FREQUENTLY ASKED QUESTIONS
PGP.COM understands your needs and values your time. Hence, processing an order is made simpler without sacrificing great customer experience.
You choose to have PGP dress, in turn, our promise is that you only get a brand-new made dress. This means that all your orders are Made-To-Order (MTO), or only manufactured once your order is placed. And as a sartorial salute to the diversity of the female form, we also offer Custom-Made dress for selected styles.
HOW DO I PLACE AN ORDER?
To order an MTO dress, you can choose your style directly from our NEW ARRIVAL, BEST SELLERS, SHOP, and COLLECTIONS sections. Visit our Size Chart to know your size and Colour Chart to find your colour theme.
For Custom-Made dress or items with non-standard measurements, please send us your order.
If you are buying just to try-on the dress, please see How can I try the fit of your dress? under Size and Fit.
HOW DO I PLACE AN ORDER FOR A BRIDAL PARTY?
All PGP dresses are only made once an order is placed. For Bridal Party dresses with colour theme, we encourage you to place the order for all dresses within 72 hours. This will help you ensure that all ordered dresses will be from the same fabric roll and will be in exactly the same shade. There may be slight variations on fabric colours from rolls dyed from different batches. When completing your order, it is important that the Name of the Bride and Wear Date are indicated in the Additional Information on the Checkout for us to identify your Bridal Party.
HOW LONG DOES THE ORDER PROCESSING TAKE?
Orders are processed within 24 hours. Since all PGP dresses are only made once the order is placed, dresses are shipped within 2 to 3 weeks after order has been confirmed. If you need your dress immediately, please send us an email with information with your Order Reference Number, Wear Date and Colour Request.
You will receive an e-mail notification once your order has been shipped. Shipping times can vary based on delivery location. International orders must clear import/export regulations which could add to the shipping time of an order. International customers will be responsible for all taxes and duties associated with the shipment of their order.
Orders are shipped via DHL or UPS.
Note: There could be a delay in processing your order if we encounter any issues with the billing information provided.
HOW CAN I TRACK MY ORDER?
Once your order has been shipped, you will receive an email containing your order tracking number. If you have registered, you can also follow the progress of your order by signing in to My Account.
DO YOU SHIP GLOBALLY?
Yes, we do ship globally.
HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY?
Prices displayed on the website are exclusive of taxes. PGP.COM does not collect sales or use tax at this time. However, your purchase may be subject to local use tax unless it is exempt from taxation. It is your responsibility as the customer to report any purchases of tangible personal property that have not been taxed by PGP.COM and pay use tax on those purchases unless exempt under local state law.
International orders do not include duties/customs with the shipping fee. When your order arrives at its destination, you may be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs.
WHAT IS THE CURRENCY OF THE DRESSES IN THE WEBSITE?
All dresses are sold in US$.
CAN I CHANGE OR CANCEL MY ORDER?
You will receive an Order Confirmation once your order is completed and billing is cleared. Because we strive to make your brand new dress as soon as possible, we can only accept cancellation or change requests within 24 hours after the Order Confirmation is sent as processing begins immediately.
Size and Fit
HOW DO I DETERMINE MY SIZE?
To assist you in finding your most suitable size, kindly refer to the Size Chart.
HOW DO I PLACE AN ORDER FOR A CUSTOM DRESS?
To get the dress based on your actual measurements, please choose the dress that you want to order and click on “For CUSTOM ORDER, click here to send the request.” found below the Add to Cart and Add to Wishlist boxes. Please ask a professional seamstress to take your flat measurements. Visit Shipping, Returns & Exchanges for more details regarding our policies.
DO YOU HAVE A FIT GUIDE?
How to measure:
- BUST – Measure around the fullest part of your bust.
- WAIST – Measure around your natural waistline, keeping the tape comfortably loose.
- HIPS – Measure around the fullest part of your low hip.
ARE YOUR DRESSES TRUE TO SIZE?
Our dresses are true to size. However, there are some styles which are form fitting and there are silhouettes which are slouchy. The dress style and silhouette need to be considered when choosing your size. If you need assistance, please send us an e-mail.
