOUCHERS

Gift Certificate/Voucher will be sent via email within 2 working days of approved payment.

Gift Certificate/Voucher is valid for 6 months from date of purchase.

We will not be able to amend any details of the Gift Certificate/Voucher after the order is placed.

Discount is only valid if the voucher code is entered during checkout.

Gift Certificate/Voucher purchased is non-refundable.

Gift Certificate/Voucher cannot be exchanged for cash.

PAYMENT

We offer a wide range of convenient payment options for our customers. We use PayPal's payment gateway for all online credit card transactions. We never store any credit card information on our server. Therefore, using a credit card for purchases at Eleventh is safe and convenient.

The currently available secured payment options are:

1. PayPal:

Paypal will send email notifications to us automatically once we receive any payments.

Please note that Eleventh is owned by Eleventh Collection (002204222-K). Your credit card will be debited by PAYPAL*ELEVENTH with the related transaction amount.

2. Internet Banking (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 cancelled automatically.

Reminder: Please upload online transfer notification / attached banking receipt to us under "Receipt Reload".

Your order will be processed after payment is cleared.

Strictly no cash refund. 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 obtain a full refund or an issue of store credit with full amount you have paid to choose another design.

All cancelled orders cannot be reversed.

Prices and shipping rates are subject to change without prior notice but changes will not affect orders that have already been placed and confirmed.

PRODUCTS

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.

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.

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).

You are advised to carefully check the size chart of each chosen design, as each design has its own size chart, and can differ.

For bulk order, it is advisable to place in same order to get a group discount and it also helps to avoid any color difference due to different dye lot. 

We do not offer return or refund if product is not handled as per instructions in Product Care.

PRODUCT CARE

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

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.

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.

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

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.

You will not copy or distribute any part of the Site in any medium without our prior written authorization.

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).

In the event of any dispute, we reserve the right of final decision.

ELEVENTH Gown Studio reserves the right to change above Terms and Conditions at any time without prior notice. 

All Rights Reserved by Eleventh Collection (002204222-K)