FAQs

Returns, Refunds & Exchanges

1. When should I place an order?

We recommend that you place your order for the ball gown 4 to 6 weeks in advance, allowing for transportation time and possible alterations, so as to ensure that you have sufficient time to receive the gown.

2. How to track my orders?

The tracking information of the order will be sent to you via email once the order is dispatched or production is completed. If you haven't received the email containing the delivery details, please contact our customer service team and provide your order number. We will be more than happy to assist you!

3. How do I cancel my order?

Please contact us within 24 hours after the order confirmation: service@polardress.com. If the order is cancelled, you will receive a full refund.
After the payment is successful, you will receive an order confirmation email. If you need to change any information, please reply to this email within 24 hours. Once we start processing the order, any changes may incur additional fees as it might require the use of new materials. To avoid any additional charges, please reply to the order confirmation email within 24 hours after payment and clearly inform us of any changes you have.

4. What's your return & exchange policy?

All standard size orders: To provide a better shopping experience and customer service, Pomuyoo offers a full refund for all standard size orders if the dress does not fit or if you change your mind. However, please note that the shipping fee and express fee will not be refunded.


I'm sorry, but at present we are unable to offer a return service for dresses. If you have purchased the product and wish to exchange for a different size, style or color, you need to return the item and receive a refund first, and then place a new order for the correct product.


Note: When returning the item, you will be required to cover the shipping cost from your address to Polardress.

Please click here to learn more about the return and exchange policies.

5. Can I return customized size products?

We are sorry, but in general, we do not accept returns on custom-size dresses. However, if there are any damaged, defective or mis-shipped items, we will offer a refund or resend new ones to provide a hassle-free shopping experience.

6. Can I return defective,damaged or incorrect items?

If your items were damaged during delivery, we suggest you to take photos or video and get "Proof of Damage" documentation from the delivery carrier. Quality problem can be defined as obvious quality defects.

If you receive the damaged or defective dress that is caused by Polardress, please get in touch with us ASAP at service@polardress.com with your order number and valid photo proofs. We will verify the issue and then help you to solve the issue accordingly.

7. How to return the items?

Please submit a return request via email at service@polardress.com within 15 days of receiving your order to make sure you are eligible for a return.

For more details, please check our return policy.

8. When will I receive the refund?

In case of cancellation before shipment, we will initiate the refund process upon receiving your cancellation request.

For return orders, we will process the refund once we receive the returned package. Once the refund is processed on our end, we will send you a confirmation email, regardless of whether it is a cancellation or a return.

Please note that the refund may take around 3-7 business days to reflect in your account, depending on your bank or payment service.

Shipping

1. What if I want to receive my order faster?

If you need to receive your orders earlier than the normal delivery time, we offer expedited shipping, which takes about 3-7 business days to the US. (3-7 business days is just the shipping time, not including the processing time)

2. Can I change shipping address after the payment?

Please contact our customer service team within 24 hours after placing your order with your order number and desired changes. Please note that if we have already shipped your order, then we cannot change the shipping address.

3. How long does it take to receive a dress after ordering?

Usually, it takes 3 to 5 working days to process an order. For expedited delivery, it takes 3 to 7 working days, and for standard delivery, it takes 10 to 15 working days.

4. What is the shipping fee?

Shipping costs are automatically generated before you pay for your order. The shipping costs depend on the price of the product(s), shipping method and shipping countries.

5. What should I do if I don't receive my package?

We strive to ensure timely delivery of all packages to our customers' addresses. Upon shipment, we assign someone to track the package's status and assist the carrier in delivering it. We will also send you an email with the order's tracking number, allowing you to track the package's location. If you are unable to receive the package in person on the day of delivery, please contact your local carrier to arrange for a change in the delivery date or method. Generally, we require that you sign the package yourself.

If the package appears to have been signed for on the website, but you have not received it, please contact us immediately, as well as your local carrier. We will work with the carrier to resolve the issue.

Please feel free to reach out to us with any questions you may have before confirming receipt of the package, and we will be happy to assist you.

6 .Why my order takes so long?

Sorry for any inconvenience. As our products are made to order, it takes 3-5 business days as the processing time. Generally the delivery time for standard shipping is about 10-15 business days and only 3-7 business days for expedited shipping.

Payment

1. Why my payment was unsuccessful?

If you encounter a problem with your payment, you will receive an immediate prompt on the payment failure page. The error information typically includes:

"3100 Do Not Honor" or "3030 Payment Declined": This error indicates that your payment was declined by the credit card issuing bank. You need to call your credit card issuing bank to authorize the transaction and then try to make the payment again. If this error persists, please try a different credit card payment option.

Insufficient Funds: This error occurs when your credit card balance is not sufficient. Please add funds to your account or use a different credit card to make the payment.

Incorrect Information Entered: This error may be due to incorrect information such as card number, cardholder name, expiration date, security code, etc. Please verify the information and try to make the payment again.

2. Why I didn't receive the order confirmation email?

If you don't receive an order confirmation email, there may be the following reasons.

1. You didn't complete the payment.

2. You filled in the wrong email.

3. Please also check it in the junk box.

If all the above are verified, please contact us.

3. Can I add items to an order after it has been placed?

Sorry, we are unable to make any changes to your order after it's placed. If you need to add any items, please make the new order.