Cancellation policy
Cancelling or changing an order
If you need to cancel an order or change its delivery details, contact us as soon as possible by email at support@soera-store.com or through live chat. Include your order number and the change you are requesting.
We process orders quickly. A cancellation or change can be actioned only if the order has not yet been picked, packed, or handed to the carrier. Sending a request does not guarantee cancellation; we will confirm whether it was possible.
If cancellation is confirmed before dispatch, we will issue a refund of the payments for the cancelled goods and any delivery charges that no longer apply, without undue delay. The refund goes to your original payment method unless you expressly agree otherwise. We will email you when it is issued; your payment provider may need additional time to post it.
If the parcel has already entered fulfilment and cannot be stopped, you may still use applicable withdrawal or return rights. See our Returns and refunds policy. These operational limits do not remove a statutory right to withdraw from your purchase.
Pre-orders
A product offered as a pre-order is not yet available for immediate dispatch. The product page or checkout will show the expected dispatch timing and whether payment is due in full, as a deposit, or at a later date. We will not charge an amount or use a payment schedule that you have not agreed to.
You may request cancellation of an unfulfilled pre-order by emailing us. If it has not been fulfilled and dispatched, we will cancel it and refund any payment made for the cancelled goods, without undue delay. Once it has been dispatched, the return and withdrawal provisions above apply.
If the expected dispatch date changes, we will tell you about the revised timing. You may cancel an unfulfilled pre-order if you do not wish to wait. Any additional rights relating to delayed delivery remain unaffected.
Contact
For our business address and company details, see our Contact information page.
Customer support hours: Monday to Saturday, 9:00 a.m. to 6:00 p.m., New York time (Eastern Time: EST in winter and EDT in summer). You can email us outside these hours.
Nothing in this policy limits your mandatory consumer rights under the laws that apply to your purchase.
Last updated: 9 October 2026
