return policy

Return Policy

RETURN & CANCELLATION

Request regarding an after-sale problem must be issued within 15 days after the item arrives.

Get reply in 24 working hours.

We offer alteration reimbursement for dresses.

At Pomuyoo, we are committed to providing the best service for our valued customers. If you receive your package and find any quality issues with our product, please contact our customer service team ASAP. Our team will reply to resolve any issues and ensure that you receive the product that you'll love.

Please note that any request regarding an after-sale problem must be issued within 15 days after the item arrives. And our refund policy is product-specific, so please refer to our refund policy page or contact us for more information.

Note: Any returned items without informing and contacting us in advance, no refund will be initiated.

Cancellation Policy

  • Please note that our dresses are made to order, we will process the order as soon as payment received. Once the tailoring process has begun, there will be Labor Costs and Material Costs.
  1. Unpaid orders will be automatically cancelled.
  2. Please contact us at service@pomuyoo.com in 24 hours after order confirmation. You’ll get a full refund after canceling the order.
  3. Within 24-72 hours, you will get 70% product price refund and 100% shipping cost refund.
  4. More than 72 hours, you will get 50% product price refund and 100% shipping cost refund since we may have made your dress.
  5. Once your order is shipped, it cannot be cancelled. (However, we will be more than happy to assist you with the return of your item once you have received it.)
  • After payment, you will receive an order confirmation email. Please reply to the email within 24 hours if you need to change any information. Any changes made after we start tailoring may result in extra costs, as it may require the use of new materials. To avoid any additional fees, please clearly communicate any changes by replying to the order confirmation email within 24 hours after payment.

Return Policy:

β‘  For All Standard Size Orders

We offer a full refund if the dress doesn't fit. However, please note that the shipping and rush fees will not be refunded. Additionally, the charges for shipping the dress back to us will be borne by you, the customer. So please double check your measurements and color selection before placing your order to avoid any issues.

We assure a hassle-free experience with our full refund policy, including shipping and rush fees (if applicable), for any standard-size dresses that are damaged, defective, or mis-shipped. Please provide pictures as proof of quality issues.

The item must be shipped back within 15 days including weekends after its delivery to you. Therefore, please contact our customer service to process the return issue soon.

β‘‘ For All Custom Fit Orders

Customized dresses are made just for you and no one else. So we are sorry that we cannot accept returns on custom 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.

If you receive a damaged or defective dress that is caused by Pomuyoo, please kindly send us an email at service@pomuyoo.com as soon as possible. Our team will promptly review your request and follow up with any necessary steps.

However, if you need any alterations, please take your dress to a local seamstress, and we will reimburse you for the cost of the alteration. (To be eligible for reimbursement, please send us a picture of your receipt from the tailor.)

β‘’ Return Conditions

  • The following items are not returnable:
    • Custom Size Dresses
    • Custom Color Dresses
    • Custom Style Dresses
    • Swatches
    • Final Sale Items
  • All returnable items must be unwashed, unworn, and in original condition with their tags still attached. Returns will not be accepted for any items with obvious signs of wear, alterations, or missing tags.
  • Please do not ship items back to us without prior approval. If you need to return an item, please contact our customer service team first to obtain approval and further instructions. Orders that are sent back to us without approval may be rejected, and we want to ensure that your return is processed smoothly and efficiently.
  • No returns or exchanges will be accepted after 15 days of receipt.

β‘£ How To Return

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

  • Please supply photos or other evidence that clearly shows the problems, including quality issues, damage during shipping, color/ style/ size errors.
  • All returned items must be in original condition, unwashed, unaltered, undamaged, clean and with the original tags and packaging.

Please note:

  • Please contact us to get a return address.
  • Please send back the dress with the original packing we use.
  • Please send us the tracking number of your return package. (We are unable to arrange a refund without this information.)

You need to pay the shipping fee from your address to Pomuyoo when you returned it back. After we received your returned dress, the refund will be processed within 3~5 workdays.

Reimbursements Policy

All of our dresses are hand-sewn and custom-tailored to ensure the perfect fit. While we strive to make each dress according to the specified measurements, please note that the finished dress may vary by approximately one (1) inch in either direction. We kindly ask for your understanding that there may be a slight difference due to manual measurements.

We understand that every customer wants a dress that fits perfectly, which is why our seamstresses have created all of our dresses with additional fabric in the seams, allowing for easy size modifications if needed.

For additional assistance and help, we offer a limited alteration reimbursement of up to 40% of the dress price for all dresses (both standard size dresses and custom size dresses). Simply send an email to service@pomuyoo.com with a picture of your receipt from the tailor, and we'll proceed the refund ASAP.

Exchange Policy

We are sorry that we are currently unable to offer an exchange service for dresses. If you have purchased an item and would like to exchange it for a different size, style, or color, you will need to return the item for a refund and place a new order for the correct item.

Please Note: You need to pay the shipping fee from your address to Pomuyoo when you return it back.

Popular Questions

  • If your item is eligible for a size or color change, please contact our customer service team within 24 hours after placing your order with your order number and desired changes (such as size, color or measurements).
  • NOTE: Making changes to an order can affect delivery times. Depending on the type of change, this may result in a delay in the original delivery time.
  • 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 Pomuyoo, please kindly send us an email atΒ service@pomuyoo.comΒ as soon as possible. Please attach 3-5 high-quality, well-lit photographs of the item you're inquiring about, along with your order number. Our team will promptly review your request and follow up with any necessary steps.
  • At Pomuyoo, we create hand-sewn, custom-tailored dresses. Due to this process, theΒ finished gownΒ may vary by approximately one inch in either direction of the specified measurements. To ensure a perfect fit, we have added extra fabric to the seams for easy size modifications. For additional assistance and help, we offer a limited alteration reimbursement.
  • We understand that ordering the correct size can sometimes be a challenge, which is why we encourage you to find a local seamstress to make adjustments if the size of your dress differs from the specifications you ordered. We will gladly offer you some reimbursement for the altered fee, and to do so, we require a photo copy of the receipt from your seamstress when you request reimbursement. If we make the dress in wrong size for you, you can return the dress to us, and get a refund.

If you carefully follow our size chart guide before selecting your size, we are confident that your dress(es) will fit you perfectly. As our dresses are made with additional fabric in the seams, you can make minor adjustments at a local tailor.

We do our best to provide accurate photos of our dresses, but there may be slight variations in color due to computer screen settings and lighting. However, if you are certain that you have received the item in a wrong color, please contact us. Our team is here to assist you with any questions or concerns you may have.
Please email us at service@pomuyoo.com if you have any further question.