RETURNS & REFUNDS
THANK YOU FOR SHOPPING AT HEYPROM.
If you are not fully pleased with your order, we are here to assist. We will provide a full refund for your purchase, including shipping fees for all damaged, defective, or wrongfully shipped items. If you are not happy with your purchase, don't hesitate to contact us as soon as possible to start processing your return and refund.
CONDITIONS FOR RETURN
CONDITIONS FOR RETURN
- You can only return goods within 14 days from the day you receive them. We advise our customers to examine the contents of their delivery as soon as it arrives. Once you are sure the items are damaged or wrongfully shipped, please initiate the return/refund process as soon as you can.
- Please kindly contact our customer service department and ask to return your order. Please do not return the package directly to the address on our website or on the package, which are not our return address.
- To be eligible for return/refund, the item must be in its original state. We will not accept the return of used, worn, washed, altered, or damaged goods. Please ensure that you leave the original tags on the items if you wish to return them.
- AII our items are made to order. This means that we do not stock extra items in our store. Once you place your order, it will be made specifically for you. Therefore, we will not accept returns of goods that are as per your order. Our return policy only accommodates damage or wrongful shipment of items.
- When you ship your return to us, please ensure that you keep your shipping receipt and tracking information. We are not liable for returned goods that are wrongfully shipped, damaged, or lost during shipping.
- Once you receive an item that you think is defective, damaged, or wrongfully shipped, please take images of the original package. This will help us fast-track the processing of your return, partial refund, or full refund.
- Once we receive your returned goods, we will inspect your order and notify you that we have received them. Once your return is processed and approved, we will initiate the refund process via the original payment method. Depending on your card issuer's policies, you can expect to receive your credit within a few days.
GENERAL RETURN POLICY
GENERAL RETURN POLICY
For All Standard/Custom Size Orders
HEYPROM will process a full refund, plus a shipping fee for all damaged, defective, or wrongfully shipped goods. If you are unsatisfied with your order, please take images of the original order so that we can process your refund.
If you change your mind about the order, please process the return request within 14 days of receiving the order. Note that these are calendar days, so weekends are also considered. Therefore, it is in your best interest to contact our customer service department as soon as possible to process your return.
All undamaged returns should be shipped back in their original condition. We do not accept the return of worn, washed, altered, or damaged items. Also, ensure that all returned items are shipped back with their original tags. We may not issue a return for goods that do not meet these conditions or comply with our return policy.
Once you have submitted your return request and we have acknowledged receipt, it will take up to 7 business days to process your return, exchange, or refund. Please note that the time it takes to receive your credit depends on the policies of your card issuer or bank. Usually, it takes between 7 to 14 working days from most card issuers to process a refund.
All custom fit orders are tailor-made to your specifications. This essentially means that once the order is complete, it will be for you and you only. We can't resell a custom-fit order to another customer. Therefore, we will not process returns or refunds for custom-fit orders unless there is a quality issue. Before you place your order, please ensure that you go over and confirm details about the color, style, and measurements within 24 hours of finalizing your order.
If there is a quality issue, Such as clothing damage,please take images of the original shipment and contact our customer services Within 48 hours to request a return.We will notify you once your request has gone through, and a return or refund can be processed within seven days of receiving and inspecting your order.
Original shipping fee & return shipping fee will not be refunded.Although you may have enjoyed the discount on shipping, the original shipping fee is non-refundable. Postage costs will be deducted when you make a return.
When you make a return, we charge a 10% restocking fee on returns.
Keep in mind that All of Heyprom products are made-to-order to help reduce environmental waste and (to keep prices low for our customers) we charge these fees, which are automatically deducted from your refund amount.
Helpful Tips: To avoid any restocking fees, we suggest that you carefully review our size chart and "What Size Am I" Size guide before making a purchase.
Please Note: we reserve the right not to process the refund if they are returned in unacceptable condition.
How to cancel my order?
