Refund policy

Online Returns & Refunds Policy (Outlet)

Change-of-mind returns (online orders only)

We accept returns on online orders within 14 days of delivery. This means you must email us within 14 days of receiving your item to request a return.

This policy applies to online orders only (items in stock purchased via instaglamoutlet.co.uk). It is separate from any in-store purchases or special order items.

 

Eligibility

To be eligible for a return, your item must be:

  • In the same condition you received it; unworn and unused
  • With tags/dress seal intact (if applicable)
  • In its original packaging (where possible)
  • Free from marks/odours (e.g., makeup, tan, deodorant, perfume)

You may try the dress on to check fit, but please take care to avoid any signs of wear.

If an item is returned with signs of wear or use (including marks, odours, makeup, tan, deodorant, perfume, or damage), we may refuse the return and/or reduce your refund up to 100% to reflect any loss in value (including where the item is no longer resaleable).

 

Outlet condition (ex-samples)

Outlet items (including ex-samples) may have minor imperfections. Any imperfections will be clearly stated on the product page and reflected in the price.

Change-of-mind returns are accepted within 14 days of delivery provided the item is returned in the same condition as received.

 

How to start a return

To start a return, please email  hello@instaglamprom.co.uk  with:

  • Your order number
  • Your full name
  • The item(s) you’d like to return

We’ll confirm the return instructions.

 

Return window (sending your item back)

After you request a return, you must send the item back to us within 14 days.

Return address

InstaGlam Prom Warehouse, 40 Cliff Road, Ryhope, Sunderland, SR2 0NW

Return postage, tracking, packaging & responsibility

  • Return postage is paid by the customer (unless your item is faulty or incorrect).
  • Please send returns using a tracked service with adequate cover for the item’s value and keep your proof of postage/tracking number.
  • Please return items in the original packaging where possible. If the original packaging is not available, please use suitable protective packaging to prevent damage in transit.
  • Returned items remain your responsibility until received by us.
  • If an item arrives back to us damaged due to inadequate packaging, we may refuse the refund or make a deduction up to the full value of the item to reflect any loss in value. In this case, you may need to claim compensation from the courier used for the return.

Delivery options and delivery refunds

We offer:

  • Free standard delivery (up to 14 working days)
  • Express delivery (£15, 2–3 working days)

On change-of-mind cancellations within 14 days, we refund the item price and (where applicable) the cost of standard delivery. As our standard delivery is free, there is no delivery charge to refund. If you selected Express delivery, the Express upgrade charge is not refundable.

 

Damages and issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

We do not accept returns for:

  • Gift cards
  • Special order or personalised items
  • Pierced earrings (for hygiene reasons), unless faulty

If you have questions about whether your item is eligible, please email  hello@instaglamprom.co.uk  before returning it.

Exchanges

We do not offer exchanges. If you’d like a different item or size, please return your order (if eligible) and place a new order.

Refunds

Once your return is received and inspected, we’ll let you know whether your refund is approved.

If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please note that banks/payment providers can take additional time to post the refund to your account.

If more than 15 business days have passed since we approved your return, please contact us at  hello@instaglamprom.co.uk .

 

In-store purchases and special orders

In-store purchases and special order items are not covered by this online returns policy and are subject to your statutory rights.

 

European Union 14-day cooling off period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags/dress seal intact (if applicable), and in its original packaging. You’ll also need the receipt or proof of purchase.