RETURN POLICY FOR ONLINE ORDERS
Due to the nature of the formalwear industry, all orders that we must place through any one of our vendors are considered SPECIAL ORDERS. These orders are final sale and do not allow for Exchanges or Returns. If the designer cannot supply your dress, you receive a full refund. We do not offer a try-on service (i.e. you order two dresses to try on and you return one or both dresses).
Dresses or items marked as final sale are not returnable. Sale dresses and specially ordered dresses are final sale and not returnable. All in-store purchases are final sale.
Return option for ELIGIBLE online orders.
Our 3-Day return policy only applies to Eligible Dresses Ordered Online. Eligible dresses for return are only those which were fulfilled with dresses from our in-store inventory, and not specially placed with the designer to fulfill your order.
Contact our customer service relations team through info@promheadquarters.com to check if the items are in our personal inventory. If the dress/ item is eligible for return, you will be charged a 15% restocking fee. You are responsible for all shipping expenses back to our location.
Return Requirements
- Credits or Returns after the wear date will not be accepted, regardless of any special circumstances.
- Sale and clearance items are marked-down items from our personal inventory that are sold as-is. We offer no returns or exchanges at all on these items.
- Shoes and accessories are final sales items and are not returnable.
- Items marked as final sale are not returnable.
You are responsible for all shipping costs back to our location in the event you are eligible to return your dress.
Return Procedure
For eligible return dresses, follow this return procedure to be issued your RA# (Return Authorization Number). Any packages returned without an RA# will be subjected to a merchandise restocking fee of 60%.
- You must request a merchandise return within three (3) days of receiving the package (this includes weekends/holidays), via e-mail to info@promheadquarters.com.
- You cannot request a return past the wear date given on the order, even if it is within the 3 days of receiving your order.
- After the RA# is issued via email response, you have a maximum of three (3) calendar days to ship the dress back to us (the date FedEx or UPS receives the package). If your wear date is sooner than 3 days, the dress must be shipped before then.
- Dresses must be shipped back to us via FedEx or UPS with signature required and insured. Postal Office returns will be rejected.
- The dress must be unworn and shipped back in the same condition as received with original tags attached. We will not accept returns that are not in the same condition or that appear to have been worn, washed, altered, tampered, or changed in any way as these will not be refunded.
- The partial refund will be issued after the dress or item is received and passes inspection by our shipping department.
- Shipping and drop ship costs are not refundable. Please follow the return policy to be issued your RA#.
Damaged, Defective, or Incorrect Items
If your dress arrives damaged, has a manufacturing defect, or is not the style, color, or size you ordered, email info@promheadquarters.com within two (2) days of delivery with your order number and photos of the issue. Do not wear, wash, or alter the dress. We will work with the designer to repair or replace it, or issue a refund if it cannot be replaced.
Cancelling Orders
In the formal and prom industry all dresses ordered with the original designer to supply your order are considered SPECIAL ORDERS and cannot be cancelled without a fee. Once an order is placed, it is a special order, even if the ship-out date is later than the order date. If you request a cancellation, you will be charged a 50% restocking fee. Items that must be manufactured for your wear date are also considered special orders and follow this same cancellation policy.
If we cannot supply your dress, or it cannot arrive by the wear date on your order, we will cancel the order and you receive a full refund. The 50% restocking fee applies only when you choose to cancel after your order has been placed with the designer.
For more information check our Ordering Process and Shipping Process pages.