PREOOM · Customer care

Returns & Refunds

Contact us within 30 days of delivery to request an eligible return. Do not send an item back until you receive authorization and the correct return instructions.

Start a return

Email support@preoom.com with your order number, the item and a short reason. Parcels sent without authorization may be delayed or refused.

Return condition

Items must be unused, unworn, unwashed and returned with original packaging, accessories and protective materials. For hygiene, opened or tried-on wigs, hair pieces, lash tools, nail-contact items, face gems and personal-care accessories cannot be returned for preference reasons. This does not affect remedies for faulty, incorrect or legally protected items.

Non-returnable items

Gift cards, final-sale items, personalized products, items showing wear, scent, cosmetic residue, cut lace, altered hair or missing parts, and returns requested after 30 days are not accepted unless applicable law provides a remedy.

Damaged, defective or incorrect items

Contact us within seven days of delivery with clear photos of the item and shipping package. We may provide a replacement, refund or another remedy appropriate to the issue and applicable law.

Return address

The registered office of Shenqiu County Zongshilai Department Store is not a return warehouse. Do not send returns to the registered address. The authorized return address and instructions will be provided after your request is approved.

Return shipping

Customers normally cover trackable return postage for preference-based returns. We cover reasonable return costs for verified faulty or incorrect items where required. Keep the shipping receipt.

Refund timing

After an approved return is received and inspected, we will email the decision. Approved refunds are issued to the original payment method. Banks and payment providers commonly need 5–10 business days to post the credit. Original shipping charges are not refundable unless the return is caused by our error or required by law.