Cancellation Policy

You may ask us to change or cancel an order that has not yet moved into fulfillment. There is a short period after checkout when a change is still practical. You may change or cancel an order within 2 hours after it is placed, and only while it has not been packed. Contact owalalife@gmail.com as soon as you notice the mistake and we will tell you whether the order can still be stopped.

Changing an order you just placed

Mistakes happen at checkout. A wrong size, color, or address is easiest to fix before anyone starts packing. Write to owalalife@gmail.com with the order number and the change you want. If the order is still waiting, we will try to update it. If packing has started, we may not be able to stop it without delaying other orders.

We do not guarantee a change after the window above, even if you write quickly, because a carrier label may already exist. If we cannot change the order, you may refuse the delivery where the carrier allows that, or you may follow the return policy after the parcel arrives. A return is the usual path once fulfillment has gone too far to edit.

When we cancel

We may cancel an order that we cannot fill, that was placed on a pricing error, that uses an address we do not ship to, or that we believe is fraudulent. We may also cancel if a payment is declined or reversed. When we cancel before shipment, we refund the amount taken for that order under the refund policy.

If only one line of the order cannot be filled, we may cancel that line and ship the rest, unless you tell us you prefer to cancel everything. We will use the email address on the order to explain what changed.

After delivery

Cancellation is not available for an item you have already received. At that point the return policy and the refund policy decide what happens. Opening a cancellation request does not extend the return window.

If you used a guest checkout, include the same email address you typed at checkout. Without it we may not be able to match the payment. Account holders can also refer to the order in their account, which helps us find it faster.

Nothing on this page removes a cooling-off or withdrawal right that a consumer law gives you and that cannot be waived. Where such a right exists, tell us you want to use it and we will follow that law alongside this page.

A cancellation request should name the order number and say whether you want the whole order stopped or only one line. If we can stop the whole order, the refund covers the merchandise and any shipping that will not be used. If we can stop only one line, the rest of the order continues and only the cancelled line is credited. We will not treat silence as a cancellation. Until you receive a written note from us that the order is cancelled, assume it is still active.

If a payment was only authorized and not yet captured, a successful cancellation should release that authorization. Your bank decides when the hold disappears. If the payment was already captured, the refund policy explains how the money returns to the same method. Please do not place a second order for the same goods until you know the first one has stopped, or you may receive two parcels.