Return Policy at Gateway Bridal and Prom
For you brides who have fallen in love with one of our gowns, but are nervous about ordering a dress online, fear not! We want you to feel confident when ordering a dress from Gateway Bridal and Prom, and we know ordering sight unseen can be a bit stressful. That’s why we’ve created our return policy. We want to give you the peace of mind you need to find a gown you truly love and order it worry free. With only a few exceptions, our gowns are returnable when you follow our protocol detailed below.
Things to know before you order:
Please have your measurements taken by a seamstress, dress shop, or other professional so you can provide them when you order. We need your bust, waist, and hip measurements to accurately determine which size will fit you best. It’s crucial to have these measurements because all dress size charts run differently, making it next to impossible to guess sizing correctly. Also, if you don’t provide measurements when you order, the return policy is not valid.
Depending on your body type, you might need an alteration or two for a perfect fit. Please keep this in mind when reviewing your gown order. Our gowns are easy to alter if needed. Most bridal gowns have up to 2" of seam allowance in the side seams. We provide a list of talented seamstresses who can help you with your local alterations. Also, depending on the gown, if you need extra fabric or lace, we can usually order it with your gown.
Acceptable return condition
We know your make-up looks lovely on you, but it's not so lovely on our dresses. Please take care of gowns that you could potentially return or exchange as you try them on to ensure proper fit. Know that any merchandise returned in poor condition will not be accepted or refunded, including but not limited to makeup stains, pet hair, less than lovely smells, ect.
Wedding Gown, Prom and Formalwear Order Exchanges:
If you need a different size, call us as soon as possible. Many times, we are able to expedite the exchange or make suggestions to meet your needs. Exchanges do not require a restocking fee, but additional shipping will be charged. If you have any questions, please call 888.696.3633 toll-free Monday through Friday between 10 am and 6 pm MST.
Wedding Gown, Prom and Formalwear Order Returns:
With a few exceptions, we want you to feel free to return the dress you purchase from us online. In the event you are dissatisfied with a gown purchase, please return it to us. We will accept your return if you follow these steps:
- Our return policy is only open 3 days after you receive your gown, so try your dress on right away to see if it fits and meets your expectations. In the event that you will be away when the gown arrives to you, or if you can foresee an unavoidable delay, call us before the 3 day period starts so we can adjust the “3 days” as needed.
- If the gown does not work for you, call 888.696.3633 toll-free within three days of receiving your order to receive your return authorization number.
- Write the authorization number clearly on the outside of the box.
- Mail the item(s) back to us within three days of receiving it. Your return box must be postmarked within the three-day grace period from the day you received it. All return items must not be worn, altered, or damaged and the garment tags must remain attached.
- Ship the items prepaid and insured to the return address on your package.
Once we receive your return, we will promptly issue an exchange, credit or refund of the total purchase price of the item(s). Shipping charges are not refunded, and we do charge a 15% restocking fee per item for any and all returns which will be subtracted from your refund.
Let’s review the exceptions:
No returns on showroom orders: Only internet orders or phone orders returned according to this procedure will be accepted and credited. Once the gown has been ordered, the order cannot be cancelled. If the dress or items have been tried on at the showroom, we regret we cannot accept cancellations or returns.
No returns on customized dress orders: Dresses that are special ordered are not returnable. If you purchase your wedding dress or formal dress with any special changes, such as a custom length, petite cut, custom measurements, changes to the sleeves or neckline, special sizing, special color changes, or any other custom changes the dress will not be returnable.
No returns on orders of two or more formalwear dresses: We cannot accept returns for bridal parties who have ordered two or more formalwear dresses. If you need a different size, please contact us immediately, so we can do our best to accommodate your needs. Additional costs may apply.
No returns on gown sizes chosen outside of our expert recommendations: We know our dresses very well, and you can trust us to recommend the best sizing options for you based on your measurements. Sometimes customers prefer to choose sizes that are larger or smaller than the size we recommend. It is ultimately up to you to decide the size, but if you go with a size outside of our recommendations, the gown will not be returnable or exchangeable.