We understand that it is a very important undertaking to order a dress for your special occasion, and our cancellation policy was formulated with this in mind. However, it is important to note that our dresses are made to order. Once the tailoring process has begun, the materials cannot be reused. Please be informed that after placing your order, there is still time to change your mind. For details, please refer to our cancellation policy below.
Cancellation Policy
- Orders canceled within 24 hours of payment confirmation, Full refund of the price paid for the items + shipping fee
- Orders canceled within 24–72 hours after order confirmation, 80% refund of the price paid for the items + shipping fee
- Orders canceled within 72-120 hours after order confirmation, 50% refund of the price paid for the items + shipping fee
- Orders canceled beyond 120 hours after payment confirmation, Refund of shipping fee only
- Once your order has been shipped, it can no longer be canceled.
For All Style/Size Selection Orders
Please understand that all our dresses are made-to-order, which means the dresses you order are special for you. We put our heart into every dress,the dresses can't be restocked or resold if returned.For this reason, we can't accept "buy-many-keep-one" order. In order to reduce environmental waste and waste of resources, we do not suggest “buy-many-keep-one” order. Once your order is confirmed, we will think that you need all the items in your order and strictly follow our return and refund policy.
Adjustments And Reimbursements
If you wish to keep your order and make your adjustments, we can offer you a compensation. We understand that sometimes, some minor adjustments might need to be made to your order to get the perfect fit. Hence, we offer limited alterations reimbursement for all dresses. This includes both standard sizes and custom-made dresses. All you need to do is forward us a copy of the tailor's receipt and your order number. Here are our reimbursement limits for custom fit order dresses in USD:
For all dresses valued $99 or less - Reimbursement limit $20
For all dresses valued $100 - $159 - Reimbursement limit $30
For all dresses valued $160 - $199 - Reimbursement limit $40
For all dresses valued above $200 - Reimbursement limit $60
For All Final Sale Items
We will not be able to process any returns or refunds for Final Sale items.
Sizing And Fitting Issues
To allow for slight modifications, our tailors reserve additional fabric in the seams of all dresses. We understand that sometimes a finished gown might vary by approximately an inch in either direction of the specified measurements. This will allow you to make alterations so the dress can fit you perfectly.
Size Deviation
If your dress size differs from the specifications of your order by more than one inch, you are encouraged to find a local tailor to make adjustments. In this case, we offer limited alterations reimbursement. Should you choose this option, please remember to request a receipt from your tailor. The copy of the receipt must be provided to request reimbursement.
Color Mismatch
Concerning color mismatch, please note that there might be a slight color deviation due to your computer screen or mobile device settings. However, if you are convinced that the color is not what you ordered, please contact Customer Service to see if a return or refund is possible.
Hand-Made Issues
Most of our dresses are handmade by our experienced tailors so there might be some issues during the customization, we will not treat it as quality issues and no return and exchange.
We have some tips for you to deal with the issues.
1. Threads. Use scissors to cut it, please be careful.
2. Creases. Iron the clothes. Please iron the opposite side (inner side) of the clothes with beads, embroidery or other embellishments
3. Slight Mark. This is mainly caused by tailors when using a water erasable pen for tailoring. It's easy to clean by gently rubbing with water.
4. Odor. Some certain fabrics will have a slight acetic acid smell after being specially dyed. You can pour a proper amount of clean water into the washing basin, add two spoons of white vinegar and half a bag of milk, soak the dresses for ten minutes and then rinse them with clean water.
Item is the size you ordered but does not fit
Please understand that items that do not fit properly but in accordance with the specifications you ordered cannot be returned or exchanged. Your option is to look for a local tailoring service at your own cost. Please note that if your order specifications differ greatly from the final sizing request, resizing may not be possible.
Exchange Policy
Do you wish to exchange your dress for a different size or item? Unfortunately, we currently don't offer an exchange service for any products at this time. All our dresses are made to order. Therefore we will not have any extra dresses for exchanging. If you want a different item, please return the order and start a new order from scratch.
Cancellation Policy
All our items are made-to-order, including standard-size items. If you wish to cancel an order for any reason, please refer to our cancelation policy below: Order-Cancellation Policy