This policy explains how to request cancellation of orders submitted through raelluma.com, the review process for cancellation requests, and how related refunds are handled.
1. Order Cancellation Conditions
Whether an order can be cancelled depends on the current order processing status and shipping status.
Orders that have not yet shipped
If your order has not yet shipped, you may contact customer service by email or phone to request cancellation. We will verify the order status and confirm whether cancellation is still possible.
If the cancellation request is approved, we will, where applicable, stop further order processing and process any eligible refund in accordance with the relevant refund procedures.
Please note that submitting a cancellation request does not mean the order has been automatically cancelled. Order cancellation is subject to customer service review and confirmation.
Orders that have already shipped
After an order has shipped, because the item has usually entered the shipping process, it generally cannot be cancelled directly through the order cancellation process.
If you no longer wish to keep the item, please wait until the item is delivered and then review our Return and Refund Policy to confirm whether the order qualifies for return and refund. All return requests are subject to the applicable policy terms and legal requirements.
2. How to Request Order Cancellation
Please submit your cancellation request as early as possible, especially while the order has not yet shipped, so that we can verify and process it promptly.
You may contact us through the following methods:
Email: hello@raelluma.com
Phone: +81 475-22-4836
To facilitate the review, please provide the following information as far as possible:
Order number: Your order reference number.Order name: The name used when placing the order.Email: The email address used when placing the order.Payment reference information: Payment receipt or transaction reference information (if applicable).Cancellation request: A clear statement that you wish to cancel the order.To protect your payment security, please do not send your full card number, card security code, or other unnecessary sensitive payment information via ordinary email.
3. Cancellation Request Review and Confirmation
Order cancellation requests are generally processed as follows:
Submit the request: Send an email to hello@raelluma.com, or call +81 475-22-4836 to contact customer service.Verify the order status: We will check the order details, payment information, and shipping status to confirm whether the order can still be cancelled.Receive the review result: We will review the request as soon as possible and notify you promptly once the outcome is determined. If the order has already shipped and cannot be cancelled, we will explain the applicable return process.Process any eligible refund: If the cancellation request is approved and meets the refund conditions, we will process the refund to the original payment method.Not all cancellation requests can be approved. The specific outcome depends on the order status and the actual circumstances at the time of the request.
4. Refund Processing Time
For approved cancellations that meet the refund conditions, refunds are typically initiated or processed within 1-5 business days after the cancellation request is approved.
Refunds will be returned to the original payment method used for the purchase and generally cannot be changed to another payment method.
Please note that refund processing time is different from the time it takes for funds to actually reach your account. Your bank, card issuer, or payment service provider may require additional time to complete the refund posting.
If you have not received your refund after a reasonable period, please send an email to hello@raelluma.com and provide your order number so that we can assist in checking the refund status.
5. Handling of Orders That Have Already Shipped
If you request cancellation after your order has shipped, we generally cannot stop delivery directly through the order cancellation process.
After the item is delivered, you may apply for a return by following these steps:
Review our Return and Refund Policy.Confirm whether the item meets the applicable return conditions and related requirements.Send an email to hello@raelluma.com to submit a return request.Complete the subsequent process according to the return instructions provided by customer service.Return and refund requests will be handled in accordance with the applicable policy terms and legal requirements. This policy does not limit any non-waivable rights you have under applicable law.
6. Contact Us
If you have any questions about order cancellation, request review, or refund progress, please contact us through the following methods.
Website: raelluma.com
Email: hello@raelluma.com
Phone: +81 475-22-4836
Mailing Address: 1756-14 Mutsuno, Mobara-shi, Chiba 297-0012, Japan
Customer Service Hours: Monday to Friday, 9:00 AM to 6:00 PM Eastern Time (ET).
We recommend submitting cancellation requests by email first so that you can include your order number and related information. You may also call us during customer service hours.
We will do our best to process your request promptly and provide the necessary assistance regarding order cancellation and refunds.