Return & Refund
We hope you love your purchase! If not, we offer easy returns within 7 business days of delivery.
How to Start a Return
1. Contact Us First
Email service@promlly.com within 7 business days of receiving your order. Specify which item(s) you’d like to return and why. Unauthorized returns will not be accepted.
2. Pack Your Items
Once approved, follow the instructions provided. Repack items in original packaging and clearly mark your order number (e.g., GB1688) on the outside.
3. Ship Your Return
Send the package within 3–5 business days after receiving return instructions.
4. Refund Processing
Refunds are issued within 7 business days after we receive your return. You will receive a confirmation email once processed. Funds typically appear in your account within 6–8 business days.
Note: Return shipping and original shipping fees are non-refundable. Return shipping costs are borne by the customer.
Return Conditions
- Returns accepted within 7 business days of delivery.
- Items must be unused, unwashed, undamaged and retain original tags.
- The following cannot be returned or exchanged:
- Clearance items
- Accessories
- Custom-made items
- Flash sale items
- Free gifts
- Items marked “Final Sale”
- Unauthorized or worn/altered returns will not be accepted.
- Return shipping is not covered; we do not accept Freight To Collect (FTC) service.
- We are not responsible for lost or damaged returns, or customs delays. Keep your tracking number.
- No refunds for packages lost or returned due to incorrect address, missing info, customs refusal or recipient unavailability.
Fees
- $5 handling fee per item applies.
- 15% restocking fee for returns of 2–3 items (single or multiple orders).
- 30% restocking fee for returns of 4 or more items.
Custom Size Orders
Custom-sized dresses are made to your exact measurements and cannot be returned. Please review all details carefully before placing your order.
Need minor alterations? We offer limited tailoring reimbursement. Send a copy of your receipt and your order number, and we will assist you further.
Personalised & Personal Care Items
All personalised and personal care items (e.g., lingerie, swimwear, earrings) are final sale due to hygiene reasons. No returns or exchanges are accepted.