Prom Dress Au
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Our Policy

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Return & Exchange

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Most Popular Dresses

Our Policy

Order Cancellation:

 

We understand that ordering a dress for your special occasion is an important undertaking, our cancellation policy was created with this in mind. However, it is important to note that our dresses are made to order, and once the creation process has begun,the materials cannot be reused.

So if you want to cancel your dresses, you should tell us before we send your order information to our factory or may not be able to get a full refund.

 

(1). Orders canceled before we send your order information to our factory will be eligible for a full refund.
(2). Orders canceled 1-3 days after payment confirmation will be eligible for a partial refund consisting of 
 full shipping cost and 50% of the product purchase price.
(3). Orders canceled after 3 days of payment confirmation will be eligible for a partial refund depending on the dress making procedure,
but won't be less than the shipping fee.
(4). Once your order has been shipped, it can no longer be canceled.

 

If you would like to cancel your order, please contact our customer service at sales@promdressau.com  or services@promdressau.com

 

In Stock Items Returns:

 

First, be aware of which dresses are in stock items. Those state "S, M, L, XL, XXL" in the size options are in stock items. Otherwise are custom made items (made-to-order items).

Please check our size chart to make sure which size (S, M, L, XL,XXL) is suitable for you before purchasing.

In stock items with no quality issues are eligible for refunds of 80% of the original price within 7 days of receiving your order. The remaining 20% will be kept as a restocking fee. Returned items should be in brand-new condition with the original packaging. We will deduct from the refund the price of any items or accessories lost during the return process.

 

Custom Made Items Returns:

 

First, be aware of which dresses are custom made items. Those state "US2=EUR32=UK6, US4=EUR34=UK8 etc." in the size options are custom made items. No matter standard size you select or offer your customized size, they are all custom made, made to order, not in stock. It is better to provide your own measurements, and it will not cost more.


Quality Issues

 

If our staff finds that the merchandise is defective as described, you will receive a refund for purchase price minus shipping and handling fees.

If we find that the merchandise is not defective in any way or has been misused, the merchandise will be shipped back to you with no refund.

If the dress has quality problem and you need to return it back to us, you should contact our customer service within 2 days after you signed for the parcel to consult the dispute. and ask us the detailed address, shipping method and so on once agree to the return. We will not accept refund if you without contact us and did not obtain any allowance and information from our customer service.

 

Color Errors

 

The settings of your computer screen may alter the color of the pictures shown on PromDressAu.com.

Slight color mismatches between color of your dress and the color shown on screen may not mean the dress is defective or misshipped. However, if you are confident that you have received the item in a wrong color, please contact Customer Service to see if a return or refund  is possible.

 

Size Errors

 

Please be aware that due to the nature of the handwork required, the finished gown may vary approximately 1" in either direction of specified measurements.

 

Return Process:

 

(1). Contact Customer Service within 2 days once you get the dress.

Include an explanation and photographs documenting the reason for the return. Returns will not be accepted without prior approval from Customer Service.
(2). Once Customer Service has approved your request, please send the item back to us as soon as possible.
(3). Once received at our facility, your return will be processed in 1 to 3 business days. Once your return is confirmed and inspected, please allow up to 2 billing cycles for it to be credited to your account.

(4). Items returned in unacceptable condition we will not be processed as refunds and will be shipped back to you.

 

Taxes, Duties, Tariffs or Brokerage Fees:

 

Usually there would be no extra fee for ordering in our shop as we will try our best to avoid all this fee, we will mark your dress as gift to avoid the custom fee for you. Please note, Promdressau.com can not be responsible for any additional charges such as taxes, duties, tariffs, or brokerage fees if there is any that may apply to international orders. To find out which if any of these may apply, please contact your local government.

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