Order Cancellation Policy
Understanding Order Cancellation
At Ilenmora, we understand that purchasing furniture is an important decision and that plans may change after an order has been placed. This Order Cancellation Policy explains how to request a cancellation, what happens at different stages of fulfillment, and how eligible refunds are processed.
Our goal is to handle cancellation requests clearly and fairly while taking into account the status of each order and the consumer rights provided by applicable law.
Submitting a Cancellation Request
If you wish to cancel an order, contact our customer support team as soon as possible. Please provide your order number, the email address used for the purchase, and a clear request to cancel.
Email is our preferred contact method. You may also contact us by telephone during our stated customer service hours.
Submitting a cancellation request does not, by itself, confirm that the order has been cancelled. We will review the order status and inform you whether the request can be completed. Customers should not assume that cancellation has been approved until confirmation has been provided.
Cancellation Before Dispatch
If an order has not yet been dispatched, cancellation may be possible depending on its current processing status.
Once we confirm an eligible cancellation, the order will no longer proceed to shipment. The payment collected for the cancelled order, including any shipping charge paid for that order, will be refunded as applicable.
Because order preparation may begin shortly after an order is received, customers should submit cancellation requests as early as possible. We cannot guarantee that every request can be completed once fulfillment activities have started.
No cancellation fee will be charged solely because an eligible cancellation request was submitted before dispatch, unless a specific charge is permitted by applicable law and was validly disclosed in advance.
Requests After Dispatch
Once an order has been dispatched, the shipping carrier may already be transporting the parcel. At that stage, cancellation, shipment interception, or redirection may no longer be available or may require carrier approval.
If your order has already left our fulfillment process, contact customer support to explain the situation. We will review the shipment status and communicate the available options.
A cancellation request made after dispatch does not automatically stop delivery or guarantee a refund. However, this operational limitation does not remove any return, refund, cancellation, or other consumer rights that apply under applicable law.
If a parcel is delayed, lost, damaged, or delivered incorrectly, please contact us promptly so that the matter can be reviewed and addressed appropriately.
Cancellation Due to Availability or Fulfillment Problems
An order may occasionally be affected by product unavailability, a payment processing issue, an inaccurate listing, or another problem that prevents fulfillment.
If we determine that an order cannot be fulfilled, we will notify the customer and explain the available resolution. Where an order is cancelled by us and a refund is due, the amount paid for the cancelled order will be refunded in accordance with applicable law.
We will not substitute a materially different product without the customer's agreement where such agreement is required.
Shipping Delays and Cancellation Rights
Our standard order processing time is generally 1–3 business days. After dispatch, the estimated transit time is 7–10 business days. These periods describe separate stages and do not constitute an unconditional guarantee of delivery by a particular date.
If we cannot ship an order within the applicable promised timeframe, we will notify the customer and provide the available options required by applicable law. Depending on the circumstances, this may include agreeing to a revised shipping date or cancelling the order and receiving a refund.
Where a consumer has a legal right to cancel because of a shipping delay, the right will not be restricted by an internal processing rule. Any required consent to a delay, cancellation option, and refund will be handled in accordance with applicable consumer protection requirements.
Refund Initiation and Completion
For an approved cancellation or refund, we generally initiate the refund within 2–3 business days after the cancellation or refund has been confirmed.
After the refund has been initiated, the estimated time for the funds to appear in the original payment account is 1–3 business days. The actual posting time may vary depending on the payment provider, card issuer, or financial institution.
These timeframes are estimates of our normal refund process. Where applicable law requires a shorter or different refund procedure, the legal requirement will take precedence.
Customers do not need to submit a second cancellation request solely because a refund is still being processed. If the expected period has passed and the refund has not appeared, please contact customer support with your order details.
Changes to an Existing Order
If you need to change an order rather than cancel it, contact us as soon as possible. Requests to modify product details, delivery information, or other order information may depend on whether the order has entered fulfillment or has already been dispatched.
We will review the request and explain whether the change can be accommodated. A requested change is not complete until it has been confirmed.
Customers should check product selections, quantities, delivery addresses, and other order details carefully before submitting an order.
Consumer Rights and Applicable Law
This policy is intended to explain our usual cancellation procedures. It does not eliminate or restrict any rights that consumers may have under applicable federal or state law.
If mandatory law provides a cancellation, refund, or other remedy that differs from the procedures described here, the applicable legal requirement will govern. Nothing in this policy should be interpreted as requiring consumers to waive a statutory right in order to request assistance.
Contact Information
For order cancellation requests, questions about cancellation status, or concerns about an outstanding refund, please contact us using the details below.
Email: solutions@ilenmora.com
Phone: +81 98-682-4736
Address: Room 204, Forest Casa, 1399 Maezato, Itoman City, Okinawa 901-0362, Japan
Customer Service Hours: Monday through Friday, 9:00 AM–6:00 PM Eastern Time (ET)