Most of our dresses are draped in a mannequin and are hand sewn and as such, there may be a slight variation in length. For Long Dresses, standard length is 63 +/- 2 inches. For Cocktail Dresses, standard length is 42 +/- 2 inches. If you have dress length requests*, please note in the Additional Order Information section in your Cart.
* When identifying the dress length, take measurements from hollow / shoulder to the desired hem length while wearing the shoes you will wear on your event. Orders with dress length requests are not eligible for return and exchange. Please refer to the policy on Returns & Exchanges.
THE FRONT AND BACK NECK DEEP OF THE DRESS I WANT IS TOO LOW FOR ME. CAN THIS BE ADJUSTED?
For cowl and V-neck styled dresses, we can adjust the front neckline by 2 inches up maximum and make the back neck deep bra suitable (i.e. adjustment by adding 4 ½ inches from waist line) for free. If you have neck deep adjustment requests, please note in the Additional Order Information section in your Cart.
Orders with front and/or back neck deep requests are not eligible for return and exchange. Please refer to the policy on Returns & Exchanges.
HOW CAN I TRY THE FIT OF YOUR DRESS?
PGP dresses are available for try on at our LA Showroom and other retailers. We also offer a refundable 50% off sample order*. To request for a sample order, please send us an email.
*Returns and Exchanges Policy applies.
Returns and Exchanges
WHAT IS THE RETURN AND EXCHANGE POLICY?
RETURNS – IF for some reason you have concerns about the quality of your MTO dress, PGP.COM will accept returns* for items purchased on our website or showroom within 7 days of delivery date. This policy does not extend to customers purchasing from a PGP retail store or distributor. Items purchased from PGP distributor are bound under that retailer’s policy.
Since all dresses are only made when the order is placed, MTO dresses that will be returned without quality issues will be subjected to a restocking fee of US$100.00 to US$120.00, depending on the value of the ordered dress.
EXCHANGES – IF you need to exchange your MTO dress for another size or colour, PGP.COM will accept replacements* for items purchased on our website or showroom within 7 days of delivery date. Since all dresses are only made when the order is placed, MTO dresses that will be requested for exchange without quality issues will be subjected to a restocking fee of US$50.00 to US$75.00, depending on the value of the ordered dress.
*All MTO dress Returns & Exchanges must meet the following criteria:
- return is posted to us within 7 days from receipt of order;
- unworn, unwashed, all tags must be attached;
- no perfume or other scents, no human or animal hair;
- no rips or tears, no other signs of being worn at all; and
- all accessories and original packaging must be included.
The following items are ineligible for Returns & Exchanges:
- Custom-made dress;
- Ordered dress with special length request;
- Ordered dress with front and/or back neck deep request;
- Orders with prior and refunded sample/s;
- Orders purchased on SALE / discounted items;
- Orders with initially sent swatch board, if reason for return is the colour;
- Replacement orders
For Returns & Exchanges, the client is responsible for all duties, taxes or brokerage fees and shipping charges. If you return an item or refuse an item and we are charged a tax, that duty or tax amount will be deducted from your order total before we issue you a refund.
Please note that shipping charges are non-refundable.
HOW DO I RETURN AN ITEM?
You can request a return of items with quality issues by emailing us with your order details. You will find your order details by logging into My Account. Below are the steps:
- Provide pictures of the damage and email them to firstname.lastname@example.org
- Ship back your PGP item using UPS, DHL or FedEx.
If you have any questions about returns, please send us an email.
We will get in touch with you regarding your Returns once we receive the item. Please take note of our policies on Returns & Exchanges for further details. If you have any questions about returns, please send us an email.
HOW LONG DOES IT TAKE TO PROCESS A RETURN?
Once a return arrives at our warehouse or showroom, it will take us 10 to 14 days to receive, inspect and process. You will be notified via email once your return has been completed.
Dress replacement or refund cannot be processed unless your return arrives at our warehouse or showroom. We encourage you to use UPS, DHL, or FedEx when sending back an item.
Rejected returns will be sent back to the shipping address on your original order.
FOR REFUND, WILL I BE CREDITED BACK THE FULL VALUE OF MY ORDER?
You will be refunded for the value of your returned item minus the corresponding Restocking Fee. You will not be refunded the original or return shipping costs and PayPal / card charges.