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.
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.
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.
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.
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/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.
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:
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.
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.
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)