Guide for Order Cancellation – Novilla

We hope you love our products and our services are beyond your expectations. However, cancellation requests for some orders are inevitable. This is understandable of course. If needed, we will cancel your order as quickly as possible. But as some orders may have been shipped and it was too late to intercept the shipment, not all cancellation requests can be fulfilled. Please read the following Guide for Order Cancellation carefully so your requests can be properly processed:

1. Cancellation Requests Can Be Fulfilled

1. At the time when we reply to your messages, your order has not been shipped yet

We have a high volume of incoming messages each day. We may need a short while( which may take up to 24 business hours) to process your cancellation request. Whether your cancel request is fulfillable depends on the order status at the time when we reply to your messages. If at that time the order has not been shipped, your cancellation request can be fulfilled.

2. Orders unpaid

If you want to cancel an unpaid order, please simply ignore any notice reminding you that you have an unpaid order. As we ship all orders after payments are cleared, no action needs to be taken if you haven't had those orders paid. If you wish to place another order, please just do it.

3. Orders damaged or lost in transit

We will help cancel your orders if they have been lost or damaged in transit, and you do not want to have these orders reshipped.

4. Orders with tracking numbers updated, however, were successfully intercepted

In some rare cases, we can fulfill your cancellation requests even if these orders have been shipped. If you wish to cancel an order that has been updated with a tracking number, we will notify our warehouse team to intercept the order. Your order will be canceled once we confirm we intercept the order successfully.

*Please kindly note: In this situation, the chance to get an order intercepted is slim.

5. Orders delivered, however, you keep the packages untouched and get them returned

You have managed to have a delivered order returned, and the returned package is intact, we are able to fulfill your cancel requests.

6. Other situations in which your cancellation requests can be fulfilled

Each cancel request is different. The aforementioned conditions can never cover all return requests. If in any situation that we haven't listed it here but your order can be canceled, we will cancel as requested.

2. Cancellation Requests May Fail

We will try our best to assist with your cancel requests, however, it may fail as sometimes things happen. If your cancellation request failed, please have no worries, we have other measures that would help solve your issues:

1. Give the item a try and keep the order

If you change your mind and would like to try the item that should have been canceled, you will notice the quality is beyond your expectation. However, if you are not going to try our item and the item has been delivered to you, please do not open the package, or extremely high return costs may incur.

2. Return the package to get a refund

If you simply want to cancel the order even if the item has been delivered to you, please contact our support team, we will assist in the return process.

3. Refuse delivery

If your order has not been delivered but it's too late to cancel it, please keep an eye on the package. You can refuse the delivery if, as luck would have it, you meet the delivery person when the package is being delivered. The package will be returned back to our warehouse if you refuse the package successfully. Of course, once our people receive the refused package, we will reimburse all costs you paid for it as long as it is intact.

NOTES: If the refused package is lost on the way back to our warehouse, please contact our support team. We would file a lost claim with the courier.

Guide on How to File a Cancel Request

It's simple. If you want to cancel an order, contact us right after you make the decision. Please contact us with the following information needed:

Order ID/Order Screenshot
Sold by Party/Seller's Name
The reasons why you want to cancel your order
Working on contact information, such as your full name, email address, and phone numbers
Other information that would help identify your order

We will reply to your messages as quickly as possible and let you know if the cancellation request is fulfillable. If we get your order canceled, we will issue a refund for you; or we will let you know the reason why it failed and what we can do in such a situation. We have always believed that communication is the best way to solve any issues between us. Feel free to contact us if anything we can assist with.

Related articles