Return Policy

We understand it is important for you to order a dress for the wedding party and we will make our best efforts to make sure all the customers satisfied with the dresses shipped to them. So all the products sold from promformal.co.uk are covered by the policy of 14 days return exchange. And also our cancelling policy is in accordance with this.

Cancelling Orders (Before delivery)

  • 1.  All dress orders canceled within 24 hours of purchase will be eligible for a full refund.
  • 2.  All dress orders canceled within 24-48 hours will be eligible for a 75% partial refund.
  • 3. Once your order has been shipped, it can no longer be cancelled.

Return Policy( After Delivery )

You have 14 days to check your dress condition after received the dress.

  • We only accept items in their original condition - unworn, unwashed, unaltered, and undamaged with original tags and packages.

  • Requests to return items due to quality issues, damage during shipping, color/style/size error or allergic reaction from use must be accompanied by photos or other evidence that clearly shows the problem with the item received.  

  • If our items do have quality problems or size errors, you can return it after contacting our service team. When we receive the items, we will do a quality check again, and if it does has the defects as you described, we will process your refund as promised.

  • We don't accept returns that customers order several dresses back home for try on and then keep one return others.

  • If the error of unfitting regarding size/color that were made or specified by customers during purchasing our products, the customers will not be eligible for refunds under this case.

  • We don't offer free return service this time. However, if the goods are damaged completely due to the merchant's reason, or we shipped wrong items, we will be responsible for it.

We encourage customers to keep the dresses if there is only a little problem; we will process a partial refund of the alter fee to the people who alter their dresses in local. Our customer service team has the right to determine the eligibility for refunds and exchanges once customers have contacted us and explained their reason for return.

How To Return:

1.Contact our customer service within 14 days upon receiving your order. Please include an explanation and photographs stating the reason for your return. We will send you return address once it's confirmed.

2.Once our customer service has approved your request, please send the item(s) through your local post office within 3-5 business days and keep the tracking number.

3. We will process the refund when we confirm that the product has the problems you mentioned. Once the refund has been processed by us, it usually takes 9-14 working days for the refunds to be credited to your account, normally depending on your bank or payment service. Your bank or credit card payment service may charge a small transaction fee.

4.Please understand that extra service fee for rush order and quick shipping are non-refundable.

 

We will not make a refund based on these reasons:
1. Overdue delivery time due to the wrong shipping address or wrong telephone number provided by the buyer;
2. Select free shipping service but it is required to receive the dress in a short time(in 2 weeks)
3. A wrong e-mail address provided by the buyer which can not receive our notification(the one which registered on our site);
4. Never received any confirmation e-mails & calls in 24 hours;
5. Not receive a tangible answer from the buyer to continue or cancel the order, any delays because of buyer did not respond during our required time, then buyer is in full charge of the loss.

Any further questions/issues, please do not hesitate to contact us:service@promformal.co.uk