Terms & Conditions

Welcome to the promroyalty.com website terms and conditions. Please read through them carefully before placing your order.

By using this website and/or placing an order you agree to be bound by the terms and conditions set out below. Please also read our Privacy Statement regarding personal information provided by you.

Before placing an order, if you have any queries relating to these terms and conditions, please email our customer service team at contact@promroyalty.com.

We may change these terms from time to time without notice to you. Changes will apply to any subsequent orders received.

Once your order has been confirmed, we will not be able to make any changes.

Terms and Conditions Sections:

- Delivery
- Price and Purchasing Options
- Returns
- Product Info
- Purchase
- Purchase for hire
- Pre-order Purchases
- Dress Registration
- Privacy Policy
- Help
- General

Your delivery

Deliveries inside the UK:

Postage and packaging for the delivery of a dress costs £4. Your dress will be delivered in specialist packing and delivery is made by courier.

We dispatch all dresses on a Next Day Delivery service. When you receive your dress will depend on when it is dispatched.

The estimated delivery time of your dress will be stated under description tag/section on the product page of your chosen dress.

Please note that while we do all that we can to maintain these delivery times, they are not guaranteed and reliance should not be placed upon them. Please also note that if your order fails fraud checks or if you ask for your order to be delivered to a different address to your billing address, this will cause delays to your dispatch for which Prom Royalty cannot be held accountable.

Our couriers typically deliver 9am – 5.30pm. Our couriers only delivery on working days. Our couriers can deliver to your place of work.

A signature is required on delivery. Please note that it is not necessary for customers to wait at the delivery address as if you are not in when our couriers first try to deliver your prom gown they will take your order back and leave a delivery card with a telephone number on it. You can then call them to rearrange a more convenient delivery time any time up to 8pm on weekdays.

You can track your prom dress order by signing in to your Prom Royalty account using the SIGN UP/IN link at the top right of this page and the email and password you registered at the time of order.

Flexible re-delivery will in most cases ensure that no customer needs to take time off work in order to recieve a delivery. Prom Royalty assumes no responsibility for costs incurred by customers who choose to take time off work to receive a delivery.

Deliveries outside of the UK:

All taxes, customs duty and related charges are the sole responsibility of the customer.

Price and payment options

We accept Visa, Visa Delta, Visa Electron, Maestro, MasterCard and Solo.

All prices are inclusive of VAT. The total cost of the order is the price of the products ordered plus the delivery charge.

Credit Card Validation

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not for any reason, authorise payment then you will be notified of this immediately at the check-out stage.

In assessing your request for goods or services, we may use your information for the purposes of the prevention and detection of fraud. One of the purposes for which we may disclose your address and postcode details is to check against the IMRG Security Alert or any other Fraud Prevention Scheme.

All orders placed by credit and debit card must be placed in the name of the debit/credit card holder. This means that the name on the credit/debit card must be the same as the name in which the account is registered. Prom Royalty reserves the right to cancel orders which are paid for on a credit card which does not match the name of the person who holds the account under which the order was placed. Prom Royalty also reserves the right to recoup its costs in refunding amounts paid in respect of such orders.

At all times where we disclose your information it will remain secure. If you believe your details are incorrect you may correct those details by following the procedure set out in our privacy policy.

Returns

UK and EU returns:

You can return any prom gown for a goodwill refund or exchange within 7 days of the date of delivery, subject to our returns policy. Refunds will be credited to your original method of payment. You must notify us, by email, within 7 days of delivery of your item if you wish to return your order.

Our goodwill refunds policy is subject to the following:

1. All prom dresses are fitted with a security tag. Once this tag is broken we cannot give goodwill refunds or exchanges on a prom dress.

2. We can only give goodwill refunds on exchanges on prom gowns returned in their original condition.

3. We cannot give goodwill refunds or exchanges on:
i) prom gowns which have been worn (except for trying on for fit and appearance)
ii) prom gowns which are returned with any odour
iii) prom gowns which are returned to us damaged.
iv) prom gowns which are not returned in the same condition in which they were received.

4. Prom gowns must be returned in the original delivery box, with garment cover and all tags intact and attached to the garment.

