Shipping & returns
Shipping & Returns
Learn how to confirm production timing, review shipping options and standard-size returns, and check custom-size conditions before ordering.
Timing
Production and delivery are separate steps
Order timing and delivery
Order timing can vary by selected style, color, size, and eligible personalization. Check the product information and contact support to confirm production timing for your selected dress before ordering for a specific date.
Shipping transit time
Shipping transit begins after production and is separate from the production window. Review the available shipping details at checkout for your destination.
Event dates
Ordering for a specific date? Tell us before checkout or message support. We will help confirm whether the timeline makes sense before you pay.
Rush needs
If your event is close, ask whether a faster option is available for your selected style before ordering. Do not assume rush production is offered.
Returns
Standard sizes and custom orders
Standard sizes
For a standard-size dress not marked final sale, you may request a return for a change of mind within 14 calendar days after delivery. The dress must be unworn, unwashed, unaltered, undamaged, and returned with its original tags. You pay return shipping, a 15% restocking fee is deducted from the dress refund, and the original shipping charge is not refunded. Contact support for return instructions before sending anything back.
Custom orders
Dresses made to your measurements are not eligible for change-of-mind returns. This does not affect your rights if an item is damaged, defective, materially not as described, or otherwise covered by applicable law. Check your measurements and selected options before ordering.
Something wrong?
If a gown arrives damaged, defective, wrong, or materially not as described, contact us promptly with your order number and photos of the issue. Change-of-mind return fees do not apply to an issue we are responsible for. We will review the order and explain the available remedy; this does not limit your rights under applicable law.
Changes and cancellations
Contact support as soon as possible with your order number if you need a change or cancellation. Availability depends on whether production, personalization, or shipment has started; see the Terms of Service before ordering.
Before sending a return
Email hello@promspark.com with your order number, the reason for return, and photos if relevant. Wait for return instructions before shipping an item. After an approved return is received and inspected, we initiate any refund to the original payment method within 3 business days; the time for funds to appear depends on the payment provider.