Plans change, and sometimes an order needs to be cancelled after it's already been placed. Here's exactly how that works at Vilora Labelle, and where the limits are.

Cancelling before your order ships

If you want to cancel, email info@viloralab.store with your order number as soon as you can — the earlier you catch it, the better our odds of stopping it before it moves into packing. If your order hasn't shipped yet, we'll cancel it and refund you in full. Card payments are refunded back to the original card, and bank transfer payments are refunded back to the account the payment came from, both within 7 to 10 business days.

Cancelling after it's already shipped

Once a package has actually left our hands, we can't call it back — there's no way to intercept a shipment mid-transit. At that point, your best option is to either refuse the delivery when it arrives, or accept it and follow our Returns & Exchanges policy to send it back once it's in hand. Either route gets you to the same result, a refund, just through a slightly different process depending on where the package is.

Changing something small instead of cancelling outright

Sometimes it's not the whole order you want to cancel — just a wrong shipping address, or a size you picked without thinking it through. If that's the case, email us within [12 hours] of placing the order and we'll try to fix it before it enters processing. After that window, honestly, it becomes a race against how fast our packing team moves, and we can't promise we'll catch it in time.

Orders paid by bank transfer, specifically

If you've placed an order and are still waiting for your bank transfer to clear, cancelling is simple — just let us know before you send the payment, or if you've already sent it, we'll refund the full amount back to your account once we receive it and process your cancellation. There's no extra fee for cancelling a transfer-based order, and we're not going to hold your money hostage over a change of mind.

What can't be cancelled

Anything custom-made or engraved specifically for you can't be cancelled once we've started working on it. These pieces are made to your specifications and can't be resold to another customer if you change your mind partway through, so we're upfront about this at the point you order something customized, not after the fact.

How to actually request one

Email info@viloralab.store with your order number and a quick note on what you'd like cancelled or changed. We'll confirm whether it's still possible on our end, and if it is, your refund follows the same 7 to 10 business day timeline as everything else on this site — we don't have a separate, slower process just for cancellations.

If you're not sure whether it's too late

Just ask. Emailing us to check costs you nothing, and we'd genuinely rather tell you "sorry, it's already shipped" than have you assume that and not bother reaching out at all — every so often an order sits in the queue a little longer than expected, and there's still time to catch it.