Return Policy
If you would like to make a return or exchange, please visit our returns portal.
Returns
- We gladly accept unworn, unwashed, or defective merchandise purchased on ShopPromesa.com for return or exchange. Items must be returned in their original condition with original tags attached and should include the original packaging. We reserve the right to refuse any return for any reason. If a return is received and the item is found to be damaged or otherwise in unsellable condition, it will be rejected and sent back to the customer.
- To be eligible for a refund in the original form of payment, return requests must be made within 15 days after your order is delivered. After 15 days, returns will be eligible to receive store credit only.
- If you choose to return your purchase for a refund, $5 will be deducted from your refund to offset the cost of shipping. For orders outside of the US, $15 will be deducted.
- Refunds of $500 or more will be subject to a 10% restocking fee to be deducted from the refund.
- If you choose to make an exchange or return your purchase for store credit, no shipping or restocking fees will apply.
- After 30 days all sales are considered final and the order may not be returned. All return requests must be made within 30 days of the order delivery date.
- If a refund is approved, your original form of payment will be credited in the amount of the original purchase price, less return shipping charges, plus any applicable taxes. Shipping charges are not refundable except in cases of manufacturer defect or error.
- For store credit, an e-gift card code will be emailed to you once your return has been processed. This credit does not expire and can be used at any time, in any amount, towards any purchase.
- Returns must be shipped back to us within 2 weeks after your return request is approved. Returns shipped after this time may be refused and if accepted, will be eligible for store credit only.
- Please allow 5–10 business days for your return to be processed after it has been received. Once your return has been processed, a confirmation email will be sent to you. Please note that refunds may take an additional 3–5 business days to be posted to your account.
- Promesa merchandise purchased at independent boutiques and department stores must be returned to the location where it was purchased. Please contact the individual boutique or store for their return policy.
Final Sale Items
The following items are considered final sale and cannot be returned or exchanged. In the event that you receive a damaged or defective item, a replacement will be shipped to you.
- Sale items.
- Items purchased with discounts of 40% or more.
- Jewelry.
- Bodysuits.
- Please inspect all items immediately upon receipt and report any damage or defect to us using the form on the Contact Us page. If you have received a damaged or defective item, we will ship a replacement item as soon as possible. If you prefer a refund instead of replacement, refund requests for damaged or defective items must be made within 5 days of delivery. After 5 days, a replacement will be sent to you.
Lost or Stolen Packages
- If your order becomes lost in transit or if it is stolen, please inform us immediately by using the form on the Contact Us page. Once reported, we will replace your lost or stolen order as soon as possible. Replacement requests for lost or stolen packages must be made within 5 days of the expected delivery. Refunds will not be issued for lost or stolen packages unless the items ordered are no longer available. Replacement items are eligible for return for store credit only.