Return policy
We offer partial or full refunds for items that have problems due to our mistake. This means if the problem is not caused by StarsProm, we cannot guarantee a refund as we do not offer free returns
Return Guide:
1.If you are not satisfied with your order, please contact our customer service at starsprom@outlook.com within 3 days of delivery date with your order number.
2.Please tell the customer service the reason for your return and provide the pictures or video of the product you received.
3.Once your request is approved, you should send the item to us within 7days. (You are responsible for the shipping costs. We have no control over international shipping costs, so please know the approximate shipping costs before ordering, we do not have a return label).
4. When we receive the returned package, we will inspect the item to ensure it is in original condition .we will refund via your original payment method within 3 days (processing time depends on your payment method and bank).Shipping costs and coupons are not refundable.
5.We do not accept returns for the following situations:
- We do not accept returns on items that are worn or damaged due to improper cleaning methods.
- We do not accept orders which buy multiple pieces to choose one，this is not part of our return policy.
-We do not accept returns on custom sizes and custom orders.
Custom dresses are made specifically to the measurements you provide (bust, waist, hips, height and hollow to floor). This means that once the garment is made, it cannot be worn by anyone else. Therefore, we are unable to accept any returns on custom-made gowns. Nonetheless, we will discuss with you methods that may help.
Note:
We try our best to get the color shown in the photos to be true to the original although color representation can vary per individual computer monitors as the brightness setting on your monitor may affect how the color is shown. The color difference is unable to be 100% avoided, if you worried, you are always welcome to request the fabric sample.