Terms & Conditions

We are committed to making 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. You are advised to check our Shipping Policy, Estimate Delivery Date for your location, Measurement Guide and Return Policy before placing any orders with us. 

2. All sales are final. Cancellation and refund are strictly not allowed once payment has been made.

3. All goods sold are non-refundable. 

4. Once 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. 

5. In the event that the item(s) you ordered became unavailable at the time of processing, we will notify you immediately and options are available to have a full refund or store credit issued with the amount you have paid to choose another item(s). 

• PRODUCTION AND SHIPPING TIME

1. 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 (extra 3 weeks lead time during holiday and wedding peak season).

All orders to be produced by our manufacturers in China. Please allow an estimated tailoring/production time is at least 19 business days (4 weeks), then it is shipped. Shipping is an additional 1-10 business days depending on location. 

2. For peace of mind and plenty of lead time, 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. 

3. Eleventh shall not be liable for any delays beyond the event date or possible alterations required shall customers place orders within a close date to the event.

4. 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 / Loungewear)

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. 

• PRODUCTION SCHEDULE 2023 (ESTIMATED DELIVERY DATE)

*ETD: Estimated delivery date of your pre-order; to arrive at your doorstep. 

*Example: If you pre-order online between Jan 1 - Jan 8, you can expect to receive it by March 1 (West Malaysia), March 7 (East Malaysia), or March 13 (International). 

IMPORTANT: We aim to meet these estimates; but occasionally, unforeseen inventory challenges, shipping delays from manufacturers, or force majeure events, such as extreme weather conditions, deliveries may take a little longer. We strongly suggest allowing yourself plenty of wiggle room, with enough time to ensure fit, and alteration that may be needed upon receiving the dress, etc.

• DELIVERY

1. All local and international orders will be delivered using a secure signed-for service. You can track the parcel on our courier service provider's platform. 

2. The estimated delivery date is subject to any possible unexpected shipping delay during peak season and logistic efficiency in the destination area and country. 

3. Please check your registered email for shipping confirmation with tracking number once order has been packed and dispatched. It may take up to 12 hours for the tracking number to update.  

4. Once order has been dispatched out, 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 efforts to assist in compensation claims (if any).

5. Delivery is carried out by courier service providers during business hours, Monday through Friday, excluding weekends and 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 beyond our control. 

• 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 the best prices for our customers with quality wedding fabrics. 

Can I return my purchase?

We accept returns and exchanges 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 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

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 20 – 22 business days (West Malaysia), 24 - 26 business days (East Malaysia), 28 – 30 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 AND EXCHANGE

For any standard size exchange, please place a new order and use the store credit issued after your return item is accepted. Please make any necessary payment if the store credit is insufficient during checkout.  

For wrong item / defective item exchange, we will process your exchange request immediately upon email confirmation and defective or wrong item is received. 

All our products are exclusively made-to-order and pre-order basis, we will tailor a new piece and please allow 20 – 22 business days (West Malaysia), 24 - 26 business days (East Malaysia), 28 – 30 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.

• 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 online banking via iPay88 Malaysia. 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 is a secure and easy-to-use service that gives you extra protection when you purchase our products online. 

Note: A transaction fee of 2.85% of the total purchase amount will be charged each time buyer pay via PayPal. 

Enjoy Buyer Protection - If an eligible item doesn't arrive, or wasn't what you ordered, you shouldn't have to pay for it. With Buyer Protection, PayPal will help resolve any issues involving eligible purchases for free. 

You can store your bank details and credit/debit cards safely with PayPal and choose your preferred way to pay the next time you shop. 

Find out more about PayPal here. 

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 business 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.

4. Credit Card Information

We strive to protect your privacy. All credit card information will be entered in iPay88 / PayPal's payment gateway platform and encrypted at 128 bits secure socket layer (SSL). Eleventh.com.my will not store any credit card information on our website server. Also, all customer data we collect is protected against unauthorized access.

5. Currency Accept

We only accept Ringgit Malaysia (MYR) as payment currency.

• 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.

• LAUNDRY 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.

• 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 28 February, 2023)

All Rights Reserved by Eleventh Collection (002204222-K)