Refund policy

Return Policy
We will gladly accept unworn, unwashed, or defective merchandise purchased on ShopPromesa.com for return or exchange. 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 using a discount code of 40% or more.
• Jewelry.
• Bodysuits.

Refunds
To be eligible for a refund, return requests must be made within 15 days after you receive your order. After 15 days, returns will be eligible to receive store credit only.

If you choose to return your purchase for a refund, $10 will be deducted from your refund to offset the cost of shipping. For orders outside of the US, $20 will be deducted. If you choose to make an exchange or return your purchase for store credit, no shipping fees will apply. Returns coverage may be purchased at checkout for $3.98. Purchasing this coverage entitles the customer to free return shipping and waives the regular return shipping fee.

Refunds of $500 or more will be subject to a 10% restocking fee to be deducted from the refund.

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.

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.

Return Window
Return or exchange requests must be made within 30 days after you receive your order. Refund request must be made within 15 days after deliver. After 30 days, orders are considered final sale and may not be returned or exchanged. Return requests made after 30 days will not be approved for any reason.

Returning Your Order
•All return requests must be made through the returns portal. To begin a return, follow this link: https://shoppromesa.com/apps/redo/returns-portal/login

•Returns made without approval will experience greatly increased processing time and may be subject to restocking fees or rejected and sent back to the customer.

•To view or print your invoices, please visit My Account log in to your account. After logging in, click the appropriate order number to view the invoice.

•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.

•Returns are processed in the order they are received. Once we receive your return, please allow 5–10 business days for processing. Once processed, you will receive a confirmation email with a refund receipt.

•If we require additional information to process your return, we will contact you via email.

•We reserve the right to refuse any return for any reason. If a return is approved and the item is found to be in unsellable condition, it will be rejected and sent back to the customer.

Exchanging Your Purchase
If you would like to exchange an item that you’ve purchased for a different size, color, or style, begin by submitting a return request through the returns portal and selecting the item or items you'd like in exchange for your return. When you submit your request, a prepaid shipping label will be emailed to you. Once we receive and process your return, the replacement item will be shipped to you. Any price difference will be refunded or invoiced as applicable. There are no return shipping charges for exchanges.

Damaged or Defective Items
Please inspect all items immediately upon receipt and report any damage or defect to us using the Contact Us form. 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.

Returned Packages
If your package is returned to us due to errors in the address, refusal of delivery, or failure to pay required taxes and fees, there will be a 15% restocking fee deducted from your refund.