delivery & returns
Last updated: 3 August 2026
Your Right to Return
Preon (preon.store) is a trading name of Common Room Limited, registered in England and Wales, company number 16617414. As an online retailer based in the United Kingdom we comply fully with the Consumer Contracts Regulations 2013. You have the right to cancel your order and return any item within 14 days of receiving it, without giving a reason.
How to Start a Return
To initiate a return, please contact us within 14 days of receiving your order:
- Email: hello@preon.store
- Instagram DM: @preon.store
- Subject line (email): Return Request – [Your Order Number]
- Include your name, order number, and reason for return (optional)
Once we confirm your return request, you have a further 14 days to send the item back to us.
Return Conditions
To be eligible for a full refund, returned items must be:
- Unused and in their original condition
- Returned in original packaging where possible
- Free from scratches, marks, or damage caused after delivery
Return Postage
UK returns are free — email us and we will send a prepaid returns label. For international returns, return postage is the customer’s responsibility unless the item is faulty or we made an error with your order. We recommend a tracked service, as we cannot accept liability for items lost in transit.
Where to Send Returns
Please email us before posting anything back, so we can issue a returns reference and (for UK returns) a prepaid label. Our address for returns and correspondence is:
Common Room LimitedFlat 11 Rodin Court25 Essex RoadLondon N1 2SDUnited Kingdom
Cancelling a Made-to-Order Bag
Every bag is made to order, so there is usually a window before yours is started. Email us as soon as you can and we will cancel and refund in full — there is no restocking fee at any stage. Once a bag has shipped, the 14-day return right above applies as normal. We do not run a separate exchange process: return the bag for a refund and place a new order.
Delivery
Every bag is made to order, so nothing sits on a shelf. Orders are hand-packed and dispatched within 14 days; carrier transit is in addition to that and is shown as an estimate at checkout.
- United Kingdom — free, approximately 2 business days in transit.
- Worldwide — a flat £30, approximately 5–10 business days in transit.
- British Virgin Islands, US Virgin Islands and Russia — £50, approximately 7–14 business days in transit.
The exact shipping cost for your destination is shown in the cart and again at checkout, before you pay. Any import duties or taxes charged by the destination country are the customer’s responsibility — these are collected by the carrier or customs authority, not by us.
Refunds
Once we receive and inspect your return, we will process your refund within 5 business days. Refunds are issued to the original payment method. You will receive a confirmation email when your refund has been processed.
Faulty or Incorrect Items
If your item arrives damaged, faulty, or is not what you ordered, we will cover the cost of return postage and issue a full refund or replacement at no cost to you. Please contact us within 30 days of receiving the item.
Contact
@preon.store on Instagram — we aim to respond within 1–2 business days.