Order Cancellation & Modification Policy

Welcome to Ceuline (accessible via https://ceuline.com). We take immense pride in processing and preparing your fine jewelry orders—including our custom Bracelets, delicate Earrings, statement Necklaces, and detailed Rings—with speed, precision, and care. Because we aim to minimize delivery times, our fulfillment operations operate on a highly accelerated schedule.

This Cancellation & Modification Policy defines the explicit conditions, strict operational timelines, and boundaries under which an order can be altered, adjusted, or canceled after checkout. By finalizing a transaction on our digital storefront, you express full acknowledgement and agreement to the rules and frameworks specified below.

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1. The Critical Processing Cut-Off Window

To maintain our shipping commitments, our fulfillment center in Desoto, Texas automatically transmits order data to the warehouse floor shortly after an invoice is generated. This creates a very narrow timeframe for adjustments.

If you need to cancel or modify your order, you must contact our care desk immediately. All cancellation and change requests must be formally submitted and received by our support system before our daily cut-off time of 5:00 PM EST on the same calendar day your order was placed. Once an order passes this daily milestone, it is systematically locked into the packing and carrier routing queue.

2. Permissible Order Modifications (Before Cut-Off)

If you contact us before the 5:00 PM EST cut-off window, our team will make every effort to accommodate changes to your pending invoice. Permissible modifications include:

Modification Type	Operational Framework	Execution Status
Shipping Address Corrections	Adjusting typo errors in the street name, apartment number, zip code, or recipient name before shipping labels are generated.	Supported
Sizing Variations	Updating to a different standard size for an item (e.g., changing a ring or bracelet size), provided the alternative size is currently in stock.	Supported
Item Substitutions	Swapping a design for an alternate style of equal value. If the new item has a higher value, a secure payment link will be sent to settle the difference.	Supported

3. Non-Modifiable and Locked Statuses

There are distinct conditions where an order is completely locked against any changes, regardless of the time elapsed since checkout:

• Mid-Transit Orders: If an order has already been physically handed over to our shipping carriers (USPS, UPS, or FedEx) and assigned an active tracking number, it is structurally impossible for us to intercept, halt, reroute, or cancel the package.
• Customized / Engraved Production: Any jewelry order involving personalized components, custom design parameters, or unique inscriptions enters production immediately. Once the manufacturing or engraving process begins, the piece cannot be canceled, swapped, or altered.

What to do if your order is already shipped: If your package is already in transit with the carrier, you must allow the parcel to reach its destination. Once delivered, you can safely initiate a standard, fee-free return or exchange under our 30-day window by contacting support@ceuline.com. Please do not refuse the delivery, as this can cause parcel tracking errors.

4. Step-by-Step Instructions to Request a Cancellation or Change

To ensure your request is prioritized and handled before the daily warehouse cut-off, please use the following communication steps:

1. Email Us immediately: Send a direct message to our support queue at support@ceuline.com.
2. Optimize the Subject Line: To help our automated sorting system flag your request as urgent, format your subject line precisely as: URGENT: Cancel Order #[Your 5-Digit Order Number] or URGENT: Change Order #[Your 5-Digit Order Number].
3. Provide Clear Details: In the body of the message, state your full legal name and explicitly detail the correction needed (e.g., providing the correct updated shipping address or specifying the item to be removed).

5. Refund Issuance for Canceled Orders

When an order cancellation request is successfully approved and executed before our daily cut-off window, our system will immediately trigger a full refund of your payment. In keeping with our strict customer transparency commitment, no cancellation fees, processing penalties, or administrative deductions will ever apply.

The funds are issued directly back to the original credit card, digital wallet, or online gateway account used during checkout. Please note that banks and financial clearing departments typically introduce processing latencies. While our system releases the funds instantly, it generally takes your financial institution 5 to 10 business days to post the credit back to your account statement.

6. Contact Our Order Management Support Desk

If you have questions about an order status, need to verify if an item has left our facility, or require immediate help adjusting a shipping mistake, please reach out to our dedicated resolution agents:

All urgent modification queues are monitored continuously during service hours to process requests as quickly as possible. Thank you for choosing Ceuline.