heyprom dress

CUSTOMER FAQS

ORDERS
How do I place an order?

To place your order:

1. Add the desired item and quantity to your cart or click buy now.

2. Review your order and click "CHECKOUT NOW" or "PayPal CHECKOUT".

3. Finish your shipping details and confirm your order details.

4. Click "PLACE MY ORDER".

How to view the estimated time of arrival and tracking number?

Please check the order details page for the estimated time of arrival.

Track your shipment by clicking https://www.heyprom.com/trackorder with your email and order number. Please note that logistics updates may take time to appear after shipment.

Why the dress I received was packed inside out?

When packing a dress, we turn it inside out, mainly for the purpose of protecting the dress. This practice can reduce the damage caused by folding or squeezing during transportation, especially for dresses with special designs or decorations, such as dresses with embroidery or sequins.

Turning the dress inside out when packing can prevent these decorations from being worn or damaged during transportation. In addition, for some fragile or specially protected parts, such as necklines and cuffs, this practice can also provide additional protection to ensure the safe delivery of the dress.

PAYMENT
I want to pay but why the payment is declined?
We believe that every customer will enjoy the safe and convenient shopping here, as we provide the most popular payment option, Paypal, Credit Card/Debit Card. But unluckily if your payment is declined, don't worry, we have got you here. That is because of the restriction from the bank system, there are many factors take effect, such as cards used another place, frequently used recently, etc. You will just need to use another card or make a call to ask your bank to lift that restriction and try again.
How do I use the coupon?
Please fill in the coupon in coupon code box which displayed in the Checkout page, and then apply it. No matter your registered coupons or negotiated coupons from sales assistant can be used there.
Is it safe to make the payment here?
The security of the information our customers submit is one of our highest priorities. We are verified by International Bank Validation System and Paypal, supervised under their terms and policy. You will have the most safe shopping experience here.
What kind of cards can be used to pay?
Most credit cards and debits cards are easily to pay here. They can be visa cards, master cards, etc.
SHIPPING
Can you deliver to my country?
We offer worldwide shipping. For a list of specific countries and regions eligible for shipping, please refer to the options available at checkout.
What's the shipping cost for my order?
Shipping fees are calculated based on the weight of your order. You can view the estimated shipping cost on the checkout page.
Why are shipping costs different from different items?
Shipping costs are determined by a variety of factors including the weight and the size of the item.
PRODUCTS
Can I have multiple color and size ordered for the same style?
We can provide dresses and gowns in various sizes and colors as listed, including personal custom sizes. However, please note that all our clothes are handmade, so all products ordered are intended to meet your specific needs. We do not accept additional purchases for retention purposes.
Can we have the dress slightly altered?
If you need any alterations to be done to the product you can describe it in the special requirements field eg the dress has no straps, but you would like to have straps, then we can arrange that, we can provide alterations for all dresses to a certain extent.
How to know my size?

Each products description page features a detailed size chart, you can measure yourself and choose the dresses size according to the result. Don't get confused if you end up having a different size as your standard casual wear size, dresses have different sizing.

To ensure the dress fits you well, we also suggest you choose custom size, which means that we make the dress based on your exact measurements.

How to measure myself?

We use three different factors, Bust, Waist, and Hips.

Bust: Measure around the fullest part of your bust.

Waist: Measure around natural waistline.

Hips: Measure around the fullest part.

Hollow To Floor: Begin at the hollow space between the collarbones and pull tape straight down to the floor

Make sure you wear tight clothes while measuring yourself. Please check if the dress has a built-in bra, if so, measure yourself without a bra.

To fit high heels, we'll add an extra 5 cm onto floor-length dresses and dresses with trains

ACCOUNT
Why can't log into my account?
lease double check if the email address and password you put is correct. If you still can't sign in to your account, please contact our Customer Service team with your account information and details of your issue. They will liaise with our technical team to help resolve it.
Why can't I find my order?
Please double check your payment details with the correct email, if you can't find your orders,please contact the Livechat or send your request here: https://www.heyprom.com/help/ticket
How do reset my password?

1.Click "sign in" on our website and put your email address in.

2.Click "Forgot password" and get "One-time code".

3.Click "Send" get your "One-time code" in your email and input it.