Returns & Refunds

We want each PREOOM order to feel right. If an eligible item does not work for you, contact us within 30 days of delivery before sending anything back.

Start a return

Email support@preoom.com with your order number, the item you want to return and a short reason. Wait for return instructions; 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 exclusion does not apply when an item is faulty, incorrectly supplied or covered by mandatory consumer rights.

Items we cannot accept

• gift cards, final-sale items and personalized products;
• items showing wear, scent, cosmetic residue, cut lace, altered hair or missing parts;
• returns requested after 30 days, unless applicable law provides a longer remedy.

Damaged, defective or incorrect items

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

Refund timing

After an approved return is received and inspected, we will email the decision. Approved refunds are sent 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.

Return shipping

Customers normally cover return postage for preference-based returns. We cover reasonable return costs for verified faulty or incorrect items when required. Use a trackable service and keep the receipt; PREOOM cannot credit a return that does not reach the instructed address.