RETURN POLICY

Specific Policies for Our Items

Order Cancellation

Our dresses are all made to order. Once the tailoring process has begun, the materials can not be reused. But there is still time to change your mind after placing your order. For details, please refer to our cancellation policy below

Cancellation Policy

1.Orders canceled within 2 days of payment confirmed will be charged 10% fee and buyer is eligible for a 90% refund.

2.After 2 days of payment confirmed,buyer will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.

3.Once your order has been shipped, it can no longer be canceled.

If you need to cancel your order, please email mygirlprom.service@gmail.com for help.

If you want to change size or color after payment. Please contact us in 24 hours after payment. Please note color and size can not be changed once the process has begun. If you really want to change size or color, extra cost would be charged. Please contact us.

Sizing or Fitting Issues

Our dress size is true to our size chart. So please double check our size chart and make sure the size fit. We also offer custom size, not extra cost.

As all of our dresses are hand-sewn and made to order, the finished gown may vary by approximately one inch in either direction of the specified measurements. We would check the size and measurements before we ship them. Therefore, the mistake on size and measurements are very rare.

Exchange

1. Contact us within 5 days after you receive the items.

2.We will send new dress once we received the item you returned.

3.You need to pay the return shipping fee and the shipping fee of new dress.

Return

All dresses made by hand work, although we can be careful, there might be some small problems which we can’t be totally avoided, but take it easy, if there are our problems to make dresses wrong size, color, style, you will get full payment back!

Your satisfaction is our long-term pursuit and upmost concern. Once your package has arrived, we encourage you to open and check to make sure that the dress that we made meets your requirement. Try your dress on as soon as possible without removing the tags, altering, or washing the dress

If the dresses are not in their original condition, we may charge higher processing fee to cover our lose.

Your order may not be refundable if the dresses turn out to be impossible to be resold!

Please use post mail instead of express delivery to return the items to save your shipping cost and avoid tax in our side.

For any items, if there is a quality problem and you want to apply for a refund, please upload some persuasive pictures or video(in 3days). Once it is verified, you can send the item back to us (customer assumes the shipping cost) only after you get our permission, and we will give you the corresponding refund.

If you are returning or exchanging dresses, please make sure they are in their original condition - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair, and with the intact tags attached.

All our dresses are tailored by experienced professionals and hand-made accordingly. Each dress goes through quality-inspection four times before being shipped out to minimize such problems from arising. Because each dress is hand-made, there will be at most a 5% difference between the product picture and the product you receive.

Defective, Damaged or Misshipped Items

You are qualified to get a full refund if your items are defective, damaged or mis-shipped. If you believe your items were damaged during delivery, you must first obtain "Proof of Damage" documentation from your delivery carrier, which needs to be included in your returned package.

If you wish to refund, you will need to cover the cost of shipping the product back to us. After returning the dress, we will inspect the dress to ensure that the defect was our responsibility, upon which we will offer you a complete refund within 16-20 days. However, if the defect is within aforementioned 10% difference, we can only offer you a partial refund of 20%-50%. We hope you can understand.

Sizing or Fitting Issues

As all of our dresses are hand-sewn and customized, the finished gown may vary by approximately one or two 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.

1.Size Deviation: Dress is not the size you ordered

Before ordering a dress, please make sure to give us the exact size measurement. Click here for Size guide. The finished gown may vary by approximately one(1) inch in either direction of the specified measurements.

For the dispute on size deviation, please take some photographs of the merchandise by laying it on the ground and place a tape ruler to measure out the problem. You shall submit the photographs to ombrepromuk.service@gmail.com and we'll have the designated personnel to take the dispute and offer a reply within 24 hours.

If your dress’s 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 pay for the back and forth shipping. (Without customer service department's confirmation, we do not accept your case.)

2.Dress is the size you ordered but does not fit

Please understand that dresses that do not fit properly but 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.

Note: We DO NOT accept any returns or refunds if the size is right according to your own order information which is actually measured in wrong size by yourself. We suggest you custom your size but not choose standard size, and make measurements by a professional local tailor.

Color Mismatch

The settings of your computer screen may alter the color of the pictures shown on ombreprom.co.uk. Slight color aberration of your dress and the color shown on screen may not mean that the dress is defective or mis-shipped. And the pictures in the page are only for reference, the color can not be 100% the same, we can only assure 90% similarity with the models. 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.

Note: We DO NOT accept any returns or refunds if the color is right according to your color information on the order. If you love the color shown on pictures, please choose the option: "show as picture" but not the color you consider in your mind.

Overdue Products

If your order cannot be shipped by the time originally stated, our customer service will offer you the option of keeping or canceling your order. You can choose to get a full refund, or keep the order and get a 30% reimbursement upon delivery.

***The overdue problems occurred by carrier are not refundable or exchangeable.

Please carefully follow our guide:

1. Contact us within 3 days after you receive the items.

2. Provide us with photos of the dress, to show evidence of damage or bad quality, this also applies for the size, or incorrect style and color etc.

3. Item must be returned in 7-15 days upon delivery date. The returned item must be in perfect condition (as new), you can try the dress on, but be sure not to stretch it or make any dirty marks, otherwise we will refuse the return.

4. Please fold the dress inside out. The tracking number of the returned item must be provided together with the reference code issued.

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