Return & Refund Policy

Thank you for shopping at Hocoprom.
We want you to feel confident and beautiful in your dress. If something isn’t right, we’re here to help. Please read our return and refund guidelines below.

Return Window:

You may request a return within: 7 days after the delivery date

  • We respectfully request that you contact our customer service team within 7 days of receiving your item. Please include the specific item you wish to return, along with the reason for the return. Kindly note that items sent back without prior authorization cannot be accepted. For assistance, you may reach us via email at hocopromofficial@gmail.com

Non-Returnable Items

Due to the nature of formal dresses, items customized in size or color are non-returnable, except in cases of defects or damage.

Return & Exchange Conditions:

  • The product must be in new, unworn condition and remain in its original packaging.
  • All product labels, tags, and related materials must be intact and must not be cut, removed, or damaged.
  • Items that cannot be resold due to signs of use, washing, or damage are not eligible for return or exchange.

Return process:

  • Initiate a Return: Please email hocopromofficial@gmail.com with a photo and/or video of the item, along with your order number. Our customer service team will review your request and determine whether it qualifies within 3 business days.
  • Ship the item back: If your return is approved, we will provide the return address and detailed instructions on how and where to ship the package.
    Please note: Unauthorized returns will not be accepted, and the address on the original shipping label is not the return address. We strongly recommend using a shipping method that includes tracking and signature confirmation, as we are not responsible for lost return or exchange packages.
  • Refund or Exchange: Once we receive your returned item, it will be inspected within 3–5 business days. After the inspection is completed, we will issue a refund or send out a replacement for exchanges.

Return Charge

  • Buyer should pay the return shipping fee. 
  • No restocking fee to be charged to the consumers for the return of a product.

Refunds

  • Once your return is received and inspected, we will inform you whether your refund has been approved or rejected. If approved, the refund will be issued to your original method of payment within 3–7 business days.
  • If you have not received your refund within this timeframe, please check your bank account again. Then contact your bank or credit card provider, as processing times may vary and it may take additional time for the refund to be officially posted. If you have completed these steps and still have not received your refund, please contact us at hocopromofficial@gmail.com for further assistance.
Please Note: we do not refund original shipping costs.


Order Cancellations


We understand that purchasing a dress for a special occasion is a significant decision, and our cancellation policy has been designed with this in mind. Please note, however, that all of our dresses are made to order, and once production has begun, the materials cannot be repurposed. The good news is that there is still a limited window after placing your order during which you may reconsider. Please review our cancellation policy below for full details.
  • Orders cancelled within 24 hours of payment confirmation will be eligible for a full refund.
  • Orders cancelled 24-72 hours after payment: 80% refund + shipping fee.
  • Orders cancelled 72-120 hours after payment: 50% refund + shipping fee.
  • Orders cancelled > 120 hours after payment: Refund of shipping fee only.
  • Once your order has been shipped, it can no longer be cancelled.

 

Should you have any questions or concerns regarding our return and refund policy, please do not hesitate to contact us. We are here to assist you.

Email: hocopromofficial@gmail.com
Telephone: +86 158 1658 1151
Address: Room 521 J, 5th Floor, Building 1, No. 4500 Baoqian Road, Jiading District, Shanghai 215411, China
Working Hours: (Mon-Fri) 9:00AM -6:00PM (UTC+8)