Frequently Asked Questions
Q. What is your Return Policy?
A. We hope that you love your dress when you receive it, but we do understand that sometimes it is hard to choose the correct size. If you have received your dress and it is too large or too small, you can exchange the dress one time for another size in that same style and color if still available at the time the exchange is requested. All exchanges are subject to our exchange policy. All International orders, sale merchandise, and jewelry/accessories are a FINAL SALE and are not exchangeable.
Q. How do I place an order?
A. Once you find the item you are interested in click on it and you will be taken to the products detail page. On that page, you can select your size and color. Once you have everything you need, simply select the option to "add to cart" and you can check out at anytime by selecting the checkout button. We have one of the easiest check out processes online. You can also order over the phone with one of our customer service representatives.
Q. What types of Payment do you accept?
A. We accept all major credit cards, including AMEX, Visa, MasterCard, Discover. We do not have down payments or layaways. At this time we do not accept paypal or money orders.
Q. Is this dress available and when will I receive it?
A. Inventory moves very quickly especially during prom season so we are not able to accurately check stock on a particular dress. We are not able to confirm ship dates until the order is placed for a dress. The website is updated with as much information as we have available including if a dress won't be shipping out until a later date.
Q. Are you an authorized retailer?
A. We are an authorized retailer of all of the designers that are shown on the webpage. All of the dresses are authentic and directly from the manufacturers.
Q. Is the information I send over the Internet safe?
Q. How will my item(s) be shipped?
A. All shipping information is outlined in our shipping page.
Q. How do I use the search option of your site?
A. You can search by color, by designer, by occasion, by dress type, by price, or by style number. You can search all those categories at once and even sort by price and popularity once you've filtered your dresses.
Q. How long does it take to receive the product I order?
A. Once your order has been placed it will be processed as quickly as possible. Most dresses are in stock or will be ready within 10 days. If such a case exists where the dress will take longer we will look at your need and wear date to make sure we can get it in time. All orders will receive an estimated ship date as soon as one is determined. The shipping method you choose takes place from the estimated shipping date not from the date of your order and all shipping days are business days, weekends and holidays are not included.
Q. What happens after I place an order?
A. After you place an order, you will receive a processing email letting you know your order was received. Next, you will receive a confirmation email with an estimated ship date for your order. Lastly, you will be sent a shipped email with a tracking number for your package. If for some reason the item you ordered is not available before your wear date, we will notify you after your order has been processed and suggest other products very similar to what you were looking for, your card will not be charged until we can fulfill your order. Most dresses are in stock or will be ready within 10 days. If such a case exists where the dress will take longer we will look at your need and wear date to make sure we can get it in time. All orders will receive an estimated ship date as soon as it is determined. The shipping method you choose takes place from the estimated shipping date not from the date of your order and all shipping days are business days, weekends and holidays are not included.
Q. How do I check the status of my order?
A. Simply log in to your account you have established at www.PromDressShop.com. There you can check the status of your order using your email and order # or account password.
Q. What if my dress is not available?
A. If your dress is not in stock and for some reason we cannot order it directly from the designer, we will notify you and give you other options to choose from or you can cancel your order. We leave the images up of all dresses even if they are not immediately available because some customers order a year or two in advance and for those cases we can still get their dresses made. If a dress is truly out of stock it is indicated.
Q. When is my credit card charged?
A. Your card is not charged until we can fulfill your order.
Q. My credit card was declined, why is that?
A. Please confirm that all of the numbers were typed in correctly for the card. Also your bank might have a daily limit on your card or you may have a security feature that does not allow you to make purchases outside of your state or country.
Q. What are the length of your dresses?
A. The dresses are 58-60 inches long on average.
Q. Can my shipping and billing address be different?
A. Yes they can be different but it can delay the process of your order. You will be contacted by our fraud prevention department for further information regarding the order.
