SHIPPING, RETURNS AND EXCHANGES
Dresses are shipped within 4 to 6 weeks after order has been confirmed. If you need your dress immediately, please send us an email with your Order Reference Number and Wear Date.
You will receive an e-mail notification once your order has been shipped. Shipping times can vary based on delivery location. International orders must clear import/export regulations which could add to the shipping time of an order. International customers will be responsible for all taxes and duties associated with the shipment of their order.
Orders are shipped via DHL or UPS. Both international courier companies make 3 delivery attempts to the shipping address you provided. In case you have preferred delivery days, or will not be around on particular dates, please send us an email with your Order Reference Number and delivery instructions.
IF after the standard 3 delivery attempts the delivery was unsuccessful, the item will be returned to our Factory or closest Showroom. For re-delivery, you will be charged US$20.00.
IF for some reason you have concerns about the quality of your Made-to-Order (MTO) dress, PGP.COM will accept returns* for items purchased on our website or showroom within 7 days of delivery date. This policy does not extend to customers purchasing from a PGP retail store or distributor. Items purchased from PGP distributor are bound under that retailer’s policy.
Since all dresses are only made when the order is placed, MTO dresses that will be returned without quality issues will be subjected to a restocking fee of US$100.00 to US$120.00, depending on the value of the ordered dress.
For procedures on how to Return or Exchange an item, please refer to our FAQ .
IF you need to exchange your MTO dress for another size or colour, PGP.COM will accept replacements* for items purchased on our website or showroom within 7 days of delivery date. Since all dresses are only made when the order is placed, MTO dresses that will be requested for exchange without quality issues will be subjected to a restocking fee of US$50.00 to US$75.00, depending on the value of the ordered dress.
*All MTO dress Returns & Exchanges must meet the following criteria:
- return is posted to us within 7 days from receipt of order;
- unworn, unwashed, all tags must be attached;
- no perfume or other scents, no human or animal hair;
- no rips or tears, no other signs of being worn at all; and
- all accessories and original packaging must be included.
The following items are ineligible for Returns & Exchanges:
- Custom-made dress;
- Ordered dress with special length request;
- Ordered dress with front and/or back neck deep request;
- Orders with prior and refunded sample/s;
- Orders purchased on SALE / discounted items;
- Orders with initially sent swatch board, if reason for return is the colour;
- Replacement orders
For Returns & Exchanges, the client is responsible for all duties, taxes or brokerage fees and shipping charges. If you return an item or refuse an item and we are charged a tax, that duty or tax amount will be deducted from your order total before we issue you a refund.
Please note that shipping charges are non-refundable.