Refund policy

Thank you for shopping with Promsew, pls feel free to contact us within 24 hours(from the date that the item is received) if there are any problems.
As there are often customers who request a refund after using the dress once or twice, our dresses will not be refunded after two days of being signed for. In the event of a problem with your dress, please contact customer service immediately. thank you for your understanding.

1, Lost or Damaged
If the package or goods has any damaged, defective, or mis-shipped standard-size dresses.
1-1: Please contact us within 24 hours of the delivery date and provide evidence of damage or loss (take photos of the problem) so that we can help you verify and file a claim with the courier company.
1-2: if lost, we will contact with you and confirm the date of the dress you need, if you have enough time, we can make a new dress for you (we will arrange production first and send the fastest courier), if damaged but can be easy to alter, we will apply partial refund or a discount for next dress.

2, Return or Refund
2-1: For the Custom dresses(custom size or color or any change) or Plus size (over US14), or didn't inform us within 2 days after delivery, we couldn't accept a return if we make a correct dress.
2-2: For the dress with Standard size (under size US16 )and picture color (no change), if you need to return or alter, please contact us within 2 days(take photos to show the problems), and please send it out within 2 days by DHL or FedEx after we have agreed to return the goods and given the correct return address, please keep the dress as original state with the tag on and no signs of wear, tear, or door, and leave your order number.

We do not support customers who order several dresses back home for try-on and then keep one and return the rest.
We need to charge 40% of the cost if there is no quality problem but you are not satisfied with the product or you change your mind even too returning it. We will also take the shipping fee($30-40$), which will automatically be deducted from your refund. Please notice we still charge the shipping fee and rush fee(if there is one) under this circumstance even if your order is a free shipping order.

Because our dresses are all made by handmade, maybe there are a few differences, such as:

2-3: For the Color, maybe there is a color difference because of the monitor and light, if you can't confirm the color, please contact us or order fabric swatch to confirm.
2-4: For the Size, our dresses rush true size, please according to our measurement guide to measure your body, check each part size of the size chart to choose the size. (please confirm the size of the hips is the largest part around the hips, if the butt is larger than the hip, please choose according to the size of the butt or tell us the butt size).
2-5: For the lace or fabric, because there is so much lace(fabric) on the market, sometimes there is a shortage or no longer produced, so we will look for the most similar lace(fabric), we will confirm with you. 

3, Change or Alter
If the dress doesn't fit well, we can alter it for free, please contact with us within 2 days after the delivery date (take photos of the problem). we do not accept returned or changed items that were sent back by you directly without checking with us first. you can contact us by email at bridalsewofficial@outlook.com after we accept the alter, and you need to send it back within 2 days and tell us the tracking number.

If you need to alter, you will be responsible for paying shipping fees back(send it out and send it to you again) including but not limited to, the cost to ship back and any shipping materials cost. Therefore, we friendly recommend you return all unwanted items at one time if there are 2 or more products. but maybe the time is nervous or the shipping cost is so high, we also suggest that you can later it in your local shop.

4, Quality Problem
Especially for custom-made dresses, we do not accept returns, of course, if there are obvious problems such as the size is wrong or big breakage, we will accept returns or partial refunds if you can provide the correct video and pictures, then can make it clear that it's a problem from us. However, if the dress has some threads or small stains (can't tell if it's caused by us or easy to solve), we can't accept the return, but we will try our best to apply for a partial discount.

We cannot accept returns on items that have been worn or damaged by improper cleaning methods. Also, we do not support free returns if the dress is in good condition and you just do not like it or do not need it anymore. Because all our dresses are customized, hope you understand.

Of course, if there is a problem with the size due to our fault, you can choose to alter it locally or return it for alteration, and we will cover these costs.
Please show us photos of the error firstly, there are 2 ways to solve it.
1, Get a 20-50% discount to keep it.
2, We will remake one and send it ASAP, the first dress needs to be sent back.
3, Refunds are issued to your original payment method. Refunds cannot be returned to alternate cards or different forms of payment.
4, Returns must be received in new condition; unworn, unwashed, and with the hygienic liner intact. Items returned with obvious use, makeup, animal hair, dander, deodorant, perfume, or similar product stains may be subject to refusal.
If there are no quality problems, we also hold the right to refuse any unreasonable returns, such as the wrong size you gave us, but we offer free alternation.

5, Refund Time: We will request a refund as soon as we receive the package and the check is ok, so it depends on the courier time you used!

6, Cancellation :
1, unpaid order: could be canceled within 24 hours.
2, paid less than 2 days, 50% cost of the dress and shipping cost could be returned, because we will arrange for the dress to be made after 24 hours, the dress has been cut to be made.
3, paid at 3-7 days, 30% cost of the dress and shipping cost could be returned.
4, The dress has been made or finished or sent out, can't return the payment to you.

Contact us: promsew@outlook.com