Frequently Asked Questions

Are you an authorized retailer of the designers on-site?

We are an authorized retailer of the designers and collections featured on our website. We only sell genuine merchandise direct from the designers.

What is the delivery time for orders?

While we keep many dresses in our shop the delivery time on MOST orders varies from 6 to 14 weeks. So it is best to make your choice and place your order as soon as possible to avoid disappointment.

When should I order?

Please place your order as far as in advance of your event date as possible. By doing so, you will allow ample time for production and shipping. It also affords you a comfortable time frame to accommodate any alterations if necessary.

For Mori Lee Prom dresses the delivery time scale varies throughout Prom season, as follows:

Until 26th February 2012 - Any Mori Lee dress can be ordered in your choice of size and colour and will take 12/14 weeks to be delivered. You can choose to pay a 50% deposit when placing the order, with the balance due prior to despatch of the dress.

27th February until 30th April 2012 - we will contact you within 7 days if the dress you want is unavailble. If it is available then delivery will be within 6 weeks, payment must be in full at the time of order.

1st May until 31st May 2012 - only the dresses in the size and colours mentioned will be available and will be delivered within 2 weeks. Payment must be in full at the time of order.

What is your return policy?

Items held in our shop and sent from stock can be returned within 7 days, these are usually in the 'SALE' section. All other dresses are made to order and therefore NOT returnable.

I am not sure which colour I would like?

We do our best to describe colours correctly, however please bear in mind colours can vary on computer screens and in different manufacturing batches, we recommend waiting for delivery before buying matching items.

Can I order directly from the designer?

Designers only accept orders from authorized retailers such as Prom Palace and will not accept orders directly from a customer. Designers also do not communicate directly with customers regarding an order status. Order information is only given to authorized retailers. Therefore if you have a question regarding your order please contact us.

How do I decide what size to order?

Please see the Size Chart on our site. It is important that you follow the size chart to decide your size, DO NOT rely on your high street size. If in doubt order a size larger and have the dress taken in by a seamstress. Keep in mind that the measurements are taken to determine the closest size to be ordered and that the garment will not be custom-made to the exact measurements. Almost every gown will need some type of adjustment; the customer is responsible for the size ordered.

Can I order fabric?

These items are not available with additional fabric although some are provided with a small wrap that could be used if required.

How will I be notified of my order status?

You will receive an invoice shortly after purchase with order details; price, size, colour and style. We contact our customers by email at various points of the order process. It is imperative the customer includes an email address with their order. If you have questions at any time we will happily answer them, or contact the designer for answers.

What if my payment is declined?

Orders are not processed if the payment is declined, we will contact you for an alternative payment.

Why can't I get an exact shipping date instead of an estimated shipping date?

Manufacturers do not guarantee their ship dates since their production can vary. Ship dates are subject to change. Manufacturers provide retailers with an estimated shipping date, which we in turn provide to our customers. In particular Prom gowns due for delivery after April may be subject to slight delays.

Do you ship outside the U.K.?

We will ship Worldwide! Orders shipped outside the UK will be sent using Royal Mail International signed for postage with insurance. Shipping charges are dependent on the weight of the dress, the country and size of the parcel. Please contact us for details.

How long is shipping from your location to me?

Orders are shipped via special delivery within the UK, so will arrive the day after we send them, before 1pm and require a signature.

Can I pick up my order?

You can arrange to collect from our shop in North Camp, Farnborough by prior agreement. Please note UK postage is included in our prices and NO discount is given for collection.

Can I have alterations?

We do not provide alterations. We suggest contacting a professional seamstress/ tailor in your area. They should be experienced in formal gowns.

Can I have a picture of the gown?

The available pictures are as posted on our website. We do not have additional pictures to send out to customers.

Are these used dresses?

All gowns and products we offer are new and direct from the designer. We do not accept or offer resale items. Some of our 'Sale' items are samples from our bridal shop and may therefore have been tried on in store.

Still have questions? We suggest viewing our Terms & Conditions for additional information or contacting Customer Services.

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