1. Return & Exchange Overview

Our published policy provides a 7-day return period and a 14-day exchange period. Return and exchange requests are subject to the eligibility requirements outlined below.

2. Order Cancellation Before Delivery

3. Return Eligibility After Delivery

If you are dissatisfied with your order or believe an item has a quality issue, please contact us so that we can review the situation and explain the available options.

Returned items must meet the following conditions:

• The item must be unworn, unwashed, unaltered and undamaged.
• Original tags and packaging must be retained.
• Requests involving damage, quality defects, incorrect colour, style or size, or an allergic reaction must include clear photographs or other relevant evidence.
• Items reported as defective will be inspected after receipt to verify the issue described in the return request.

We do not accept returns where multiple dresses are ordered for home try-on with the intention of keeping one and returning the others.

We do not currently provide free return shipping in general. But if an item is completely damaged due to our fault or we send the wrong item, we will take responsibility in accordance with our policy.

4. Non-Returnable Items & Services

The following items are not eligible for return unless an applicable exception is stated below or required by law:

• Custom-made dresses.
• Final-sale items.
• Fabric swatches.
• Accessories such as skirts, gloves and headwear, except where damage or quality issues occurred during transportation.

Items specifically marked as non-returnable on their product pages are also subject to those stated conditions.

5. How to Request a Return

Please follow these steps before sending an item back.

1. Contact customer service.

   Email service@promformal.co.uk within 7 days of receiving your order. Include your order number, the reason for your request and clear photographs showing the issue.

2. Wait for approval and return instructions.

   Our team will review your request. If it is approved, we will provide the return address and further instructions. Please do not send the item to an address before receiving confirmation from our team.

3. Send the approved return.

   Once your request is approved, send the item through your local post office within 3–5 business days, following the instructions provided. Keep your postage receipt and tracking number.

4. Inspection and refund processing.

   After we receive the returned item, our team will inspect it to verify the reported issue. If the return qualifies for a refund, we will process it according to this policy.

6. Refund Processing Time

Once a refund has been approved and processed by us, it usually takes 9–14 working days for the funds to be credited to your account. The actual time depends on your bank or payment service provider.

Your bank or card payment provider may charge a transaction fee. Please contact your provider for details about any applicable charges.

7. Circumstances That May Affect Refund Eligibility

Under our published policy, refunds may not be available in the following circumstances:

• Delivery is delayed because the customer supplied an incorrect shipping address or telephone number.
• A free shipping option was selected despite a requirement to receive the dress within a shorter timeframe.
• An incorrect email address was provided, preventing the customer from receiving order notifications.
• An approved return is not shipped within one week after confirmation, unless special circumstances have been discussed and an alternative arrangement agreed.
• Required information or a response needed to proceed with an order is not provided in time, resulting in delays or losses.

If special circumstances affect your return, please contact customer service as soon as possible to discuss the situation.

8. Restocking Fees

Our published policy specifies a 15% restocking fee for certain customer-related returns. Where applicable under the policy and permitted by law, this fee is deducted from the refund.

Examples listed in the policy include:

• Customer-related size or colour selection issues.
• Purchasing multiple items and keeping only one.
• An incorrect delivery address supplied by the customer that prevents successful delivery.
• Returned dresses that are no longer in their original condition, including perfume odours, dirt, damage or missing labels.
• Other returns arising from customer-related reasons.

Any applicable fee and refund eligibility will be reviewed against the circumstances of the request and applicable law.