Refund policy

We understand it is important for you to order a dress for the wedding party and we will do our best 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 a 7-day return and 14-day exchange. 

Canceling Orders (Before delivery)

  • 1.  All dress orders canceled within 12 hours of purchase will be eligible for a full refund.
  • 2.  All dress orders canceled within 12-48 hours will be eligible for a 75% partial refund.
  • 3. Once your order has been shipped, it can no longer be canceled.

Return Policy( After Delivery )

If you are not satisfied with the received goods or if there are quality issues, you can request to negotiate with us or return them.

  • 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 them after contacting our service team. When we receive the items, we will do a quality check again, and if it do have 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 while purchasing our products, the customers will not be eligible for refunds under this case.

  • Unfortunately, we do not currently offer free return services. However, we will take responsibility if the goods are completely damaged due to the merchant's fault, or if we have shipped the wrong item.

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.

Non-Returnable Items:

The following items, along with any others marked as non-returnable on their ordering page, are not eligible for returns:
  • - Custom-Made Dresses
  • - Final Sale Items
  • - Swatches
  • - Accessories: Skirts, gloves, headwear (Excluding quality issues: damage or quality issues caused during transportation)
  • Extra service fees for rush orders and quick shipping are non-refundable once your items are successfully delivered, because this service has nothing to do with the dress. We recommend that every customer purchase when it is not urgent.
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(service@promformal.co.uk) within 3 days upon receiving your order. Please include an explanation and photographs stating the reason for your return. We will send you the return address once it's confirmed.

2. Once our customer service has approved and confirmed 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.

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.
3. A wrong e-mail address provided by the buyer which can not receive our notification(the one registered on our site);
4. After confirming the return with customer service, if the return has not been shipped within one week, we apologize that we are unable to process your return request. But if there are indeed special circumstances, please provide reasons and negotiate with customer service on the return time.
5. Not receiving a tangible answer from the buyer to continue or cancel the order, any delays because the buyer did not respond during our required time, then buyer is in full charge of the loss.

To help cover the costs of inspecting, repackaging, and processing returned items, offsetting any loss in value, and discouraging excessive returns. We apply these restocking fees(15%), which will be automatically deducted from your refund.

  • - Cannot choose the correct size or colour
  • - Purchase multiple items and only keep 1 item
  • - An incorrect address was provided, causing the courier company to be unable to deliver
  • - The returned dress cannot be kept in the original state, including perfume smell, damage, dirt, and lost labels.
  • - Other returns caused by customers' own reasons.

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