Order Cancellation Policy

1. Cancellation Eligibility

Whether an order can be cancelled depends primarily on its current status:

  • Order Not Yet Shipped: You may request to cancel the order.
  • Order Already Shipped: The order cannot be cancelled directly. Please wait for delivery and follow our Returns, Exchanges & Refunds Policy to request a return or refund.

Because orders are generally processed within 1–3 business days after payment confirmation, please contact us as soon as possible if you wish to cancel your order.

2. How to Request a Cancellation

You may submit a cancellation request by:

  • Email: service@herasalen.com
  • Phone: +1 (303) 742-6184

When requesting a cancellation, please provide, if available:

  • Order number
  • Customer name
  • Contact information
  • Payment information or proof of payment
  • Reason for cancellation, if applicable

For your payment security, please do not provide your full credit or debit card number, CVV, account password, or other unnecessary sensitive payment information.

3. Cancellation Processing

Once we receive your cancellation request, we will review and process it as soon as possible.

If the order has not yet shipped, we will process an eligible cancellation request.

After the request has been processed, we will notify you of the result.

If the order has already entered the shipping stage, the cancellation request may not be completed.

4. Refunds for Cancelled Orders

If your cancellation is approved:

  • The refund will be processed using the original payment method.
  • The refund will be initiated within 1–3 business days after cancellation approval.
  • The refund will be returned to the original payment account or payment method used for the purchase.
  • The actual time for the funds to appear may vary depending on your bank, credit card issuer, payment provider, or other financial institution.

For complete return, exchange, and refund terms, please see our Returns, Exchanges & Refunds Policy.

5. Orders That Have Already Shipped

Once an order has been shipped, it cannot be cancelled directly.

Please wait for the package to be delivered. After receiving your order, you may request a return, exchange, or refund in accordance with our Returns, Exchanges & Refunds Policy.

6. Contact Us

If you have any questions about order cancellation, please contact us:

Address: 4699 Kittredge St #822, Denver, CO 80239, United States
Telephone: +1 (303) 742-6184
Email address: service@herasalen.com
Opening hours: Monday to Friday, from 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)