Returns & Cancellations

Bought online? You have 14 days to change your mind. The 14 days start the day after your dress arrives, and you don't have to give a reason.

This is your legal right under the Consumer Contracts Regulations 2013 for anything you order from us online, by phone or by message. Our dresses are standard sizes, so it applies to every one of them — unless it has been customised or adjusted for you.

Customised or adjusted? No returns. If you ask us to customise or adjust a dress before we send it — its colour, its length, its fit — it is made to your specification, and the right to cancel does not apply to it. A dress adjusted after it arrives, by us or anyone else, cannot be sold again as new, so a change-of-mind refund on it can be reduced by up to its full price (see below). Neither affects your rights if the dress is faulty.

• Tell us within the 14 days. Email dresscodeprom@gmail.com, WhatsApp us on 07537 999111, or send us the cancellation form below. Any clear message saying you want to cancel is enough. Quote your order number.
• Send the dress back within 14 days of telling us, to Dress Code Prom, 57 Nags Head Lane, Brentwood, Essex, CM14 5NL, United Kingdom.
• You pay the cost of sending it back, unless it is faulty or not what you ordered (see below). Use a tracked service and keep your proof of postage.
• Changed your mind before we have sent it? Just tell us. You get a full refund and there is nothing to send back.

Try your dress on the way you would in a fitting room. If it has been handled more than that — worn out, washed, altered, marked with make-up or fake tan, smelling of perfume or smoke, or with its tags cut off — we can reduce your refund by the value it has lost. That can be the full price if it can no longer be sold, which is what happens to a dress that has been to a prom. If we make a reduction, we will tell you why.

When an order is cancelled or refunded, the dress is released from the one-dress-per-school register, so it becomes available to someone else at your school.

Bought in the showroom? The 14-day right to cancel is for orders placed at a distance. It does not apply to a dress you buy in person in the showroom, so we cannot take a showroom purchase back because you have changed your mind. If it is faulty or not as described, your rights below apply in full, wherever you bought it.

You don't have to use this form — any clear message works. If you want to, copy it into an email or a WhatsApp, fill in the gaps and send it to us.

• To: MASE HOLDINGS LTD, trading as Dress Code Prom, 57 Nags Head Lane, Brentwood, Essex, CM14 5NL, United Kingdom. Email: dresscodeprom@gmail.com
• I hereby give notice that I cancel my contract of sale of the following goods: [the dress, and your order number]
• Ordered on: [date] / Received on: [date]
• Name:
• Address:
• Signature (only if you send this form on paper):
• Date:

Under the Consumer Rights Act 2015 every dress we sell you must be of satisfactory quality, fit for purpose and as described. That applies whether you bought it online or in the showroom, and nothing in this policy or our terms changes it.

In the first six months it is for us to show that a fault was not present at delivery, not for you to show that it was.

This also covers a dress that is not the one you ordered — the wrong style, colour or size. That is not a change of mind. It is our mistake, and we will put it right.

We do not charge you to return a faulty garment. Contact us first and we will arrange collection or reimburse reasonable postage.

The following are characteristics of a dress rather than defects:

• Small variations in beading, sequins or embellishment from one dress to the next.
• Differences between the colour on your screen and the dress in daylight.
• Loose threads or a few beads that need securing on arrival, which we will resolve for you.

If you are unsure whether what you are seeing is a fault, send us a photograph and we will tell you honestly.

Every dress is checked in-house before it reaches you, and anything that needs correcting is put right before it is sent.

If the fit is not right when it arrives, tell us. What can be done depends on the dress — how it is cut, the fabric, and the change you need — so we will look at it with you and tell you what is possible and what it would cost before any work begins.

Bear in mind that an adjusted dress cannot be sold again as new, so once it has been adjusted it cannot come back for a full refund because you have changed your mind — see Changing your mind above.

A garment that is faulty or not as described is a different matter entirely. That is covered under Faults above, and your statutory rights apply in full.

• Contact us at dresscodeprom@gmail.com, on 07537 999111, or on WhatsApp at 07537 999111, quoting your order number.
• Changing your mind: tell us you are cancelling, then post the dress back as set out under Changing your mind above.
• A fault: tell us what is wrong and send photographs. This often saves a return journey. We will tell you whether to send the dress back and how, so please speak to us before posting it.
• Keep the dress unworn, with its tags on, and in its original packaging while we sort it out.

Refunds go back to the card you paid with. For a change of mind, the timing is in the table above. For a fault, we refund you within 14 days of agreeing that you are entitled to it. Your bank may take a few more working days to show it.

Nothing in this policy affects your legal rights. If you would like free, independent advice about them, contact Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.