Exchange and Return
Hoprom.com takes pride in our quality products and service; we value our relationship with every customer and wish to create a satisfying and enjoyable shopping experience for you.
If you are not completely satisfied with your purchase, we accept exchange or returns of the dresses. Hoprom will make returns process as easy as possible. We are here to assist you with your exchange or return!
If you can’t find the answer to your questions about our Exchange, Return and Cancellation Policies on this page, please feel free to visit our Contact Us page for customer service assistance.
Cancelling Orders (Before delivery)
We know that it is very important for you ordering a dress for your special occasion and our cancelling policy is in accordance with this. However, it is IMPORTANT to note that our dresses and some accessories are made to order, and the materials cannot be reused once the creation process has begun. The good news is that after placing your order, there is still time to change your mind.
Please refer to our cancellation and return policies below for details.
All dress orders canceled within 24 hours will be eligible for a 90% partial refund.
All dress orders cannot be cancelled after 24 hours. If the dress is in processing, alteration service on size is not offered.
Return & Refund
--Any problems of the dress, please contact our service in 2 days (from the date that the item is received), and then send it back in 14 days with the same delivery company which we used to ship your dress.
--Customer needs to contact our customer support first before sending the products back to the designated returning address which will be provided to you by email. A refund will be preceded after receiving the returned package.
--Color aberration is existed due to the color effect by the PC monitor and lighting condition. So color aberration will not be included in the quality problem.
--Quality problem can be defined as obvious quality defects, failing following the customization requirement of customer, like the size deviation from the original size criteria.
For the dispute on size deviation, please take some photographs on the dress that shows the problem. You can do this way: lay the item on the ground and place a tape-measure to measure it, and then take photos. Customer must submit the photographs to us and Hoprom will have the designated personnel to take the dispute, they will respond within 24 hours.
--For the uniqueness of the product if the product is Custom Made, we can offer you a revise service based on your requirement. But the return or exchange of the dresses in Custom Made is not accepted.
--We don’t take any responsibility on the delay of the order which caused by your late remittance.
--We don’t accept the returning request on your received product just for you consider the product may not exactly the same as the changes you required on the original style of the item subjectively, since we will strictly follow your requirement on the order.
--We strictly made the items following the style and the material displayed on the site. All returning requests having the reasons like not the same as the picture on the website, not the material I like or I’m not satisfied with the quality etc., are not accepted.
--In the event of not satisfying with the received product. Please contact our customer service in time. We don't accept the returning of the goods you are not satisfied with which has no Return Authorization from us. We are neither responsible for the refund nor take over your dispute on the package missing during the return process which with no Return Authorization.
On the arrival of your package, you had better check the dress or clothing and make sure that it has been made to the specification. Please try on your dress when you receive it without removing the tags and altering. Washing is not wise if you want to return it.
Make sure the dresses are in their original condition when you return them- unworn, unwashed, unaltered, undamaged, clean, free of lint and hair and with tags intact and attached. Items with defection, damage or mis-shipped Items defection are eligible for a refund. When requesting your refund, please be ready to provide Customer Service photographs clearly showing the problems with the items. If you think your items were damaged during shipping, giving Customer Service photographs showing the damaged packaging as well as "Proof of Damage" documentation from your delivery carrier to process your refund.
For the wrong size or color, customers can exchange the dresses with us. We will provide the exchange service. Please contact with us.
Sizing or Fitting Issues
Since all of our dresses and clothing are hand-sewn and custom-tailored, the finished gowns may vary by approximately one inch in either direction of the specified measurements. To ensure that your item will still fit you perfectly, our tailors have created additional fabric in the seams of our dresses to allow minor size being modified easily.
Item is not the size you ordered
Should your item 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 some money as tailoring fee. If you choose this option, please remember to request a receipt from your tailor for the copy must be provided when requesting reimbursement. But we can not support the refund with the reason that the coustomer choose the wrong size by herself.
The settings of your computer screen may alter the color of the pictures shown on Hoprom.com. Slight color mismatches do not mean that the item is defective or mis-shipped. 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.
We encourage customers to keep the dresses if there is only a little problem; we will refund some money as alter fee to the people who alter their dresses in local. Also we will not be responsible for the fees of return.
When you ship the dress, please mark the price is 5-10 dollars, for the dress is valueless to you and please deliver the dress back with the same delivery company which we used.
Also, shipping fees will be deducted when we offer full refund.
We can only warrant you refund after we receive the item in good conditions as we send to you. And you should be responsible for the shipping fee.