When you purchase a dress directly from our shop, you are not automatically entitled to a refund simply because you have changed your mind.

Where we offer a return or exchange as a goodwill gesture, the item must:

• Be returned within the period agreed at the time of purchase.

• Be completely unworn and in its original condition.

• Have all original labels and tags attached.

• Not have been altered, modified or damaged.

• Not have any marks, stains, makeup, fake tan, perfume or other signs of wear.

• Be returned with any original packaging, accessories or other items supplied with the dress.

We reserve the right to refuse a discretionary return or exchange where these conditions have not been met.

Many of our dresses are ordered specifically for individual customers.

Once a special-order dress has been ordered from our supplier, we may be unable to cancel the order or offer a refund where you subsequently change your mind, select a different style or colour, or decide that you no longer require the dress.

Before placing a special order, customers are responsible for checking and confirming the:

• Dress style and design.

• Colour

• Size

• Order details.

• Any other specifications agreed at the time of purchase.

Once the order has been confirmed with our supplier, changes may not be possible.

This does not affect your statutory rights where the dress is faulty, incorrectly supplied or does not conform to the contract.

Where a dress has been made specifically to your measurements or has been personalised or customised to your requirements, cancellation and return rights may be restricted.

This can include dresses that have been specially manufactured, customised or altered to your individual requirements.

We will advise you before placing an order if an item falls into this category.

Once a dress has been altered, it cannot normally be returned or exchanged because you have changed your mind.

This includes, but is not limited to:

• Hemming or shortening.

• Taking a dress in or letting it out.

• Altering straps.

• Altering sleeves.

• Changing the neckline.

• Adding or removing features.

• Other alterations or modifications requested by the customer.

This restriction does not affect your statutory rights.

Unless otherwise stated, sale, clearance and discounted dresses purchased in store are sold on the same basis as full-price items.

Change-of-mind returns or exchanges are not offered on these items unless we have specifically agreed otherwise.

A reduction in price does not remove your statutory rights. However, where a particular fault or defect has been specifically brought to your attention before purchase and you choose to purchase the item knowing about that fault, you cannot normally subsequently rely on that same fault as the basis for a claim.

Your statutory rights are not affected by this policy.

If you believe that your dress is faulty, damaged, incorrectly supplied or not as described, please contact us as soon as possible.

Please provide details of the problem and, where appropriate, photographs so that we can assess the issue.

Please do not have the dress altered, repaired, cleaned or otherwise modified before contacting us, as this may make it more difficult to establish the original problem.

Where a genuine fault exists, we will provide the appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

If you purchase a dress from us online, different cancellation and return rights may apply.

Under the Consumer Contracts Regulations 2013, consumers generally have a right to cancel certain distance contracts within the applicable cancellation period, subject to legal exceptions.

This right does not generally apply to goods that are made to the consumer’s specifications or clearly personalised.

Where a cancellation right applies, the dress must be returned in an appropriate condition. You may be responsible for any loss in value resulting from handling the dress beyond what is reasonably necessary to establish its nature, characteristics and functionality.

Our online order confirmation and website checkout information will provide any additional information applicable to your order.

Prom dresses are delicate garments and should be handled with care.

When trying on a dress, we strongly recommend:

• Clean hands.

• No makeup or fake tan coming into contact with the dress.

• Appropriate underwear.

• Removing jewellery that could catch or damage the fabric.

• Taking care with shoes, flooring and other surfaces.

Before returning any item, please contact us so that we can confirm whether the item qualifies for a return, exchange or other remedy.

Where a return has been agreed, we will provide instructions on how the item should be returned.

Items returned without prior contact may experience delays in processing.

Where a refund is due, it will normally be made using the original payment method.

We may inspect the item before processing a refund.

Where a customer is legally entitled to a refund, we will process the refund in accordance with applicable consumer law.

A discretionary refund or exchange offered by us is subject to the conditions stated in this policy and any additional conditions agreed at the time of purchase.

Where a customer places an order for a special-order dress, any deposit or payment made towards that order may be non-refundable where the order has already been placed with our supplier and the customer subsequently changes their mind.

This does not apply where a refund is required by law, including where the goods are faulty, incorrectly supplied or otherwise do not conform to the contract.

We will explain any applicable deposit or payment terms before an order is placed.

Nothing in this policy is intended to remove or restrict any rights you have under UK consumer law.

In particular, the Consumer Rights Act 2015 provides consumers with rights where goods are not of satisfactory quality, are not fit for purpose, or are not as described.

Where your statutory rights provide a remedy, those rights take precedence over any discretionary returns policy.

If you have any questions regarding returns, exchanges, refunds or an order, please contact:

Proms & Pageants by Ceri

We are always happy to discuss any concerns and will deal with genuine problems fairly and in accordance with UK consumer law.