Return & Cancellation Policy

Customer Care & Satisfaction

Return & Cancellation Policy

Your satisfaction is our highest priority. Because each Kateprom gown is carefully tailored to order, please review our transparent return, exchange, and cancellation guidelines below.

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Quality Guarantee

Defective, damaged in transit, or mis-shipped dresses are 100% eligible for replacement or full refund.

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3-Day Inspection Window

Please contact our team within 3 days of delivery to report any issues or initiate a return request.

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Made-to-Order Notice

Custom-sized gowns tailored to your submitted body measurements cannot be returned for fit preference.

Order Cancellation Policy

Because our gowns are handcrafted upon order confirmation, fabric sourcing and artisan cutting begin almost immediately. If you need to cancel an order, the following refund schedule applies:

Cancellation Window	Product Price Refund	Shipping Refund
Within 5 hours of payment	90% refund	100% refund
Within 8 hours of payment	70% refund	100% refund
Within 12 hours of payment	50% refund	100% refund
After 24 hours / In Production	Non-refundable (materials cut)	100% refund (if unshipped)

Note: Once your package has been dispatched from our workshop, the order cannot be canceled.

Sizing & Fitting Guidelines

Standard Sized Dresses

Standard-sized gowns (US 2 to US 26W) in unworn, unaltered condition with original tags intact may be returned for a refund within our return window. Return postage is the customer's responsibility.

Custom Made-to-Measure Gowns

Because custom gowns are made specifically to individual measurements and customized color specifications, they cannot be returned or refunded for subjective fit or preference reasons once made accurately according to your submitted order dimensions.

Size Discrepancy Assistance

All our gowns are handcrafted with extra seam allowance to permit easy local adjustments. If your finished dress deviates by more than 1 inch from your submitted measurements, please email flat measurement photos with a measuring tape to kateprom.service@gmail.com. We offer:

A local alteration reimbursement allowance (up to 10% of dress price).
Or complimentary tailoring adjustments at our workshop.

European Union (EU) Customers — 14-Day Right of Withdrawal

In accordance with EU consumer regulations, customers residing in European Union countries have the right to withdraw from their purchase of standard, non-customized goods within 14 calendar days of receiving their delivery without providing a reason. To exercise this right, contact our customer support team within the 14-day window.

How to Initiate a Return (4 Simple Steps)

Submit Request: Email kateprom.service@gmail.com within 3 days of receiving your package. Include your order number, clear photographs, and the reason for return.

Receive Authorization: Once approved, our team will provide return instructions and the authorized return mailing address.

Ship Your Return: Mail the item in its original condition (unworn, unwashed, unaltered, tags intact) using a tracked postal service and share the tracking number with us.

Inspection & Refund: Upon receiving and inspecting the returned item, your refund will be processed within 3–5 business days back to your original payment method.

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Learn more about our shipping timelines, payment security, and FAQs:

Shipping Policy Payment Policy FAQ

Need assistance with an existing order or return request?

Our customer care team is here to assist. Email us at kateprom.service@gmail.com or kateprom@outlook.com.