All returned gowns are inspected before being added back to stock. If a gown is found to be damaged it will be at Prom Royalty's discretion to decide whether to offer the customer the opportunity to remedy the damage. It shall be the customer's sole responsbility to arrange for the damage to be remedied. If the customer is given the opportunity to remedy the damage and accepts this opportunity then all costs incurred in remedying the damage (including sending the item to the customer) shall be the customer's responsibility. The item will only be accepted for return if it is returned to Prom Royalty (within a period which it shall be at Prom Royalty's discretion to specify) in the same condition in which it was originaly sent out.

Returning an item

We are unable to accept returns unless you have contacted us by email and we have authorised your return.

All returns are organised exclusivley by email. It is the customer's responsibility to ensure that they check their email & provide the details necessary for organising the return of their item(s) within a reasonable time period.
Should we be unable to meet a planned collection (or collections) we will email you to make you aware of this. Responsibility then lies with you to reply to us by email to arrange another suitable collection date. Should you fail to do so within a reasonable time period you will no longer be entitled to return your item(s).

UK customers returning ball gowns:

We offer to collect dresses for just £4 from our customers based in Mainland Scotland, England and Wales (this policy applies to the dress on your order confirmation). All other customers are required to make their own arrangements to return dresses to us.

You will be eligible for a £4 return of your dress as long as you follow the instructions on your delivery note and your collection is arranged to take place on a week day within 7 days of your dress being delivered.

Should you choose to arrange a collection via Prom Royalty the item will remain your responsibility (and will be considered to be in your possession) until it has been collected by the courier. You should ensure that you obtain proof of collection (the yellow slip) from the courier.

Prom Royalty is able to collect from customer's friends, neighbours and family members, as well as from work places. Prom Royalty accepts no responsibility for costs incurred by customers whom choose ot take time off work in order to allow an item to be collected.

Our £4 returns collection/postage policy applies to the dress(es) shown on you order confirmation. Once you have made an exchange (i.e. the original dress that you ordered has been returned and a new dress delivered) any further returns or deliveries are organsied as a matter of courtesy at our discretion and will be charged to you. The charge for a return collection (within the UK) is £6 an the charge for delivery within the UK is £4. Both rates are far lower than a customer would be able to achieve themselves.

UK customers returning other dresses by Royal Mail Special Delivery:

If you return a dress by Royal Mail Special Delivery within 7 days of the date on which the dress was delivered then we will refund £3 back to your original payment method once the dress is received.

Please note that the item will remain your responsibility until it reaches our warehouse. We will not refund any lost of damaged items returned to us by this method. We therefore strongly recommend that when sending items via this method you obtain postal insurance up to the full value of the item. Please ask for proof of posting and the relevant tracking information and retain it for your reference.

Returning dressses by methods other than Royal Mail Special Delivery or courier arranged via Prom Royalty:

Please note that we only subsidise returns by Royal Mail Special Delivery. No other methods will be subsidised.

Should you choose another method to return dresses please ensure it is a fast service (that will reach us within 2-4 days) and the item is fully insured.

If you choose return your dress by making your own arrangements the item will remain your responsibility until it reaches our warehouse. Any loss or damage to the item prior to it being received at our warehouse will be your responsibility. We will not refund any lost of damaged items returned to us by this method. We therefore strongly recommend that when sending items via this method you obtain postal insurance up to the full value of the item. If you are unable to obtain postal insurance up to the full method of this item then we recommend that you instead choose the option to have the item returned by courier.  Please ask for proof of posting and retain it for your reference.

Returning accessories:

 Accessories must be returned by customers at their own cost. The returned item will remain your responsibility until it reaches our warehouse. Any loss or damage to the item prior to it being received at our warehouse will be your responsibility. We will not refund any lost of damaged items returned to us by this method. We therefore strongly recommend that when sending items via this method you obtain postal insurance up to the full value of the item. If you are unable to obtain postal insurance up to the full method of this item then we recommend that you instead choose the option to have the item returned by courier.  Please ask for proof of posting and retain it for your reference.

Returns: Customers who are not based in the UK or Europe

We regret that, due to the high cost of international postage, we are unable to offer returns or exchanges to customers who do not live within the United Kingdom or Europe.

