At Facoles, we value our customers and aim to provide the best shopping experience possible. We understand that sometimes you may need to modify or cancel your order. To ensure a smooth and transparent process, please review our cancellation policy below:
✅ 1. Conditions for Order Modification or Cancellation
✅ Eligibility Window:
- You may modify or cancel your order within 24 hours of successfully placing it.
- After the 24-hour window, the order will be locked for processing and sent to production. At this stage, no changes or cancellations will be accepted.
❌ Not Eligible for Cancellation:
- Orders that have already entered the production phase.
- Orders that have already been shipped.
- Customized or personalized ornaments and dreamcatchers that have been processed cannot be canceled.
🛒 2. Steps to Modify or Cancel an Order
🔹 Step 1: Prepare Your Order Information
Before contacting us, please have the following details ready:
- The email used to place the order.
- The order number (included in your order confirmation email).
- A clear description of the modification or cancellation request.
🔹 Step 2: Submit Your Request
Send an email to support@[yourshopname].com with the subject line:
👉 [Modify/Cancel Order + Order Number]
Example: “Modify Order #12345”
Please include all relevant details in your email to help us process your request quickly and accurately.
🔹 Step 3: Confirmation
- Our customer support team will review your request and respond within 1 business day.
- If the order is eligible for modification or cancellation, you will receive a confirmation email with details on the next steps.
💳 3. Refunds for Cancelled or Modified Orders
✅ Response Time:
- We will review and respond to your cancellation or modification request within 1 business day.
✅ Refund Process:
- If your cancellation request is approved, refunds will be processed within 3 business days from the approval date.
- Refunds will be credited to your original payment method.
- Refund amounts will reflect:
- The full value of the canceled order (including product price and applicable taxes).
- The adjusted value for modified orders based on changes made.
❌ Non-Refundable Items:
- Shipping fees are non-refundable unless the order was incorrect or defective.
- Customized or personalized ornaments and dreamcatchers are non-refundable once they have been processed or shipped.
⏳ 4. Late Cancellation Requests
- If you request a cancellation after the 24-hour window or if the order has already been processed:
- We cannot guarantee that the order can be canceled.
- If the order is already in production or has been shipped, it will not be eligible for cancellation.
- If you no longer wish to keep the item after delivery, you may still return it if it meets the requirements of our Return and Refund Policy.
✏️ 5. Changes to Orders
- If you wish to modify your order details (e.g., size, color, shipping address), you must submit a modification request within 24 hours of placing the order.
- Once the order enters the production phase, modifications will not be possible.
- If you provide an incorrect shipping address and the order has already been processed, you will need to place a new order.
🚫 6. Order Processing Delays or Errors
If we are unable to fulfill your order due to a processing error or stock availability, you will be notified immediately with the following options:
✅ Modify your order based on availability.
✅ Wait for the product to be restocked.
✅ Cancel the order and receive a full refund.
⚠️ 7. Important Notes
- Orders will only be eligible for cancellation or modification if they have not entered the production or shipping phase.
- Customized and personalized products are non-cancellable once processed.
- Customers are responsible for monitoring their order status to ensure any cancellation or modification requests are submitted within the allowed timeframe.
- We reserve the right to reject cancellation or modification requests if the order status does not meet the above requirements.