Returns & Refunds

Your satisfaction is of utmost importance to our team.

Return Policies

Upon the arrival of your package, it is suggested that you check and make sure the dress has been made in
 accordance with your order specifications. Please try on your dress as soon as possible without
 altering, removing the tags, or washing the dress.

If you are not fully pleased with your order, we are here to assist. We will provide a full refund for
 your purchase, including shipping fees for all damaged, defective, or wrongfully shipped items.

· Contact our Customer Service to initiate the return process within 14 days upon
 receiving your item(s).

· Please note that we only accept products in their original condition, and we cannot process any
 products that are returned without our prior knowledge. If you wish to return any or all parts of
 your order, you will need to contact customer service at Contact Us and obtain a "Product Return"
 form that must be included with your package.

· Please kindly contact our customer service department and ask to return your order. Please do not
 return the package directly to the address on our website or on the package, which are not our
 return address.

· Mis-shipped products: Once we have confirmed your mis-shipped items (item shipped
 was not item ordered), we will be responsible for item exchange. You may also return the product and
 get a full refund.

· To be eligible for return/refund, the item must be in its original state. We will not accept the
 return of used, worn, washed, altered, or damaged goods. Please ensure that you leave the original
 tags on the items if you wish to return them.

· All our items are made to order. This means that we do not stock extra items in our store. Once you
 place your order, it will be made specifically for you. Therefore, we will not accept returns of
 goods that are as per your order. Our return policy only accommodates damage or wrongful shipment of
 items.

· "Everything is right, but I just don't like it" situation — no free exchange or refund. If you do
 need to return it, you will be responsible for the return shipping.

· Once we receive your returned goods, we will inspect your order and notify you that we have received
 them. Once your return is processed and approved, we will initiate the refund process via the
 original payment method. Depending on your card issuer's policies, you can expect to receive your
 credit within 10 days .

Return Process

· Submit a return request to our Customer Service within 14 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.

· Once our Customer Service has approved your request, we will provide you with a return
 address as well as a Product Return Form that must be filled in and
 included with your return. Please send the item(s) through your local post office within 3-5
 business days once you have received the form. Include the Product Return Form with your return.
 Please don't use courier agency like UPS, DHL or FedEx to return the parcel as we will not pay for
 the custom fee that might be caused.

· Once received at our facility, your return will be processed within 24 hours . Once
 your return is confirmed and inspected, please allow up to 10 days for it to be
 credited to your account.

· Return address: Room 1112, Block B, Xinshang Plaza, No. 168 Yuanhe Street,
 Xiangcheng District, Suzhou, Jiangsu, China. Depending on your region, the return warehouse address
 is different. Please contact our customer service to obtain the return address.

Note: If the return is caused by the consumer, the
 consumer should be responsible for the shipping fee. The specific fee should be based on the express
 company you choose. If due to our reasons, the goods received are damaged or not correct, and the
 consumer is not required to bear the shipping fee for this reason.

We take customer satisfaction very seriously. If our professional customer
 service cannot solve your problem, please contact our CEO and she will properly solve your problem.
 Thank you for your shopping! Our CEO email: shirley@ladypromdress.com

Sizing or Fitting Issues

As all of our dresses are hand-sewn and customized, the finished gown may vary by approximately one inch
 in either direction of the specified measurements. To ensure that your dress will still fit you
 perfectly, our tailors have created all our dresses with additional fabric in the seams to allow minor
 size modifications.

Size Deviation

If your dress size differs from the specifications of your order by more than one inch, please feel free
 to choose from the following options:

· You are encouraged to find a local tailor to make adjustments. In this case, we
 will reimburse you for up to 10% of the product price as tailoring costs. If you
 choose this option, please remember to request a receipt from your tailor as a copy of it must be
 provided when requesting reimbursement.

· You are allowed to send back the dress for free alterations , but you need to pay
 for the back and forth shipping. (Without customer service department's confirmation, we do not
 accept your case.)

Dress Is the Size You Ordered but Does Not Fit

Please understand that dresses that do not fit properly but are in accordance with the specifications you
 ordered cannot be returned or exchanged.

You can go to a local tailor or a professional seamstress to have the dress re-sized at your own cost.
 Please note that if your order specifications differ too greatly from the final sizing request,
 re-sizing may not be possible.

Color Mismatch

The settings of your computer screen may alter the color of the pictures shown on our site. Slight color
 aberration of your dress and the color shown on screen may not mean that the dress is defective or
 mis-shipped. However, if you are positive that you have received the item in a wrong color, please
 contact Customer Service to see if a return or refund is possible.

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

Order Cancellation

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 time for you to change your mind.

Cancellation Policy

· Orders cancelled within 24 hours of payment confirmation will be eligible for a full refund .

· Orders cancelled more than 24 hours after payment confirmation will be eligible for a partial refund (70% of dress purchased price at most) consisting of the full
 shipping cost.

· Once your order has been shipped, it can no longer be cancelled .

If you would like to cancel your order, please Contact Us to proceed.  → Contact Us