FAQ

What is your return policy?

Because of the uniqueness of the formalwear industry we must have a no return or exchange policy.  It is the responsibility of the purchaser to makes sure they review the available size charts as they are responsible for determining size. When in doubt, please go a size larger, as it is always easier to take a garment in than to let it out. If a dress is damaged or ruined during shipping contact us immediately and we will work with you to resolve the problem. Otherwise, ALL SALES ARE FINAL. If a shipment is refused by a customer at their address, there will be an automatic 30% restocking fee plus any shipping charges associated with the return. There are no refunds on shipping charges.

Can I try on dresses in the store?

Yes, however an APPOINTMENT IS REQUIRED FOR ALL SHOPPERS. All PROM shoppers are required to bring a parent/guardian over the age of 25.  We enforce this guideline in order to provide our shoppers with a enjoyable experience and to protect the gowns.  While we would like you to enjoy your time here, it is very important to us that the dresses stay in mint condition! When you’re ready to find that special dress, have your parent or guardian set aside some time to enjoy this fun experience.  It will certainly be one you will never forget!  

Is an appointment required to try on dresses?
Appointments are required to try on all dresses.  You are always more than welcome to browse the selection without an appointment! 

Are you able to take a walk in? 

We are able to take a walk in depending on the dressing room availability. 

Is there a fee to try on?  

For same day appointments and walk ins, there is a $25 appointment deposit.

For Mother of the Bride/Groom and Bridesmaids, there is a $50 appointment deposit.

For Sweet 15/16, Ballgowns, and Bridal, there is a $100 appointment deposit. 

If you purchase a dress within a week of your appointment, the deposit will go towards your purchase.  If you do not purchase it is nonrefundable.     

What is your appointment policy?

All prom shoppers are required to have a legal parent or guardian over the age of 25 for each appointment. You are required to check in with a sales associate within the first 15 minutes of your appointment or your appointment will be forfeited.  If you are running late, please call the store you are visiting.  Appointments are for 1 hour, if you need additional time, we can check the schedule availability.  We kindly ask to only bring 1-2 guests with you for your appointment.  Please make sure all undergarments are worn to your appointment as they are required to try on gowns.

Can you check stock over the phone? 

Yes.  However, because our inventory moves so quickly, please call the store you are planning to visit. If the gown you are looking for is at another location we will call there and do a stock check.  At that point you will need to either go to the other location or put down a $25 deposit to have the dress shipped to your preferred store.  This deposit will be deducted from the price of your gown but is NOT-REFUNDABLE.

Are all of the gowns on the website in the store?

No.  If a gown is on this website it does not mean it is at any of our stores.  The website will show you all of the gowns that we can order by each of the designers that we carry.

Why are there pictures on the website of dresses that are not available?

Wear dates range tremendously for all our customers. A certain dress may not be available by your wear date but some customers order dresses a year in advance and we can still get a dress made by then so we leave any dress up that has a possibility of still coming in. If it is truly out of stock forever it will be removed from the website.

Can I place an order over the phone?

Yes, you can order over the phone.  Staff at each location is trained to take an order over the phone.  However, we do recommend placing the orders online. You will then receive notification via email or phone call of the status of your order.

What types of payment do you accept?

We accept most major credit cards, including Visa, American Express, MasterCard, and Discover.

How long does it take to receive the product I order?

Once your order has been placed it will be processed within 24-48 business hours. If the item you order is in stock, it will ship the next business day. If we need to order the gown from our warehouse or the manufacturer, we will notify you of the ship date.  Standard shipping time is 7-10 business days if the item is at a warehouse. All shipping methods will then take place from the estimated ship date. Please make sure to indicate on your order if you need the dress by a specific date. Otherwise, please note that especially during prom season, it can take up to 12 weeks to get a dress special ordered.

What if my dress is not available?

If your dress is not in stock and for some reason we cannot order it directly from our warehouse or the designer, we will notify you and give you other options to choose from or you can cancel your order. Your card is only charged if we can fulfill your order.

Can I get my dress altered at Formals XO?

If you purchased your dress at Formals XO either in store or online we do offer alterations at an additional cost. Alterations generally take up to 2 weeks to the day before your event and during busy Prom Season can take up to 4 weeks.  Please call ahead for an appointment.  Payment for alterations is due at the time of your fitting.  We only accept Cash, Check or Venmo as payment for alterations.