Order cancellation policy

Last updated: 16.05.2026

This policy explains how an order placed on https://www.christineontheclouds.com may be cancelled.

1. Order cancellation by the customer

The customer may request order cancellation as soon as possible after placing the order by e-mail at contact@christineontheclouds.com or by phone at +40722530593.

The request should include, where possible:

  • customer name;
  • order number;
  • e-mail address used for the order;
  • reason for cancellation, optional.

2. Cancellation before dispatch

If the request is sent before the product is handed over to the courier, SOCIAL PLUM SRL will try to cancel the order without additional costs for the customer.

If payment was made online by card, the amount will be refunded through the same payment method, to the card used for the transaction.

If cash on delivery was selected, no refund is required, as the amount has not been paid.

3. Cancellation after dispatch

If the product has already been handed over to the courier, the order can no longer be cancelled as a processing step.

In this case, the customer may:

  • refuse delivery of the parcel;
  • receive the parcel and request a return, according to the Return Policy.

In case of parcel refusal or return without a reason attributable to the merchant, shipping costs may be borne by the customer, according to applicable legislation and the policies displayed on https://www.christineontheclouds.com.

4. Personalized or made-to-order products

For personalized, adjusted, modified or made-to-order products based on the customer’s specifications, cancellation may no longer be possible after order confirmation and after the production / modification process has started.

Examples:

  • product made according to the customer’s measurements;
  • product modified at the customer’s request;
  • clearly personalized product;
  • product ordered especially for the customer.

5. Order cancellation by SOCIAL PLUM SRL

SOCIAL PLUM SRL may cancel an order in the following situations:

  • the product is no longer available;
  • the data provided by the customer is incomplete or incorrect;
  • the customer cannot be contacted for order confirmation;
  • online payment is not authorised or is refused;
  • there are suspicions of fraud;
  • there is a technical error or an obvious pricing / description error;
  • delivery cannot be made to the provided address.

If an already paid order is cancelled, SOCIAL PLUM SRL will refund the amount paid by the customer.

6. Refund period

For orders paid online by card, the refund is made through the same payment method, to the card used for the transaction.

The refund will be made as soon as possible, but no later than the periods provided by applicable legislation and the payment processor’s rules.

7. Cancellation contact

E-mail: contact@christineontheclouds.com
Phone: +40722530593
Address: G-ral H. M. Berthelot Street no.5, 010163,
Bucharest, Romania
Business hours: Working hours: Monday–Friday 13:00–19:00, Saturday 11:00–14:00, Sunday closed.
Website: https://www.christineontheclouds.com