Order Cancellation Policy

1. Order Cancellation Eligibility

At ivorialune (hereinafter referred to as “I”), I understand that you may need to change or cancel an order after checkout. This policy explains how to request cancellation, when an order may be stopped, and how refunds are handled.

You may request cancellation within 48 hours after placing your order, provided the order has not shipped and can still be stopped in the fulfillment process. I will review the current order status and confirm whether cancellation can be completed.

Because order preparation may begin shortly after checkout, cancellation is not guaranteed solely because a request is submitted within 48 hours. If an order has already been packed, processed for dispatch, or handed over to a shipping carrier, I may no longer be able to stop it through the ordinary cancellation process.

If more than 48 hours have passed, you may still contact me to ask whether cancellation is possible. I will review the circumstances and explain the available options.

This voluntary 48-hour cancellation policy does not limit any statutory cancellation, withdrawal, refund, or other consumer rights that apply to your purchase. Where applicable law provides a right to withdraw from a distance contract, that right is separate from this policy and will be handled according to the applicable requirements.

2. How to Request an Order Cancellation
Step 1: Contact Me Promptly

Email team@ivorialune.com or call +1 (407) 628-9143 as soon as possible after placing your order.

Please provide your order number, the email address or phone number used at checkout, and a clear statement that you wish to cancel the order. Additional purchase information may help me locate your order more efficiently.

You may submit a cancellation request by email at any time. Requests received outside customer service hours will be reviewed as soon as reasonably possible, subject to the order's fulfillment status.

Step 2: Order Status Review

After receiving your request, I will check whether the order can still be canceled.

If the order has not shipped and can be stopped, I will proceed with cancellation and notify you of the outcome.

If the order has already entered a stage where cancellation is no longer possible, I will explain the available options. Depending on the circumstances, these may include accepting delivery and submitting a return request under my Return and Exchange Policy.

Submitting a request does not mean the order has already been canceled. Please wait for written confirmation from me before treating the cancellation as complete.

Step 3: Cancellation Confirmation

Once cancellation is confirmed, I will notify you using the contact information associated with your order.

If I cannot complete the requested cancellation, I will explain the reason and provide relevant information about the available return, refund, or other options. Any statutory rights applicable to the purchase will remain unaffected.

3. Refund Method and Processing Time

For an approved cancellation, I will generally refund the payment through the original payment method. Payments made by Visa or Mastercard will be refunded through the original payment channel to the corresponding card account.

After confirming an eligible order cancellation, I will initiate the refund within 1–3 business days. This period refers to the time I take to initiate the refund, not the time required for the funds to appear in your account.

After the refund has been initiated, the time required for the funds to become available depends on your bank, card issuer, or payment provider.

If the refund does not appear within the processing timeframe indicated by your payment provider, please contact me with your order number and cancellation confirmation so I can help review the transaction.

Where applicable law requires a refund within a specific statutory period, I will comply with that deadline. The voluntary 1–3 business-day processing target does not extend or replace any mandatory refund obligation.

4. Orders That Have Already Shipped

Once an order has been handed over to the shipping carrier, I generally cannot cancel the shipment through the ordinary cancellation process.

If you no longer want the item after it has shipped, please contact me to discuss the available return options. Eligible requests will be handled under my Return and Exchange Policy, including its applicable return period, procedures, and shipping cost terms.

For voluntary returns based on a change of mind, the customer may be responsible for the direct return shipping cost where permitted by law and disclosed before purchase. For furniture that cannot ordinarily be returned by standard mail, the applicable return shipping cost or reasonable estimate will be disclosed before purchase wherever required.

If an order arrives damaged, defective, incorrect, or otherwise fails to conform to the purchase agreement, I will review the issue and provide the applicable remedy under the relevant consumer protection requirements.

Nothing in this section limits any statutory withdrawal right or other mandatory consumer remedy that applies to your order.

5. Order Errors and Changes Before Dispatch

If you notice an error in your shipping address, contact information, selected item, or other order details, please contact me as soon as possible.

I will check whether the order information can still be updated before fulfillment or shipment. Changes depend on the order's current status and whether the requested adjustment can be completed.

If the order has already been packed or transferred to a carrier, I may be unable to make the requested change. I will explain any available alternatives and confirm the outcome through your provided contact details.

Please ensure that your shipping address and contact information are accurate when placing an order. Incorrect or incomplete details may lead to delivery delays or unsuccessful delivery attempts.

6. Customer Service and Contact Information

For questions about order cancellations, cancellation confirmation, refund processing, or orders that have already shipped, please contact me using the details below.

Address: 1200 Holden Ave #155, Orlando, FL 32839, United States

Phone: +1 (407) 628-9143

Email: team@ivorialune.com

Business Hours: Monday through Friday, 9:00 AM to 6:00 PM Eastern Time (ET), excluding observed holidays.

I aim to acknowledge and respond to customer complaints within 1–3 business days. Time-sensitive cancellation requests will be reviewed according to the order's status and the applicable requirements.

When contacting me about an existing order, please include your order number and the email address or phone number used at checkout. This will help me locate your order and provide relevant assistance.