NEW PROM DRESSES UK ORDERS FREE SHIPPING OVER £199. ENJOY 20 DAYS RETURN!

Recently added item(s) ×

You have no items in your shopping cart.

  • My Account
  • Trackorder
  • Checkout
  • Log In

Return & Exchange

Inevitable like all stores, we also have quality problems. We apologize for any inconvenience this has caused you. If you are not satisfied with your order, please contact our customer service within 7 days after receipt of the parcel, customer service will dealt with in accordance with the return policy of the website.

Q: Whole Refund & Exchange policy and Cancel Order questions?

A: If you have any inquiry for our refund & exchange policy or you'd like to refund or exchange a dress because of size, colour and image do not match. Please contact our customer service first, we refuse all untreated returns. For the detailed policy, please visit our policy centre on the footer of the website.

Q: If I order this dress in a standard size, can I return it if it does not fit? Or if I just do not like it?

A: If we send wrong or unmatched dress, we will take all responsibility and give you a top solution to your best satisfaction. We are afraid that return without reason is not acceptable. So please measure your body precisely in accords with our website size chart. We offer the size, colour chart and measuring guide for your good use. Each dress you order will be made from scratch totally according to your specifications. Our tailors will make the perfect dress for you.

General Policy

The following is the detailed return & exchange terms and conditions, please read it carefully.

  • You are not allowed to exchange or refund for the situation of "Everything is right, but I just don't like". (Afraid in this case, you cannot return the dress if the only reason is that you do not like them. As the dress either regular size or customer size is made to order from scratch, if you return them, we can hardly find another customer to sell this dress.)
  • Second, please understand that dresses that do not fit properly but in accordance with the specifications you ordered cannot be returned or exchanged.
  • Any unauthorized, improperly packaged, or non-insured packages will be returned to sender

Full Refund

Your order is eligible to a full refund if the product which you have received is:

Damaged

If you receive a damaged product, please report it to us immediately by submitting a complaint. Be very descriptive about the damages and upload meaningful pictures of the damage. After we receive the complaint, we will handle it within 48 hours.

Product
Mismatch

In case you have received a different producer, please report it to us via the complaint form within 7 days. Please upload meaningful pictures of the received product. We will process it within 24 hours.

Size
Mismatch

When the size is completely off, please submit a complaint.

Color
Mismatch

You can’t always control colour. In the past 4 years, we have received quite a lot of compliments about our products, as you can see on our testimonials page. However, a few customers had problems with the product colour. We brought it down to 3 factors why it is this way and those solve 90% of the colour issues.

  • 01

    Colour calibration of your device, every computer screen or mobile device might display the colours a different way

  • 02

    Digital contrast enhancements of the particular image can contribute to the illusion of a wrong colour

  • 03

    The Photographers Camera, the lighting set and background can make the dress colour look different

The only way to ensure that you really are getting the colour you wish, is a colour swatch. We offer those for a small fee. We are going to refund you the colour swatch fee after you order your dress.

Style
Mismatch

If our dressmakers or the partners deliver the wrong dress to us and we then deliver that dress to you. You are eligible for a full refund. In case that you like the dress, even if it is not the dress you have ordered. Please contact our customer service.

Partial Refund

You are eligible for a partial refund if the products which you have received are in the following situations:

Product needs tailor work

If your custom tailored product needs a tailor, because the size is not proper, we might be able to support you with the tailoring bill. Please contact our customer support for details.

Missing custom features

If your dresses are missing custom features that you make note in your order (e.g. flower decor on the dress), then you are eligible for a partial refund. Please contact our customer service for details.

Late shipping on expedited orders

If your expedited order did not arrive on time, we will return you the expedited processing fee. Please contact our customer service.

Order Cancellations

We understand that it is a very important undertaking to order a dress for your special occasion, and our cancellation policy was created with bearing this in mind. However, it is important to note that our dresses are made to order, and once the tailoring process has begun the materials cannot be reused. The good news is that after placing your order, there is still much time for you to change your mind. For further details, please refer to our cancellation policy below.
Unpaid orders will be cancelled automatically after 3 days. We receive hundreds of test orders each day which our members are using to quote certain cart contents and save the invoice for later reference.
If you would like to cancel your order, please Contact Us or Live Chat to proceed.
Once your order has been shipped, it can no longer be cancelled.
Products Time Frames Amount Refunded
Product Shipping Cost
Customized Products
e.g. dresses, shoes, etc.
within 6 hours 100% 100%
6-12 hours 90% 100%
12-24 hours 70% 100%
over 24 hours less than 50% 100%
Standard Products
e.g. accessories
within 6 hours 100% 100%
6-12 hours 90% 100%
12-24 hours 70% 100%
over 24 hours 50% 100%

Return Procedure

Please note that items returned in unacceptable condition will not be processed as refunds and will be shipped back to you.

  • Step 1

    Submit a return request to our Customer Service within 7 days upon receiving your order. Please include an explanation and photographs stating the reason for your return. Please note that returns will not be accepted without prior approval from our Customer Service.

  • Step 2

    Once our Customer Service has approved your request, we will provide you with return address and "Product Return Form". Please send the item(s) through your local post office within 3-5 business days. Please note we won't pay any tax or customs fee if it occurs.

  • Step 3

    Once received at our facility, your return will be processed within 48 hours. Once your return is confirmed and inspected, please allow up to two billing cycles for it to be credited to your account.