Shipping & Returns
SHIPPING POLICY
Eleven Fafa provides delivery services to Klang Valley (Kuala Lumpur & Selangor) area. However, there is an additional surcharge for certain far-off locations based on your delivery area. Delivery time can choose between 10am-1pm or 2-5.30pm.
​
Specific time deliveries can be discussed with our customer service.
​
For customer who ordered via website, as a part of the checkout process, you will be able to select your time of preferred delivery date and time frame. We provide same-day delivery for orders made before 12pm. However, please bear in mind that only certain products area available for same-day delivery.
Customer who ordered will receive a confirmation via email or WhatsApp when the order is out for delivery and when the order is delivered. Tracking can also be done via the tracking page (apps by 3rd party). However, real time tracking is not available now.
Also, it is the customer responsibility to inform Elevenfafa is the buyer/ sender do not want us to contact the receiver upon delivery. Customer can choose to put the sender's contact number in the details form to ensure that we will not contact receiver.
TERMS & CONDITIONS
By placing order with Elevenfafa, you are agreeing to the following T&C:
ORDER CHANGE - If you wish to change your order, kindly please inform our customer service via WhatsApp ASAP. We will do our best to accommodate your last-minute changes.
​
CANCELLATION/ RETURNS & EXCHANGE- If you wish to cancel your order, kindly please inform our customer service via WhatsApp ASAP. Any cancellation needs to be informed at least 3 days in advance to our customer service. For peak season/ special occasions (example Mothers' Day, Christmas, Valentine's Day), kindly please inform our customer service before 10-12 days in advance. We strictly do not accept cancellation for same-day order. We will not be responsible if the receiver refuses to accept the item. No refund will be issued in such circumstances. Also, we do not accept returns, no refund will be made for any returns. The refund will be in E-voucher instead of cash terms or bank transfer.
We understand that your experience with Elevenfafa should be nothing short of delightful. Our return & exchange policy is designed to provide you with a seamless solution in case of any unforeseen circumstances. Your feedback is valuable to us, and we are dedicated to creating a positive and enjoyable shopping experience for you.