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
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
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.
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.
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:
● 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. 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)