Frequently Asked Questions | Unique Prom

Frequently Asked Questions


Shipping
  1. How long does Ground Shipping take to be delivered?
  2. I just placed my order with Overnight Shipping. Will I receive it tomorrow?
  3. I placed my order on Saturday, when will be order be shipped out?
  4. I see Unique Prom ships internationally, but my country is not on the list in shipping.
  5. I am in the Military, do you ship to FPO/APO addresses?

Ordering
  1. How can I pay for my order?
  2. I placed my order but did not receive an email confirmation. How do I know if my order was successful?
  3. Where is my tracking number?
  4. I placed my order this week and now you’re offering a coupon discount, can it be applied to my order?
  5. I received multiple order confirmation emails but I only want one order. What do I do?
  6. I accidentally ordered the wrong size/item/color. How can I change it?
  7. Why was my order canceled?
  8. How do I use my store credit?
  9. I’ve picked out my dress, but I’m not ready to buy it. Can you hold it for me?

Shopping
  1. I see the size chart and I’m confused on what size to order. How do I know the best size for me?
  1. I’ve measured myself, but I am in between sizes. Which size should I go with?
  2. It says “backordered” next to the size I would like to order, what does that mean?
  3. The item I want to purchase is listed as “Pre-Order”, if I place my order when will I receive it?
  4. I love this dress, but does it come in another color?
  5. The size I need is not available to choose. What does this mean? Can I still get the size I want?
  6. There is something I am interested in that I do not see on your website. Does Unique Prom do special orders?
  7. I would like to see your dresses in person so I am able to try them on. Do you have a store location near me?
  8. What do you carry in the store?
  9. Where are your dresses made?

Returns
  1. I am a first time customer. Do you allow returns or exchanges?
  2. I need to send my dress back for a refund, will I be charged a restocking fee?
  3. What if I have a late return?
  4. How do I return my order?
  5. I lost my return shipping label, what do I do?
  6. My order came from a different location; it was not shipped from the warehouse. Where am I supposed to return my order?
  7. How long will it take for me to receive my refund?


Shipping

How long does Ground Shipping take to be delivered?
FedEx ground shipping takes roughly 4-7 business days to receive, depending on the delivery location.

I just placed my order with Overnight Shipping. Will I receive it tomorrow?
There is a 48 hour handling time for every order, regardless of your shipping choice. If you are in a rush please contact Customer Service for availability.

I placed my order on Saturday, when will be order be shipped out?
Unique Prom is closed on the weekends, all orders will be received on Monday morning. Due to our 48 hour handling time the soonest your order will be shipped out is Tuesday. For exceptions, please contact Customer Service.

I see Unique Prom ships internationally, but my country is not on the list in shipping.
Unique Prom ships all over the world, however, there are some countries we do not ship to for different reasons. If you do not see your country, but you’d like to order with us we recommend looking into a courier transport service.

I am in the Military, do you ship to FPO/APO addresses?
Yes, simply choose United Stated Military as the country for your shipping address and all military states will become available.

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Ordering

How can I pay for my order?
Unique Prom accepts all major credit cards; Visa, Master Card, American Express, and Discover. We also accept PayPal. We do not accept Check or Money Order.

I placed my order but did not receive an email confirmation. How do I know if my order was successful?
If you have not received your order confirmation email to the email associated to your account, please contact Customer Service.

Where is my tracking number?
It will not be supplied at the time you place your order. Your tracking number will be emailed to you the day your order is shipping from our warehouse. Please be aware we have 48 hour handling time before your order can ship from our warehouse.

I placed my order this week and now you’re offering a coupon discount, can it be applied to my order?
Unfortunately our coupon codes cannot be used retroactively. The codes must be used during the time permits of the sale only. 

I received multiple order confirmation emails but I only want one order. What do I do?
Unique Prom will normally catch and cancel any double orders made by mistake. However, we do recommend contacting Customer Service to ensure multiple orders are not processed and shipped.

I accidentally ordered the wrong size/item/color. How can I change it?
If you have made a mistake on your order, please contact Customer Service immediately. If the order is not caught soon enough we may not be able to fix it.

