1. Our Commitment to Satisfaction 

Promnova focuses on providing high quality fashion dresses and offers an enjoyable shopping experience to all of our customers. Our Cancellation and Return Policies were made to help customers to handle all kinds of cancellation and return cases.

If you can't find an answer on this page, please email to promnovadress@gmail.com. Our service team will get back to you within 24 hours.

​2. Cancellation Policy

​​1). Unpaid order will not be processed. If you do not need it, please simply ignore it.
2). Order cancelled within 24 hours after the order is paid, you will be eligible for a full refund.
3). Cancellation within 24 to 72 hours after the order is paid you will get a partial refund consisting of 50% of the item price and the full shipping cost.
4). Cancellation within 72 to 120 hours after the order is paid you will get a partial refund consisting of ​​30% of the item price and the full shipping cost.
5). ​Cancel beyond 120 hours after the order is paid you will get a partial refund consisting ​​of ​10% of the item price and​​ the full shipping cost.
6). Once your dress is shipped, your order cannot be cancelled.
If you need to cancel your order, please email ​​promnovadress@gmail.com for help.

Please note that size and color can not be changed once the process has begun. If you really want to change size or color, Please contact us. 

3. Return Policy

3.1. Return Policies In Brief:
1). You can get a refund for Defective, Damaged or Mis-shipped items, Size Deviation & Color Mismatch problems, etc.
2). Please understand that dresses that do not fit properly but in accordance with the specifications you ordered cannot be returned or exchanged.
3). You are not allowed to exchange or refund for the situation of "Everything is right, but I just don't like".

Note: For detailed return policy, please read the following policy carefully.

3.2. General Return Policies

1). We DO NOT Refund unconditionally. Please email to promnovadress@gmail.com within 2 days after you received the item(s) if you want to return the item(s). Please attach some clear full sight pictures of your items in the email, which will help you to obtain more efficient help and solutions from us, we have taken photos of dresses before shipping to avoid fraud. Before you send back the parcels, please get prior approval from our Customer Service department. The after sales related emails should not be interrupted for more than 3 days.

2). Because all of our dresses are hand-made, there will be at most a 5% difference between the product photos on our website and the real dress you receive. If you request 100% the same as the picture, please don't make payment. 

3). Sizing or Fitting Issues: Our dress size is true to our Size chart. So please double check our size chart and make sure the size fits. We also offer custom sized dresses, no extra cost. As all of our dresses are hand-sewn and made to order, the finished dress may vary by approximately one inch in either direction of the specified measurements. We would check the size and measurements before we ship them. Therefore, the mistake on size and measurements are very rare. In addition, we put additional fabrics in the seams, you can make small adjustments at a local tailor shop. If you feel the size deviation is too large to be normal, please email to promnovadress@gmail.com to get help.

4). We only accept items in their original condition, and we cannot process any products that are returned without our approval. If you wish to return any or all parts of your order, you will need to contact customer service first and obtain a "Product Return" form that must be included with your package. Any returns without our approval can not get any refunds or exchanges. 

5). Mis-shipped products: Once we have confirmed your mis-shipped item (item shipped was not the item you ordered), we will be responsible for item exchange. You may also have the right to return the product and get a full refund. 

6). Color Errors: If the color of the item received is not what you ordered, then you are qualified to get a full refund.(please note that we will not accept any returned items by the color difference which is caused by your display monitor or the weather condition) 

7). Return Flawless Products: If you need to return flawless items, you have to pay 60% of the dress price as a restocking fee, and shipping cost is not returnable. And you need to pay the shipping cost to return the dress as well. Please note that returning packages need prior approval from the Customer Service Department. 


4. Return Process

1) Please email to promnovadress@gmail.com within 2 days upon receiving your item, including an explanation with photographs for the return. Returns will not be accepted without prior approval from Customer Service. 

2)  Once you receive the email from promnovadress@gmail.com which states the return is approved, please send back the items to the address listed in email as soon as possible, and please make sure to use local post office service.(such as Post Office, USPS, Royal Post…). 

3)  Once we receive the return item, we will process the case in 3 to 5 business days. Items returned in unacceptable condition will not be refunded and cannot be shipped back to you. Please allow up to two billing cycles for it to be credited to your account, please kindly note that the refund efficiency also depends on the credit card bank's processing-cycle. 

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