Order Cancellation Policy

 

This Order Cancellation Policy applies to orders placed on the Fivonesta (hereinafter referred to as “we”) website and explains the conditions and procedures for cancelling orders at different stages.

1. Scope of Application

This policy applies to online orders placed through our website.
Whether an order has entered the shipping process is the key factor in determining whether it can be cancelled.

2. Cancellation of Unshipped Orders

You may request cancellation of an order if it has not yet been shipped.

If you wish to cancel an unshipped order, please contact us as soon as possible and provide your order details.
Once we confirm that the order has not entered the shipping process, we will cancel the order and arrange a refund.

Refunds will be processed within 1–4 business days and returned to the original payment method used at checkout.
The actual time for the refund to appear may vary depending on your payment provider or bank.

3. Cancellation of Shipped Orders

If an order has already entered the shipping process or has been dispatched, it cannot be cancelled directly.

In such cases, you may apply for a return after receiving the goods in accordance with our published Return and Exchange Policy.
Orders that have been shipped will be handled under the return process rather than the order cancellation process.

4. Special Circumstances

We may cancel an order proactively in the event of system errors, inventory issues, or other unforeseen circumstances that prevent fulfilment.
In such cases, any payments made will be refunded to the original payment method without additional charges.

5. Refund Processing

All refunds for order cancellations that comply with this policy will be processed within 1–4 business days after confirmation.
Refunds will be issued to the original payment method, and processing times may vary depending on the relevant payment service provider.

6. Contact Information

If you have any questions about order cancellations or need assistance submitting a cancellation request, you may contact us using the details below:
Phone: +1 (660) 717-1384
Email: assist@fivonesta.com
Customer service hours:
Monday to Friday
9:00–11:00
13:00–18:00
(Europe/London time, GMT/BST)

Contact address:
1101 PARC CENTRAL
FESTUS, MO 63028
United States