Orders received on Saturdays, Sundays and public holidays, as well as orders received after 1pm on weekdays, will be processed the next working day. Please note that any shipping time stated on our website or given by customer service representatives are ESTIMATES only. We will do our every effort to make sure you receive the parcel in time, but we are not responsible for shipping delays, which can be affected by the shipping carrier, delivery destination, weather, holidays or incorrect/insufficient delivery information.
Processing Time: 12-15 days.
- Usually we will process your order once you finish your payment. But sometimes, we have to verify your order before we process it by sending you an email or calling you. Your cooperation will be much appreciated.
- Please provide us a detailed and correct delivery address so that we can deliver your order successfully. The customer will bear full responsibility of the lost if the parcel was lost on the way because of a wrong delivery address.
- We’re sorry, but we can’t change the delivery address of your parcel once your order has been shipped out. If you aren’t available when your parcel is delivered, the mail carrier will leave a calling card with instructions on how to pick it up.
All parcels will be held for picking up if cannot be signed or delivered. So please provide us with the most up-to-date, accurate and detailed shipping information with your phone number for the shipping. We will email you a tracking number after shipping, please track it online. If an item is returned because it was not deliverable due to an incorrect address, customer will have to be responsible for both the shipping and return charges.P.O. Box address can not be delivered sometimes.
The shipping of your parcel is online traceable. After your order is shipped out, a confirmation email with the online tracking number and link will be sent to you. The tracking number will be valid for your check within 48 hours after you receive the email.
We sincerely suggest you add us to your email list so that you can get confirmation about your order from us. And remember to check your SPAM/JUNK folder if you do not receive a reply in 3 days.
Acceptance of the Parcel
All parcels will be marked as “Gifts” or “Samples” to avoid fees imposed by customs, but customer will be fully responsible for the charges if there is any. A signature will be required from the recipient upon the item’s arrival. This service gives you peace of mind that your item will arrive safely into your possession. All parcels will be held for picking up if it can’t be signed or delivered.
It is the responsibility of the person who receives the parcel to examine the item prior to signing for its acceptance. If the carrier is authorized to leave the parcel without a signature, we will not be held responsible for damage or loss that may occur during shipping. It is the customer’s responsibility to check the item status upon arrival and inform us of any problem or damage within 3 days of receiving your order.
If have any questions about the shipping of your order, please feel free to Contact Us.
We always help our customer enjoy shopping here. Sometimes a return or an exchange is necessary. If you are not satisfied with your purchase from us，please take advantage of our return and exchange policy. You can email our dedicated customer service, please feel free to contact us within 7 days upon the delivery date.
We take great pride in our reputation for good service, but if for any reason you are dissatisfied with your purchase, please Contact Us via email.
Sizing or Fitting Issues
As all of our dresses are hand-sewn and custom tailored, the finished gown may vary by approximately one (1) 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 to be made easily.
Dress is not the size you ordered
Should your dress size differ from the specifications of your order by more than one inch, we encourage you to find a local tailor to make adjustments, and we will gladly reimburse you half the 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. Other ways:
*Returns can only be accepted in 15 days after receiving.
*Shipping charges made on return orders are made at the customer’s expense.
*All returns are subject to a 5% handling fee, we will deduct 5% of the total amount, and refund you the rest.
Dress Didn’t Arrive On Time
Please don’t refuse to sign for it!!! Please help to send it back to us, we will cover the return shipping cost and refund you the full amount.
hotpromdresses2014 do not fit properly but fit the specifications you ordered cannot be returned or exchanged.
Please note: if your order specifications differ too greatly from the final sizing request, resizing may not be possible.
Please write sample or gift on the parcel instead of dress, and the value should be no higher than 20 USD, so that your parcel will pass the customs successfully, and we will be able to get, otherwise we will not acknowledge this return, thank you so much.
The settings of your computer screen may alter the color of the pictures shown on hotpromdresses2014.com. Slight color mismatches between the color of your dress and the color shown on screen may not mean that the dress is defective or misshipped. However, if you are confident that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.
1) Contact our customer service within 7 days of your order’s delivery date. Include an explanation and photographs documenting the reason for the return. Returns will not be accepted without prior approval from Customer Service.
Non-faulty items must be returned in their original, undamaged packaging and must be in an unused condition. If we find that the product returned to us is not in fully re-saleable condition, we reserve the right to refuse the claim for refund on the item, or deduct up to 50% off the selling price from the refund claim.
Please be aware that postage and packaging fees are not refundable, except the faulty items.
We closely inspect every piece of merchandise before sending to ensure each one is new and undamaged. If you feel your merchandise is damagedit must be caused by the shipping, we need a photo to confirm and you must have a return authorization from us for us to accept the merchandise. Shipping damages must be noted at the time of delivery with the carrier.
Contact our customer service team to initiate your return by sending an email email@example.com. You will be given instructions on how to fill out a provided form and send back your dress.
- All international returns should be returned to us within 7 days upon receipt of the order.* The shipping charges for international exchanges are to be paid by customer (Unless the fault was caused by us). All duties, taxes, or fees required to be paid for returned items are the sole responsibility of the customer.Return instructions* Please follow the instructions below to return an item:* Please send us an email to specify the reason for returning at first, our support staff will provide you the shipping address.* Please take care when unpacking and repacking your products.
- Please enclose a piece of paper includes the following information:
- Order number
- Specify the reason for returning the item
- The email address ordered on our website.
Please put this piece of paper, and the product to be returned, into a parcel, and mail to us. Please provide us the tracking number once you have shipped them back. We do not take responsibility for returning goods that are lost in transit. If you are concerned, then we recommend that you send the goods by registered post and retain proof of posting.
Cancellation of an order must be requested within 3 days. Because we process all orders as quickly as possible within 12-24 hours after the orders placed, so we are not always allowed cancel an order. If requests a cancellation after 3 days, customers will be requested to pay for the material cost. Hope you can understand this key point.
Your satisfaction is our pursuit, if you want to known more about our products information, just feel free to contact us, we will reply you asap.