Returns and complaints

We have a 100 day return policy on all items including gifts.

If you want to exchange a gift, just return it to us. The item must be unused and clean. Complete the return slip that was included in the package when we sent it to the gift giver. If you did not receive the paperwork with the gift, it is important that you enclose a note with the order number in the return package so that we can find the order in our system. Read more about returns here.

We refund the money to the payment method used to place the order. To order the new item, place a new order via our online store. 

Unfortunately, we cannot refund the money to any other card or account number. You must therefore settle this with the the giver.

If you have bought items Black Friday at a discount, and want to exchange the item for another size, do the following:

Make the new order on the page with the size you want to buy instead, as with a regular return case. Add a comment to the order - "Black Friday exchange discount" 'then it stops in our system and we correct the price of the item in question. We do not withdraw the money for your order until we send the order away, so we simply downgrade the amount we withdraw from your card.

You will receive the amount you have paid for the article returned.

100-day return policy on everything

There is a 100 day full return policy on all items including discounted items.

Exchange

To receive the item in a different size or style, you must place a new order in our online store. Items that do not fit should be returned. See how below.

Returns

All items returned to us in unused condition are processed as soon as possible. A credit note is produced, and the money is refunded to the payment method used when ordering. 

Returns are shipped to:

Pro-dress

Oelstrupvej 2A

DK- 6971 Spjald

Shipping costs for returns

The costs of return-shipping your product are at your own expense and responsibility. To send something back to us, you yourself can choose how you do this. You can return items to us using your national postal company, for example. We recommend that you use a trackable service. 

Refunds

The money is refunded to the payment method used for the payment.

Packaging

The item must be unused and preferably in its original packaging. The item must be packaged in an outer bag/box.

Shoes must be in the original shoe box/packaging and packaged in an outer bag/box to which the return label is affixed. The shipping packaging must be securely sealed.

Return of multiple orders

Items from several different orders may be sent together in one package.

Complaints

Before returning items that are based on a complaint or an inaccurate delivery, please email us at info@pro-dress.com. Remember to enclose a photo and information about the complaint so that we can help you in the best possible way.

Items from several different orders may be sent together in one package.

Products containing flammable substances are classified as flammable materials.

This means that when you return such an item, the symbol for flammable material must be visible on the package. Therefore, you should use the reusable packaging material with the symbol. Alternatively, you can print the symbol and attach it.

Symbol for flammable material:

Unfortunately, we do not collect return packages from business addresses.

Is your item damaged or did you receive the wrong item? If so, we are, of course, ready to help you.

Before you return items because of a complaint or an inaccurate delivery, please email us at info@pro-dress.com. Remember to enclose a photo and information about the complaint so that we can help you in the best possible way.

If the package you received was damaged, you must either refuse delivery or take photos of the package in the parcel shop where you received it.

If it is a flexible delivery or delivered to your address, please photograph the package as soon as you see that it is damaged. Then contact us by email and attach photos of the package so we can create a complaint case. Mail must be no larger than a total of 25MB.

If you want to cancel an order, please contact customer service by e-mail, chat, or phone. Please include the word “cancellation” when writing to us so that we can prioritise your enquiry.

Unfortunately, we cannot guarantee that we will have time to stop your order before shipping. If the order has already been shipped, we can recall the parcel and issue a credit note. Then you will receive a refund as described here.

If you purchased an item at a discount and you want to exchange the item for another size, please do as follows:

- Return the item you do not need. See how further up on this page.

- Place a new order in our online shop with the size you want to buy instead. Add a comment to the order, e.g. “Black Friday exchange discount”. Then we will process the order manually in our system and adjust the price of the item in question. We do not deduct the money for your order until we dispatch the order, so we will downgrade the amount we will deduct from your card to the original offer price.

You will be refunded for the amount that you paid for the item when you return it.