Order Cancellation Policy

Last updated: January 15, 2026

Our Cancellation Promise

At Vaelrum, we understand that plans change and sometimes you may need to cancel an order after placing it. We’ve designed a transparent cancellation policy so you know exactly where you stand at every stage of the process. Your satisfaction and trust are our top priorities.

Cancellation Windows

The timing of your cancellation request determines the terms that apply:

Time since you ordered	What applies
Within 12 hours	Cancel for free with a full refund and no deductions. No questions asked.
12–24 hours	A 15% administrative fee applies to cover initial processing costs; the rest is refunded to your original payment method.
24–48 hours	A 35% deduction applies, as your order may have entered the preparation or quality-check phase.
48 hours – 5 days	A 50% deduction applies. At this stage, your jacket is likely being prepared for dispatch.
After 5 days	Cancellation is no longer possible once 5 business days have passed, because your order is in the final stages of preparation, packaging, or already with the courier.

How to Request a Cancellation

To cancel your order, please email us as soon as possible at orders@vaelrum.com with the following details:

Your full name
Order number or confirmation email reference
Reason for cancellation (optional but helpful)

Our team processes cancellation requests during business hours (Monday to Friday, 9:00am to 6:00pm (EST)). Requests submitted outside business hours will be reviewed on the next working day. Please keep this in mind, as processing timelines are calculated from the time the order was placed, not when the request is reviewed.

Custom & Made-to-Order Items

Custom-made, personalised, or made-to-order jackets may begin production shortly after the order is confirmed. Cancellation of custom orders is only possible if production has not yet commenced. Once production has started, the order cannot be cancelled. If you’re unsure whether your custom order has entered production, contact us and we’ll check for you.

Already Shipped?

If your order has already been dispatched by the time we receive your cancellation request, we are unable to guarantee cancellation. However, you still have the option to return the item once it arrives, in accordance with our 30-day return policy. Simply email us when you receive the package, and we’ll provide you with return instructions and an RMA (Return Material Authorisation) number.

Refund Processing

Approved refunds are processed to your original payment method within 3–5 business days from the date the cancellation is confirmed. Depending on your bank or payment provider, it may take an additional 5–10 business days for the refund to appear in your account. If you haven’t received your refund within 15 business days of confirmation, please contact us and we’ll investigate with our payment partner.

Modifications Instead of Cancellation

If you’d like to change your order to a different size, colour, or product rather than cancel entirely, get in touch with us as soon as possible. If the order hasn’t been dispatched yet, we’ll do our best to accommodate your request at no extra charge. Size and colour exchanges are subject to availability.

Cancellation by Vaelrum

In rare cases, we may need to cancel your order on our end. This could happen if a product is no longer available, if we detect fraudulent activity on the account, or if there was a pricing or listing error on the website. In such cases, we will notify you immediately and issue a full refund with no deductions.

Need Help?

If you have any questions about our cancellation process or need assistance with an existing order, our support team is ready to help.

Email: orders@vaelrum.com
Support hours: Monday to Friday, 9:00am to 6:00pm (EST)