Cancellation policy
This policy explains how pre-orders work at Cloudeelle and outlines your rights and responsibilities as a customer when placing an order.
By completing a purchase, you acknowledge that you have read and agreed to this policy.
Pre-Orders
When you purchase a pre-order item, you are reserving a product that is not yet in stock and will be produced specifically for you once the pre-order period closes.
All items are made to order, meaning production begins only after the pre-order window ends.
Payment and Fulfillment
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Full payment is collected at checkout.
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Your order is placed in the production queue immediately after the pre-order period closes.
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Production and fulfillment times vary by product and are listed on the website and social media under “Pre-order Production Status.”
Cancellations and Changes
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Cancellations or order changes are only accepted while the pre-order window is open.
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Once the pre-order window closes, all orders move directly into production and can no longer be modified, canceled, or refunded.
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This policy ensures fairness to all customers and prevents disruptions to the production schedule.
Refunds and Returns
Because pre-order items are made specifically for you and produced in limited quantities, all sales are final once production begins.
Refunds are only available if:
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The item arrives defective, damaged, or incorrect (see Refunds & Returns Policy for full details).
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Production of your item is canceled by Cloudeelle for any reason, in which case you will receive a full refund.
Chargebacks
Submitting a chargeback for a valid pre-order purchase will be treated as fraudulent activity, as all product details, timelines, and contact information are clearly communicated prior to payment.
For legitimate payment issues such as suspected fraud or stolen cards, please contact your payment provider and notify support@cloudeelle.com
