Order Cancellation Policy

We understand that plans can change after an order is placed. This Order Cancellation Policy explains how to request a cancellation, how we review cancellation requests, and how refunds are handled for eligible orders. This policy should be read together with our Shipping Policy and Return and Refund Policy and is subject to applicable law.

1. Cancellation Eligibility

Orders That Have Not Shipped

You may contact us to request cancellation at any time before your order has shipped.

Orders may already be undergoing processing when a cancellation request is submitted. An order being processed does not necessarily mean it has shipped. We will review the actual order status to determine whether cancellation is still possible.

If we confirm that your order has not shipped, we will process the cancellation in accordance with our applicable procedures. If payment has already been collected, we will initiate a refund of the amount paid for the canceled order, subject to applicable law.

Please contact us as soon as possible if you wish to cancel an order. Although we will make reasonable efforts to assist, cancellation may no longer be possible if the order has already shipped.

Orders That Have Already Shipped

Once an order has shipped, it generally cannot be canceled directly.

If you no longer wish to keep an item that has shipped, you may wait for delivery and review our Return and Refund Policy to determine whether your order qualifies for a return and refund.

We will assess any questions or delivery-related circumstances in accordance with our applicable policies and legal obligations. Nothing in this policy limits any rights you may have under applicable law.

2. How to Request a Cancellation

To request an order cancellation, please contact our customer service team using either of the following methods:

Preferred method: Email assist@isladessa.com
Alternative method: Call +1 (951) 482-6739

Please provide the following information when submitting your request:

Order Number: This helps us locate your order and verify its status.
Name Used for the Order: The name entered when the order was placed.
Email Address Associated with the Order: The email address used for your purchase.
Payment Confirmation, if reasonably necessary: Relevant confirmation information may help us verify the transaction.
Reason for Cancellation: A brief explanation of your request, if you wish to provide one.

Please do not send your full payment card number, card security code, account password, or other unnecessary sensitive payment information through ordinary email. We will request only information reasonably necessary to review your cancellation request.

To help us respond promptly, please include your order number in your email or have it available when calling.

3. Cancellation Review and Confirmation

After receiving your request, we will review the relevant order information, payment status, and shipment status as soon as reasonably possible.

If your order has not shipped and qualifies for cancellation, we will process the request according to our applicable procedures. If the order has already shipped, we will explain that direct cancellation is generally unavailable and direct you to our Return and Refund Policy for information about possible return options.

We will notify you of the outcome through the email address associated with your order or another appropriate contact method.

Submitting a cancellation request does not by itself confirm that the order has been canceled. Please wait for our confirmation before assuming that the cancellation has been completed.

We will handle eligible cancellation requests in accordance with this policy and applicable law.

4. Refunds for Canceled Orders

If you have paid for an order that is successfully canceled, we will initiate a refund for the applicable amount in accordance with our policies and applicable law.

Refunds will generally be issued to the original payment method used for the purchase and returned to the payment account associated with the original transaction.

Please note the difference between refund processing and receipt of funds:

Refund initiation: We will initiate the refund after the cancellation has been confirmed and the refund is eligible for processing.
Time for funds to appear: The time it takes for the refund to appear in your account may depend on your payment provider, card issuer, bank, or other financial institution.

We cannot guarantee an exact date on which the refunded funds will appear in your account. If your refund has been initiated but has not appeared after a reasonable period, please contact your payment provider or reach out to us for assistance.

We do not impose a cancellation fee under this policy. Any refund will be handled in accordance with the applicable transaction details, our policies, and legal requirements.

Orders for which payment has not been collected do not require a payment refund. Any payment authorization or pending transaction will be handled according to the relevant payment provider's procedures.

5. Orders That Have Already Shipped

If your order has already shipped, we generally cannot stop or cancel it directly through our order cancellation process.

If you wish to return an item after delivery, please review our Return and Refund Policy for the applicable return eligibility requirements, request process, and refund terms.

If you are unsure whether your order has shipped, contact us with your order number. We will review the available order information and explain the options that may apply to your situation.

Any return or refund request will be assessed under our applicable policies and legal obligations. This policy does not remove consumer rights that cannot lawfully be excluded.

6. Relationship to Other Policies

This Order Cancellation Policy works together with our other applicable website policies:

Shipping Policy: Orders generally require 1–3 business days to process. Processing time is separate from transit time, and the actual shipment status determines whether an order can still be canceled.
Return and Refund Policy: Orders that have already shipped generally cannot be canceled directly. Eligible returns and refunds are handled according to the applicable return and refund terms.
Privacy Policy: Personal information submitted with an order or cancellation request is handled in accordance with our applicable Privacy Policy and legal requirements.

If a provision of this policy conflicts with a mandatory requirement of applicable law, the applicable legal requirement will govern.