Should you return an item to us the item that you are returning will remain your responsibility until it reaches our warehouse. Please note that all return delivery costs including any customs/taxes & customs clearance fees incurred as a result of returning the item will be your responsibility/cost. If you are returning a dress to us from outside of the EU, UK customs may apply customs charges when you return the dress.  As customs fees are not due on returned items, we will need to apply to HMRC (the UK government body responsible for UK customs) in writing to have the fees reversed. This can take a few weeks to resolve. The dress will not be released from customs until the matter is resolved with HMRC. You will be responsible for paying any fees incurred (such as storage fees) while this process takes palce.

If you then wish for us to return the dress to you you will be responsible for all postage costs incurred both in the UK and the country in which you are domiciled.

A fee of £6 will be deducted from refunds in respect of cancelled orders to cover payment processing charges incurred by us in taking your order.

Refunds

The refund will be processed once your goods are received into our warehouse and found to be in acceptable condition. Please note that it may take 7 working days for the refunds to show in your account. Each item returned is refunded separately, and will show on your statement as a refund / credit from promroyalty.com. You will be refunded on to the card that the goods were purchased with. If your card expires before we process your refund please contact our customer services team with your order number, postcode and new card details.

Faulty items

In the unlikely event that an item is found to be damaged or faulty it shall be at Prom Royalty's discretion whether to carry out repairs in house or to provide you with a sum so that you may arrange repairs yourself. Your preference will always be taken into consideration however on occasions please note that costs (e.g. postage costs if you are based outside the UK) or other limitations (e.g. the workload of our seamstresses) may prevent us from being able to carry out repairs in house.

Cancellation

In addition to our returns policy, under the Distance Selling Regulations customers based in Europe have seven working days (beginning the day after receipt) to cancel your purchase (unless it is a purchase of tailor-made / customised products) if you are based within the EU. In this case, we will provide a refund but you must return the cancelled items to us. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.

Returning Damaged Items In Accordance With Your Statutory Rights

Prom Royalty sells of ball gowns and evening dresses. These items are formalwear and are made to withstand reasonable wear at formal occasions. Our ball gowns and evening dresses are delicate and we would ask all customers to bear this in mind when wearing them. Prom Royalty does not accept any responsibility for items damaged as a result of activity over and above what the garment could reasonably be expected to endure during a formal occasion/prom.

Prom Royalty may at it's discretion choose to repair, replace or refund any damaged unworn item. This is subject to the above terms and conditions regarding returns. Prom Royalty does not refund damaged items that have been worn and shall, at its sole discretion, repair or replace such items.

If you return an item ot us in accordance with your statuatory rights we reserve the right to exercise our absolute discretion over whether to replace, repair or refund the item.

Product Information


We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery.

All sizes and measurements are approximate; however we do make every effort to ensure they are as accurate as possible. Unless otherwise stated, sizes indicated are UK sizes. Please refer to our size guide for clarification.

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system. We reserve the right to refuse orders where product information has been mis-published, including prices and promotions.

Prices are subject to change without notice. Prices are inclusive of VAT (where applicable).

Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we accept the order we shall notify you as soon as possible and you will not be charged for the out of stock items.

Purchase of Products

When you place an order on our website we shall email you an acknowledgement.

Once you have checked out and your order has been confirmed you will not be able to make any changes to your order so please make sure that everything is correct before clicking the proceed to payment button.

Any discounts triggered by the entry of a promotional code will not be applied until the order is accepted but will be detailed on the invoice.

We reserve the right to refuse an order. Non-acceptance of an order may, for example, result from one of the following:
1. The product ordered being unavailable from stock
2. Our inability to obtain authorisation of payment
3. The identification of an error within the product information, including price or promotion

If there are any problems with your order we shall contact you. We reserve the right to reject any offer to purchase by you at any time.

We will take all reasonable care, in so far as it is within our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.

Where applicable, you may cancel your order in accordance with your rights under the Distance Selling Regulations.

Purchase for hire

Due to our unique dress register customers are not authorised to hire our gowns. All sales are made on the basis that the customer agrees that neither they nor any third party shall hire or loan any dress purchased from this site to any other person or persons commercially or otherwise.

Purchase of pre-order products

When some items on promroyalty.com sell out we may choose to offer them on a pre-order basis. Pre-order means that the dress is not in stock and will be made to order.

Dress Registration

Buy and register a Prom Royalty brand dress from us and we wont knowingly sell the same Prom Royalty brand dress to anyone who tells us they are attending your prom.

