Return & Refund Policy
RETURN &REFUND POLICY
Our Commitment to Satisfaction❤❤❤
CathyProm.com focuses on providing excellent products and creating enjoyable shopping experience to our customers. Our Return and Cancellation Policies were created to help customers to handle all kinds of return cases.
If you can’t find the answers to your questions from our Return and Cancellation Policies on this page, please email to [email protected] and our service team will reply to you within 24 hours (during business days).
We understand that ordering a dress for your special occasion is an important undertaking. However, it is important to note that our dresses are custom-made, once production process begins, Labor Costs and Material Costs will be incurred.
- Unpaid order will not be processed. If you do not need it, please simply ignore it.
- Cancellation within 24 hours after the order is paid: you will get a full refund.
- Cancellation within 24 to 72 hours after the order is paid: you will get a partial refund consisting of 50% of the item price and the full shipping cost.
- Cancellation within 72 to 120 hours after the order is paid: you will get a partial refund consisting of 30% of the item price and the full shipping cost.
- Cancellation beyond 120 hours after the order is paid: you will get a partial refund consisting of the full shipping cost.
- Once the item has been shipped, the order can't be cancelled.
If you would like to cancel your order, please send an email stating your order number and telephone number to [email protected] . We will calculate the cancellation time according to the time of the email is received.
Please email to [email protected] within 2 days after you received the item(s) if you want to return the item(s). We can't accept return of goods more than one month.Please attach clear full sight photographs of your items in the email, which will help you to obtain more efficient help and solution from us.
Please note that returning packages needs prior approval from Customer Service.The aftersale related emails should not be interrupted for more than 5 days.
If you are returning dresses or accessories, please make sure they are in original condition - unworn, unwashed, unaltered, undamaged and clean.
1. Wrong Dresses Received
If we shipped you an incorrect item or the item with wrong color (Color differences due to the display settings of your computer monitor are not included), you have following three options:
1) You can keep the incorrect item and we will send you the right one as soon as possible.
2) You can keep the incorrect item, and we will send you 50% refund of the original item price. Shipping fee can’t be refunded,
3) You can return the dress and get a full refund.
2. Sizing or Fitting Issues
As all of our dresses(clothing) are hand-sewn and customized, the finished gown may vary by approximately two inches in either direction of the specified measurements. We would do detailed check about the size and measurements. Therefore, the mistake on size and measurements are very rare.
In addition, our dresses are made with additional fabric in the seams; you can make minor adjustments at a local tailor's.
If you feel the size deviation is too large to be normal, please email to [email protected] to get guide and help.
3. Return Flawless Products
If you want to return or exchange flawless products, you will need to pay 60% of the dress price as restocking fee, and shipping cost is not returnable. You need to pay the shipping cost for return the dress as well. Please note that returning packages need prior approval from Customer Service.
1) Please email to [email protected] within 2 days upon you receiving your item, including an explanation with photographs for the return. Returns will not be accepted without prior approval from Customer Service.2) Once you receive the email from [email protected] which states the return is approved, please send back the items to the address listed in email as soon as possible, and please make sure to use local post office service.(such as Post Office, USPS, Royal Post…).
3) Once receive the return item, we will process the case in 3 to 5 business days. Items returned in unacceptable condition will not be refunded and cannot be shipped back to you. Please allow up to two billing cycles for it to be credited to your account, please kindly note that the refund efficiency also depends on the credit card bank's processing-cycle.