Q. How do I find the correct size?
A. On every product detail page you will have the option to view the size chart for the designer of the dress you are ordering. If you are in between sizes we suggest going up to the larger size because those alterations are easier. Keep in mind that over 90% of special occasion dresses need alterations. We are not responsible for dresses that do not fit, those size charts are direct from the manufacturers and they cut their dresses according to those size measurements.
Q. What is a wear date?
A. A wear date is the date in which you need the dress for or the latest that you will accept the dress. The longer the wear date the better chance of you receiving your dream dress.
Q. What if I want a dress in a color that is not listed?
A. The colors that we list on the product detail page are the only colors in which that style dress is produced in. We also show all the pictures we have available so if the picture is not shown we can not show you that dress in that color
Q. Can I see the dress in other colors?
A. Unfortunately we are only allowed to send or post pictures provided to us by the manufacturers of the dresses we sell. Not all colors of the dresses are pictured by the manufacturers and therefore all the pictures you see are the only ones we have available. Only thing you can try to do is find another dress by that same company called the same color and it will be the same depending on the fabric.
Q. Where is your store located?
A. Sorry we don't have a store we are online only. However, we do stock over 10,000 dresses in our warehouses ready to ship. Office location is 503 N Main St Wilmington, IL 60481.
Q. Do you have a catalog?
A. We no longer have catalogs, but everything we sell is shown on our website.
Q. How much are shipping cost?
A. The methods that are available and the cost to ship to your address will be calculated for you when you check out and then you can choose which shipping method you want. Free ground shipping on all non sale dresses.
Q. Do we ship internationally?
A. We do ship anywhere in the world. The methods that are available and the cost to ship to your address will be calculated for you when you check out and then you can choose which shipping method you want. We do not have the ability to quote shipping prices on live chat, email or phone but the price will be given to you before you checkout so you know how much it costs. Customers are responsible for taxes and duties once the dress arrives in your country.
Q. How long will it take to get the dress I want to order?
A. Because there are 100's of orders coming in daily there is no way for us to provide a guaranteed ship date until after you place an order. Inventory moves very fast. All you have to do when you order is put the date you need the dress by and the order department will let you know if they can deliver it by that date. If for some reason they can not meet your date your card will not even be charged.
Q. Do you rent dresses?
A. Sorry we do not rent dresses.
Q. Why is my order still processing?
A. Our order department does everything possible to confirm your order as quickly as possible. As soon as they are able to contact the warehouse and confirm a ship date, you will receive a confirmation email.
Q. How do I upgrade my shipping?
A. Simply respond to your confirmation email with the method you would like to change it to.
Q. What is an estimated ship date?
A. Your estimated ship date is the date the dress is estimated to ship out. This can sometimes vary by a day or two but most times it ships earlier. Please note this is not your delivery date it is the date we are receiving the dress from the warehouse and plan to ship it out to you.
Q. When should I start shopping for my prom dress?
A. We suggest starting as soon as possible to ensure availability of the dress that you choose. Inventory moves very quickly so the sooner that you order your dress the better chance that you will be able to receive your dream dress in time for your event!
Q. Why haven't you responded to my email?
A. During prom season please be aware that it can take 24-72 hours for an email response as we have a large quantity of emails due to the time of the year. Also please make sure that you have added our email address to your list of accepted addresses so that our response does not go to your spam folder.
Q. Can I get a dress with extra length?
A. Please email with style number and we can find further information for you. Some designers can make extra length, but it would be a special order that takes 8-12 weeks.
Q. Why can I no longer find the dress that I found before?
A. Once an item has no more available stock and the manufacturer is no longer making it, it is removed from our webpage as available and will no longer show up in searches.
Q. Why was my order status changed to cancelled?
A. Your order will be cancelled if it was in the out of stock status or bad credit card status and we have not received a response from you to update the order.
Q. Why was I charged Sales Tax?
A. Since our company is based in Illinois, we are required by law to charge sales tax on any purchase being shipped within Illinois.
Q. Do you have gift cards available?
A. Yes we offer $25, $50, and $100 gift cards available for purchase that make great gifts!