We do everything we can to make sure that no-one at your prom will be wearing the same dress, but there are some (understandable) exceptions:

While Prom Royalty will use its best endeavours to ensure that it does not knowingly sell the same style & colour of gown to two girls attending the same prom it does not make any warranties or guarantees in this regard and its ability to do so should not be relied upon.

If a customer wishes for a dress to be registered it is their responsibility to ensure that their dress has registered. Whether or not the dress has been registered is shown clearly on the 'Review Your Order Details' page (before you proceed to payment). By confirming your order you are confirming that all order details, including the registration (or lack thereof) are correct. Should you subsequently wish to change your registration details, please contact us within 48 hours of placing your order.

Privacy policy

References in this Privacy Policy Statement to "we", "us" and "Prom Royalty" are to Vianlo Limited (Trading as Prom Royalty).

At Prom Royalty we are committed to maintaining your privacy. Our privacy policy statement is given below. If we make changes to this policy, we will notify you by updating this statement on our website.

WHAT INFORMATION DO WE COLLECT?
We ask for your name, telephone number, home address, email address and age for competitions, prize draws or newsletter sign ups. When a purchase is made on our site, in addition to the above, we also ask for delivery address, and payment method details. We may obtain information about your usage of our Web site to help us develop and improve it further.

WHAT THE DATA WILL BE USED FOR?
Your data will enable us, and our processors, to fulfil your order, to notify you about important functionality changes and for statistical or survey purposes to improve this website and our services to you.

We may also send you from time to time (by email or post) information about products and services and details of promotions and special offers from Prom Royalty. If you do not wish to be contacted for these purposes, we offer a range of ways in which you can inform us about your marketing preferences:

- all email messages and email newsletters will contain information on how you can unsubscribe; or
- send an email to our customer services division writing "unsubscribe" in the subject heading;

We will not pass your information on to other companies or other third parties for marketing purposes unless you have agreed for us to do so.

In assessing your request for goods or services, we may use your information for the purposes of the prevention and detection of fraud. One of the purposes for which we may disclose your address and postcode details is to check against the IMRG Security Alert or any other Fraud Prevention Scheme.

We use Cookies to keep track of your current shopping session, to enable you to proceed to checkout at any time and to personalise your online experience. If you do not accept Cookies you will be unable to use this website. Refer to the Help content of your browser for more information on selecting or deselecting Cookies.

Help & Contact

Please click here to see help & contact information.

General

The contract formed as a result of any persons purchasing any item from promroyalty.com ("the Contract") will be goverened by the laws of England and Wales. Any proceedings, claims or actions in respect of or relation to the Contract shall fall exclusivley within the jurisdiction of the courts of England and Wales.  

For further details regarding the use of data supplied by you, please see our Privacy Statement. We shall not be liable to any person for any loss or damage, which may arise from the use of any of the information contained in any of the materials on this website.

All rights, including copyright, in this website are owned by or licensed to Vianlo Limited. Any use of the site or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without the permission of promroyalty.com.

We have taken every care in the preparation of the content of this website. To the extent permitted by applicable law, and save as otherwise specified by us, we disclaim all warranties, express or implied, as to the accuracy of the information contained in any of the materials on this website.

Certain (hypertext) links in this site will lead to websites which are hosted by our partners. When you activate any of these you will leave the promroyalty.com website and we have no control over, and will accept no responsibility or liability in respect of, the material on any website which is not under our control.

These exclusions of liability shall not apply to any damages arising from death or personal injury caused by our negligence.

Times quoted in these terms and conditions are Greenwich Mean Time or British Summer Time (as applicable).

These terms and conditions shall be governed by and construed in accordance with English Law and it is agreed that the English courts shall have exclusive jurisdiction in the event of a dispute. If any terms shall be unlawful, void or for any reason unenforceable then that provision shall be deemed severed and shall not affect the validity and enforceability of the remaining provisions.

Copyright © PROM ROYALTY

This website is owned and operated by:
Vianlo Limited trading as Prom Royalty Registered in England
Company No. 6382554
Registered address: Birchwood House, Ridgway, Pyrford, Surrey, GU22 8PN  *IMPORTANT: Please note this address is an office NOT a shop. We do not keep any dresses at this address. We are also unable to accept items returned to this address. If you would like to return an item please email us for the correct address at contact@promroyalty.com.

We hope you love our prom dresses, prom gowns and evening wear! Find your dream prom dress now.