Refund policy
Returns & Refunds
Standard-size change-of-mind returns
For a standard-size dress that is not marked Final Sale, you may request a change-of-mind return within 14 calendar days after delivery. Email hello@promspark.com with your order number and reason for the request. Wait for authorization and return instructions before sending the dress. An unauthorized return may be refused.
The dress must be unworn, unwashed, unaltered, undamaged, and in new condition, with its original tags and ribbons attached. It must be free from makeup, stains, deodorant marks, odors, and pet hair. Follow the shipping instructions provided with your authorization and share tracking details when available. A return that does not meet these conditions may be refused, subject to applicable law.
For an approved change-of-mind return, you pay return shipping and any related return duties, taxes, or brokerage fees. If we provide a prepaid label for convenience, its cost is deducted from your refund. A 15% restocking fee is deducted from the dress refund, and the original shipping charge is not refunded.
Custom size, Final Sale, and product issues
Custom-size dresses made to your measurements, personalized or altered items, and items clearly marked Final Sale are not eligible for change-of-mind returns. This does not remove remedies for a damaged, defective, incorrect, or materially misdescribed item, or any rights required by applicable law.
If we sent the wrong item or the dress is damaged, defective, or materially not as described, contact us promptly with your order number and photographs of the issue. We will review the order and explain the available remedy. For an issue we are responsible for, PromSpark covers the entire cost of return shipping, including applicable return duties, taxes, and brokerage fees, and provides a prepaid return label. The change-of-mind return shipping charge and 15% restocking fee do not apply.
Refund timing
After we receive and inspect an approved return, we initiate the refund to the original payment method within 3 business days and send a confirmation. The time for funds to appear in your account depends on your bank or payment provider.
Standard-size exchanges
A standard-size dress in original returnable condition may be postmarked for exchange within 45 days after delivery. The 15% restocking fee is waived for an approved exchange; you pay return shipping for a change-of-mind exchange, and the original shipping charge is not refunded. We do not process direct swaps: contact support first, return the original dress under the exchange instructions, and place a separate order for the replacement. After the approved return is received and inspected, we refund the original dress price to the original payment method.
Order cancellation
Our dresses are made to order from a single cut, and the fabric cannot be reused. Except for the custom-size cancellation condition below, orders can be cancelled for a full refund as long as they have not shipped. Once an order has shipped, the applicable return policy applies.
If you request cancellation of a custom-size item more than 72 hours after placing the order, a 20% cancellation fee is deducted from the payment.
For return, exchange, or cancellation questions, email hello@promspark.com with your order number. Returns from multiple orders should not be combined in one package.