Cancellations | kelunatrix

Cancellation Policy

We know plans change and sometimes you change your mind. Here is how order cancellations work at Kelunatrix.

Cancelling Before Shipment
If you want to cancel an order, email us at info@kelunatrix.com with your order number as soon as possible. If your order hasn't shipped yet, we will cancel it and refund you in full to your original payment method.

Cancelling After Shipment
Once your order has left our warehouse, we can no longer cancel it. You can still return the items after they arrive, as described in our Refund and Returns Policy.

Custom-Size and Pre-Order Items
Items made to your personal measurements can only be cancelled within a short window after you order, before production starts. The same applies to pre-order pieces before they are reserved for you. We will tell you this window when you place your order.

Right of Withdrawal
If you are a consumer in the European Union, you also have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. Our Refund and Returns Policy explains how to use this right.

Changing Your Order
If you want to change a size, style, quantity or delivery address, contact us as quickly as possible. If your order hasn't been processed yet, we will do our best to make the change for you.

How to Request a Cancellation
To cancel an order, email us at info@kelunatrix.com with:

Your order number.
The reason for cancelling, if you are happy to share it.
Whether you would prefer a refund or store credit, where available.

Our team will confirm the cancellation and next steps by email.