Order Cancellation Policy
At Elviancalnello, we are committed to providing a clear and convenient order cancellation process. This policy explains cancellation eligibility, how to submit a request, and refund arrangements.
1. Order Cancellation Eligibility
Orders Not Yet Shipped: You may request cancellation at any time before your order ships. No cancellation fees apply.
Orders Already Shipped: Once an order has been handed over to the shipping carrier, it generally cannot be canceled directly. After delivery, you may request a return or refund under our Return, Exchange & Refund Policy.
2. How to Cancel an Order
Please contact us by email at care@elviancalnello.com (preferred) or call +81 19-638-7246.
Provide your order number, name, email address associated with the order, and reason for cancellation.
If necessary, we may request transaction confirmation details to verify your order. We will never ask for your full credit card number, card security code, or account password.
3. Cancellation Request Processing
We will review your request as soon as possible and notify you of the outcome by email.
Requests submitted outside customer service hours will be reviewed on the next business day.
Submitting a cancellation request does not mean your order has been canceled. Approval depends on the actual shipping status and confirmation of cancellation.
4. Refund Processing
For successfully canceled and paid orders, we will initiate a refund within 1–3 business days after cancellation is confirmed, using the original payment method.
The time required for the refund to appear in your account depends on your bank or payment service provider. The 1–3 business day period refers to refund initiation, not guaranteed receipt of funds.
5. Shipped Orders and Additional Information
For shipped orders, you may request a return or exchange within 40 calendar days of delivery, subject to our Return, Exchange & Refund Policy.
Customers are responsible for return shipping costs for voluntary returns. We cover reasonable return shipping costs for verified product defects, shipping damage, or incorrect items.
Our standard order processing time is 1–3 business days, with an order cutoff time of 6:00 PM (CT) on business days. Processing time does not establish a fixed cancellation deadline.
Nothing in this policy limits your cancellation or refund rights under applicable law.
6. Contact Us
If you need to cancel an order or have questions about refunds, please contact us using the information below.
Address: Room B201, Kamel Ju, 3-2 Hoshigaoka 2-chome, Hanamaki, Iwate 025-0065, Japan
Telephone: +81 19-638-7246
Email address: care@elviancalnello.com
Business Hours: Monday to Friday, from 9:00 AM to 6:00 PM (CT)
Shipping Area: United States