Cancellation policy

Last updated: 5 November 2026

How pre-orders work

Pre-order items are labelled on the product page with an estimated dispatch date. You pay the full amount when you order, and we reserve your piece with our supplier. We ship as soon as your item arrives at our warehouse and passes quality checks. The dispatch date is an estimate, so your item may arrive a little earlier or later — we'll email you if it changes significantly.

When you can cancel

• Within 24 hours of ordering – if you chose the wrong size or colour, or ordered twice by mistake, we can change your item (if available) or cancel it.
• If your pre-order is more than 21 days late – counted from the estimated dispatch date shown when you ordered.
• If the item changes – if the colour, material or fit is noticeably different from the product page.
• If we can't fulfil your order – we'll cancel it for you.

Cancelled pre-orders are refunded in full as Store Credit, which you can use right away or withdraw to your bank account as described in our Refund policy.

When we can't cancel

After 24 hours, we can't cancel a pre-order for other reasons, such as a change of mind or a new promotion — as we've already reserved your piece. Once your item arrives, you can still return it under our Refund policy, unless it's marked Final sale.

How to request a change or cancellation

Email support.my@polylulu.com or DM us @polylulu_mysg with your order number and what you'd like to change. We'll confirm by email, and Store Credit is added to your account once the cancellation is confirmed.