At Ostraviel, we understand that customers may need to change their plans after placing an order. This policy explains how to request an order cancellation, how the order's fulfillment status affects the request, and how refunds are handled when a cancellation is approved.
Requesting an Order Cancellation
If you no longer wish to proceed with an order, please contact us as soon as possible by email. Include your order number and the email address used at checkout so we can identify your purchase and review its current status.
Submitting a cancellation request does not automatically mean the order has been canceled. We will assess whether the order can still be stopped based on its fulfillment and shipping status.
Cancellation Before Shipment
Orders that have not yet been shipped may be eligible for cancellation. If we approve the request before dispatch, the order will be canceled and the payment collected for that order will be refunded.
Please contact us promptly because order preparation may begin shortly after confirmation. We cannot guarantee that a cancellation request will be completed before shipment in every case.
Requests After Shipment
Once an order has been shipped, cancellation may no longer be possible. In this situation, please contact us to discuss the available options based on the shipment's current status.
If the shipment cannot be stopped, any subsequent return request will be handled according to the applicable return conditions and requirements. A post-shipment cancellation request does not automatically qualify for a refund without the return process being completed when required.
Refund Processing for Approved Cancellations
When a cancellation is approved, we will initiate the refund within 1–3 business days.
After the refund has been initiated, the funds are generally expected to appear in the original payment account within 1–5 business days. The actual posting time may vary depending on the payment provider, card issuer, bank, or payment method.
The refund will normally be issued to the original payment method. If you do not see the funds after the expected processing period, please contact your payment provider and then reach out to our customer support team if further assistance is needed.
Orders That Cannot Be Canceled
A cancellation may not be available if the order has already been dispatched or has progressed to a stage where it cannot reasonably be stopped. If this occurs, we will explain the available next steps based on the circumstances.
Nothing in this policy limits any cancellation, refund, or other consumer rights that may apply under applicable law.
Incorrect or Duplicate Orders
If you notice that an order contains an incorrect item, shipping address, or duplicate purchase, contact us immediately. We will review the order status and determine whether a correction or cancellation is still possible.
Changes cannot be guaranteed once processing or shipment has progressed. Please check your order details carefully before completing checkout.
Contact Us About a Cancellation
For cancellation requests or questions about an approved refund, please contact us using the details below. Email is our preferred contact method because it allows you to provide your order information in writing.
Email: customer@ostraviel.com
Phone: +81 24-682-7395
Customer support hours: Monday through Friday, 9:00 AM–6:00 PM Eastern Time (ET)
Mailing address: 15 Aihamada Aigota, Soma City, Fukushima 976-0022, Japan