Order Cancellation Policy

1. Purpose of the Order Cancellation Policy

This policy outlines the conditions under which order cancellations can be requested through our website.
The guidelines are designed to ensure a clear, simple and secure handling of customer requests, in accordance with Australian consumer protection laws and eCommerce standards. Our shop is committed to providing a reliable and transparent experience throughout the purchasing process.

2. Cancellation Conditions

Customers may request to cancel an order under the following conditions:

• The request must be submitted within 24 hours of order confirmation and before the order has been dispatched. In this case, a full refund may be approved.
• If the order has already been dispatched or more than 24 hours have passed since confirmation, cancellation is not available. In such cases, customers may request a return in accordance with our returns process.

3. How to Request a Cancellation

Cancellation requests must be submitted via email within the permitted timeframe.

The request should include the following details:

Order number
Customer’s full name
Copy of the order confirmation or proof of payment

Each request will be reviewed individually to ensure accurate and timely handling.

4. Refund Process

If the cancellation request is approved:

The refund will be initiated after confirmation of the cancellation
The amount will be returned using the original payment method
Refunds are typically processed within 2–4 business days

The exact timing for funds to appear may vary depending on your financial institution or payment provider.

A confirmation email will be sent once the refund has been completed.

5. Customer Support

For any enquiries related to order cancellations or refunds, please contact us:

Address: 2-1411 TAKAYANAGI, FUJIEDA-SHI, SHIZUOKA 426-0041, JAPAN
Email: marketing@cottaly.com
Phone: +81 (708) 310 57 54
Business Hours: Monday to Friday, 10:00 AM – 3:00 PM
Delivery Area: Australia