How do I cancel an order (or part of an order)?
To cancel your entire order, please email us immediately at help@madebycleo.com. If your order has not gone into production / or shipped yet, we will issue a full refund for the items associated with the cancellation.
If you need to cancel / remove a specific item in your order but wish to keep the remaining items as-is, email us (help@madebycleo.com) with your request. Assuming the order has not gone into production yet — we'll cancel the portion you requested and issue a refund for the associated item(s), while leaving the rest of the order the way you want it.
If you email about a cancellation, you'll receive a reply from us to confirm the changes & any associated refund (if applicable).
Note — if all you need to do is change a certain detail about your order (for example, update the tag instructions text, or change the size of a collar from Kitten to Adult Cat), in these cases, a cancellation is not necessary. Email us as soon as possible to request your changes -- as long as the order hasn't gone into production, we can easily modify the order notes to accommodate your requested updates without needing to cancel anything.
If the order has already shipped, it is too late for a cancellation. Instead, you will need to return any qualifying items first, in order to get a refund (less the original shipping cost). Made By Cleo reserves the right to determine what % of the original purchase will be refunded if the return is approved. Shipment of returned items is the responsibility of the buyer. All returns must be in new, resellable condition to be approved for a refund. Exclusions apply. See our Returns / Exchanges sections for details.
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Made By Cleo will not be held financially or legally responsible for delays involving mail delivery. Any orders that have already shipped out cannot be cancelled or retracted once they've left our office. Delivery timeframes quoted should be understood to be estimates and are NOT in any way guaranteed unless you have selected Priority Mail EXPRESS 1-2 Day (does not include regular Priority Mail) or DHL Worldwide Express (2-4 Day) shipping upgrades. We sincerely apologize for any inconvenience in regard to the delays with the mail. Thank you for your understanding and patience!