Cancellation Policy
1. Order Cancellation Eligibility
You may request to cancel an order before it has shipped. All cancellation requests are subject to order status verification and confirmation.
Once an order has shipped, it cannot be canceled through our cancellation process. However, you may request a return and refund after delivery in accordance with our Return & Refund Policy and applicable law.
2. How to Request a Cancellation
Please contact us as soon as possible using either of the following methods:
- Email: support@isalorviora.com
- Phone: +81-78-642-8391
Please provide your order number, name used at checkout, email address associated with the order, and a brief reason for cancellation. You may also provide a payment confirmation or transaction reference if available.
For your security, do not send your full payment card number, security code, or account password.
3. Cancellation Review and Confirmation
After receiving your request, we will verify the order status and process the request as soon as reasonably possible.
If the cancellation is approved, we will notify you and arrange the applicable refund. If the order has already shipped or the cancellation cannot be completed, we will explain the situation and provide further instructions.
4. Refunds for Canceled Orders
Approved cancellations eligible for a refund will be refunded to the original payment method used for the purchase.
We will initiate the refund within 1–3 business days after confirming the cancellation and refund eligibility. The time it takes for the funds to appear in your account depends on your bank, credit card issuer, or payment service provider.
5. Orders That Have Already Shipped
Orders that have shipped cannot be canceled through this policy. After delivery, you may request a return under our Return & Refund Policy.
Return eligibility, return shipping costs, product condition requirements, and refund procedures are subject to that policy and applicable law. Nothing in this policy limits any consumer rights provided by applicable law.
6. Contact Us
Address: 2-38-22 Kamitsudai, Kita-ku, Kobe, Hyogo 651-1515, Japan
Telephone: +81-78-642-8391
Email address: support@isalorviora.com
Business Hours: Monday to Friday, from 9:00 AM to 6:00 PM (CT)
Shipping Area: United States