Exchange and Return Form

When you place an order here at top10prom.com, we send your order to your nearest Top 10 Prom store. They handle it completely, including processing payment, shipping, and any returns if eligible.

If your order was processed by a Top 10 Prom store, you must contact them directly for all returns or exchanges based on the local store’s policies.

 

For any questions about store policies, dresses, styles, pricing and availability contact your closest Top 10 Prom store.

 FIND YOUR STORE

 If you have received your dress from top10prom.com and need to return it for an exchange or refund, please complete the form below.

First Name:

Last Name:

Order Number:

Zip Code:

Date Dress Was Received:

Email:

Phone Number:

Best time to call:

Issue:

If Other:

Issue to be Resolved Details: Please let us know the details for this return request. (What size do you need us to send? Do you want to exchange for a different dress? If so, what dress? Do you need a Customer Care Representative to help you select the perfect dress?

Exchanges and Returns Policies:
Yes, we happily offer exchanges and returns for shopping credit or in some cases refunds in accordance with our Returns Policy.   Most of our products are returnable for a future credit and some may be eligible for our refund policy.  For all questions regarding exchanges and returns, please read the information below.  You are required to acknowledge having read our Returns Policy before placing an order.
Orders are normally forwarded to the local Top 10 Prom store.  If your order was processed by the home office and not a local affiliate store you must handle returns directly with us online.  When your dress is ordered on top10prom.com it is not registered at your local store.

 If you have received your dress directly from us and not the local affiliate store and need to return it for an exchange or refund, follow these steps carefully to make sure we are able to give you the best possible service.  You have 3 days starting from the day your dress was delivered to follow these steps.   Example: if your dress was delivered on Monday, you must have followed the steps and shipped the dress back by Thursday (3 days).  All sales are considered final at that time.

 If you need your dress exchanged for another size, we will send your replacement once your dress has been received by our returns department.  If the new size is not available, you will receive a credit to apply to a replacement dress.  All current season dresses except for sale/discounted dresses or clearance/closeouts are eligible for refunds less shipping costs within the 3 day from delivery exchange/returns policy if they have been fully processed prior to April 15, 2014. 

 No refunds are available after April 15, 2014.  There is a 30% restocking fee for all returns for refunds (shipping and handling charges are not refunded).  Or, you may select a Shopping Credit which is issued for the full dress amount.  All shipping and handling charges are deducted from credits and refunds.

 1.     Request a return authorization completing the online form.

2.     Once we receive your request we will begin processing it and contact you by phone or email to help resolve the issue.  If a return is authorized, the required shipping label will be emailed to you to place on the box to take to the carrier for shipping.  We will contact you if additional information is needed to process your request.  It generally takes 1-2 days to process requests so don’t wait.
3.     Print the email with your return authorization number and place it inside the box.  Print the return shipping label to place on the outside of the box.  There is an $12.00 shipping charge for all returned items regardless of reason of return that will be charged to your credit card.
4.     Carefully place the item back on the hanger, in the bag and back in the original shipping box with the return form (email) inside the box.  Dresses must be in original shape, unworn and with all original packaging and tags.  Write the authorization number on the outside of the box so we can see it.  Don’t forget to tape all box edges to protect the dress.
5.     Drop off the box at any United States Postal Service (USPS) drop off location before 3 days from original delivery. 
6.     Returns are carefully inspected when received as part of the final authorization process.  All original tags must be in place and the product must not show any signs of wear, damage or odor.
7.     Once your item has been received, inspected and processed, your dress will be exchanged or you will be issued a shopping credit or refund in accordance with our policies.  Shopping credits are valid for one year from date of original purchase.  Refunds when applicable are made based on original form of payment less all shipping charges and a 30% restocking fee.  Eligible refunds are generally processed within 2-4 weeks.
Note: do NOT return any items to us without a return authorization number and our shipping label.  Boxes that arrive without our shipping label are refused and returned to sender.  This will cause your return to exceed the 3 day time frame and make your return ineligible to be processed creating a final sale.

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