Why was my order canceled?
If you received a notification that your order has been canceled with no warning, one of a few things may have happened. You may have unknowingly placed a double order. An item you’ve ordered may be out of stock, if your item is out of stock we will try to contact you multiple times. If we do not reach you, your order will be canceled.

How do I use my store credit?
Simply log into your Unique Prom account that the store credit is associated with and choose the store credit payment option in checkout.

I’ve picked out my dress, but I’m not ready to buy it. Can you hold it for me?
Unfortunately we cannot hold items without an order being placed. We do not have a layaway program.

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Shopping

I see the size chart and I’m confused on what size to order. How do I know the best size for me?
We post the measurements for each individual size for every item on the website. We carry many different brands that all have different sizing; it is always best to measure yourself and compare to the size chart to find the best fit. Please see here to learn how to measure yourself properly.

I’ve measured myself, but I am in between sizes. Which size should I go with?
If the information is available to us, we will always post in the description if an item runs small or large. If no such information is posted we do recommend fitting your largest size and having the item altered if necessary. You may also read customer reviews to find fit feedback as well.

It says “backordered” next to the size I would like to order, what does that mean?
Backorder means the item and/or size is not available to ship. Please read the description for a due date. It will say “Backordered sizes are due ______”. If there is no due date please contact Customer Service for more information.

The item I want to purchase say “Pre-Order”, if I place my order when will I receive it?
Pre-Order means the item is not yet in stock. This product is still in production, but you are able to place an order beforehand to hold your selected size and color. Please read the description for a due date. It will say “This is a Pre-Order dress due _______”. If there is no due date please contact Customer Service for more information.

I love this dress, but does it come in another color?
We do carry many styles in multiple colors. To find other available colors type the secondary product number into the search box.
Example: item #12345-6789, type 6789 into the search box and all available colors will appear.

The item I’m interested in looks black, but it’s called navy. What is the actual color of item?
Everyone’s computer settings are different, which can make pictures darker or lighter. If the color states navy on the website but appears to be black, it is definitely a navy dress. Please refer to product titles and descriptions for color.

There is something I am interested in that I do not see on your website. Does Unique Prom do special orders?
If there is a dress you would like but we do not carry it on our website we can special order it for you. Restrictions do apply and all special orders are non-returnable. Please contact Customer Service for details.

 We also do not make the dress in house, so we cannot do any alterations or make changes to the dress. They are sold as pictured on the website.

I would like to see your dresses in person so I am able to try them on. Do you have a store location near me?
We have one store location in Burbank, California. Please see here for the address and directions.

What do you carry in the store?
Our store does not have all items you see online. Please call the store to check stock if you are looking for a specific dress.

Where are your dresses made?
We carry many different brands and manufacturers, so we have dresses that are made in the U.S.A and all over the world. Please look in the description of the item you are interested in for details.

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Returns

I am a first time customer. Do you allow returns or exchanges?
Yes, we have a 14 day return/exchange policy. We also provide free returns. We also offer easy returns & free exchanges. Please see here for details on our return/exchange policy.

I need to send my dress back for a refund, will I be charged a restocking fee?
All designer dresses returned for a refund will result in a 15% restocking fee. The designer dresses that this rule applies to are; Mignon, Faviana, Night Moves, Evenings by Allure, Sue Wong, Flirt, Blush, MacDuggal, Terani, Tony Bowls and La Femme. If you are still unsure if you will incur a restocking fee, you may contact Customer Service.

Any items sent back for an exchange or store credit will not receive a restocking fee.


What if I have a late return?
For returns 15-30 days late Unique Vintage provides store credit only.

How do I return my order?
We supply you with a return-shipping label, simply stick on the return package, along with our return address and give it to your postman or drop off at the nearest FedEx location. For more details see our return instructions.
 
I lost my return shipping label, what do I do?
Please contact Customer Service to receive a new shipping label.

My order came from a different location; it was not shipped from the warehouse. Where am I supposed to return my order?
If your order was drop shipped from the manufacturer you will still return it to Unique Prom. Please contact Customer Service to receive a return-shipping label.

How long will it take for me to receive my refund?
We process all refunds the same day we receive your order and you will receive an email with a receipt for your refund. However, it takes approximately 4-7 days for the refund to post back to you account.

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