Customer Care

Cancellation Policy

We process orders as quickly as possible so your PREAUREUM items can move into production and fulfillment without delay. Please review your order carefully before completing checkout.

Cancellation Window

You may request to cancel your order within 2 hours of placing your order.

Because some PREAUREUM products may be made-to-order, personalized, or prepared specifically for your purchase, cancellation requests are time-sensitive and cannot be guaranteed.

How to Request a Cancellation

To request a cancellation, please email us as soon as possible at support@preaureum.com.

Use the subject line: Cancel Order - PREAUREUM Order #[Your Order Number]

Please include:

  • Your order number
  • The email address used at checkout
  • Your full name
  • The reason for your cancellation request

Important Notes

  • Cancellation requests must be submitted within 2 hours of placing the order.
  • Submitting a request does not guarantee cancellation.
  • All cancellation requests depend on order status, production status, and fulfillment progress.
  • If your order has already entered processing, production, packing, or shipping, we may be unable to cancel it.

Orders That Cannot Be Cancelled

We are unable to cancel an order if it has already been:

  • Processed by our system
  • Sent to production or fulfillment
  • Personalized or customized
  • Packed for shipment
  • Shipped or handed over to the carrier

If your order can no longer be cancelled, it will continue to ship as scheduled. After delivery, you may review our Return & Refund Policy to see whether your item is eligible for return.

Order Changes

If you need to change your order, please contact us within the same 2-hour window.

We cannot guarantee changes once an order has entered processing or production.

Order changes may include:

  • Shipping address corrections
  • Product style, color, size, or quantity changes
  • Personalization details
  • Billing or contact information

Please review all order details carefully before completing checkout.

Incorrect Shipping Address

Customers are responsible for entering a complete and accurate shipping address at checkout.

If you notice an address error, contact us immediately. We will do our best to update the address before fulfillment begins, but we cannot guarantee changes after the order has been processed.

PREAUREUM is not responsible for packages delivered to an incorrect address provided by the customer.

Refused or Undeliverable Packages

If a package is refused by the customer, returned due to an incorrect or incomplete address, or marked undeliverable by the carrier, the order may be treated as a return where applicable.

Original shipping fees are non-refundable. Return shipping fees, reshipment fees, handling fees, or other carrier-related costs may be deducted from any eligible refund.

Refunds for Approved Cancellations

If your cancellation request is approved, your refund will be issued to the original payment method.

Please allow 5-10 business days for your bank or payment provider to post the refund to your account after it has been processed.

Final Notes

  • PREAUREUM reserves the right to decline cancellation requests that do not meet this policy.
  • Submitting an order means you agree to this Cancellation Policy.
  • This policy may be updated from time to time without prior notice.

Contact Us

If you need help with a cancellation or order change, please contact us as soon as possible.

Email: support@preaureum.com