Cancel/Change Order

Effective Date: August 13, 2026

At Isalora, we understand that customers may occasionally need to cancel an order or correct information after completing a purchase. This Cancel / Change Order Policy explains when an order may be cancelled or modified, how to submit a request, and what happens once an order has entered processing or been shipped.

Isalora sells fashion apparel including T-shirts, Sweaters, and Hoodies. Because orders are processed promptly, customers should contact us as soon as possible if they need to make a change.

1. Order Change and Cancellation Overview

We will make reasonable efforts to accommodate cancellation or change requests received before an order has been processed or shipped.

Submitting a request does not automatically guarantee that the order can be changed or cancelled. The ability to make a change depends primarily on whether the order has entered fulfillment or has already been transferred to a shipping carrier.

2. How Quickly Should I Contact Isalora?

If you need to cancel or change an order, contact us as soon as possible after placing the order.

Our standard handling time is 1 business day, and orders are processed Monday through Friday. Because orders may move into fulfillment quickly, a request received shortly after checkout may still be too late if the order has already been prepared or shipped.

The sooner you contact us, the greater the likelihood that we can accommodate your request.

To request a cancellation or change, email:

support@isalora.com

Please include your order number in the message.

3. Order Cut-Off Time

Isalora's standard order processing cut-off time is 5:00 PM EST, Monday–Friday.

Orders received after the cut-off time generally enter processing on the next applicable business day.

The processing schedule means that cancellation or modification requests must be submitted promptly. An order can potentially enter fulfillment before our team has had an opportunity to review a request.

4. Cancelling an Order Before Processing

If your order has not yet entered fulfillment, you may request cancellation by contacting support@isalora.com.

Please provide:

• Order number
• Name used for the order
• Email address associated with the order
• A clear statement requesting cancellation

If the cancellation is approved before fulfillment, the order will be cancelled and the applicable payment will be refunded to the original payment method.

There is no cancellation fee for an approved cancellation.

5. Cancelling an Order During Processing

Once an order has entered our fulfillment process, cancellation may no longer be possible.

During fulfillment, an order may already be undergoing activities such as:

• Inventory allocation
• Product picking
• Packing
• Shipping-label creation
• Shipment preparation
• Carrier handoff

If you submit a cancellation request while these activities are underway, Isalora will make a reasonable effort to determine whether the order can still be stopped.

However, we cannot guarantee cancellation once fulfillment has begun.

6. Cancelling an Order After Shipment

Once an order has been handed to USPS, UPS, or FedEx, it generally cannot be cancelled through Isalora.

At that point, the shipment is controlled by the applicable carrier and may already be moving through its delivery network.

If you no longer want the order after shipment, you may be able to use the Isalora Return & Refund Policy after delivery.

Eligible merchandise may generally be returned within 60 days of delivery, subject to the conditions of that policy.

7. Changing a Shipping Address

If you entered an incorrect shipping address, contact support@isalora.com immediately.

We may be able to correct the address if the order has not yet entered fulfillment.

However, address changes cannot be guaranteed after processing or shipment.

Customers are responsible for providing a complete and accurate shipping address during checkout.

If an order has already shipped, customers may need to work directly with the applicable carrier regarding available delivery-management options.

8. Changing Product, Size, or Color

If you selected the wrong product, size, or color, contact support@isalora.com as soon as possible.

A product change may be possible before the order enters fulfillment, provided the requested replacement is available.

For example, you may request to change:

• A T-shirt size
• A Sweater color
• A Hoodie size
• A product quantity
• One eligible product for another available product

Changes are subject to product availability and the order's processing status.

If the requested item is unavailable, Isalora may not be able to complete the requested modification.

9. Changing Order Quantity

Customers who accidentally order too many or too few items should contact Isalora immediately.

If the order has not entered fulfillment, we may be able to adjust the quantity.

If the order has already been processed or shipped, the quantity generally cannot be changed.

Any resulting difference in the order total will be handled through the applicable payment and refund process.

10. Changing Billing Information

Customers should carefully review billing information before completing an order.

If you discover an error after placing an order, contact support@isalora.com.

Certain billing information may not be changeable after payment has been authorized because payment processing is handled through the applicable payment provider.

If the billing information cannot be corrected directly, Isalora may determine that the appropriate solution is to cancel the order, where possible, and allow the customer to place a new order with accurate information.

11. Cancellation Refunds

When Isalora approves a cancellation before fulfillment or shipment, the applicable refund will generally be issued to the original payment method.

The time required for a refund to appear in the customer's account may vary depending on the payment provider or financial institution.

12. Refund Processing

For eligible returned merchandise, Isalora's Return & Refund Policy provides a 60-day return window from the delivery date.

Once an eligible return has been received and approved, the refund is processed within 12 days.

There are no restocking or return processing fees.

This refund timeframe applies to eligible returns and is separate from the cancellation process for orders that have not yet shipped.

13. No Guarantee of Cancellation

Submitting a cancellation request does not automatically stop an order.

Orders may be processed rapidly, and fulfillment activities can begin without significant delay.

For this reason, customers should not assume that an order has been cancelled unless Isalora confirms the cancellation.

If you do not receive confirmation that your cancellation request was successful, the order may continue through fulfillment.

14. Cancellation Confirmation

When a cancellation request is successfully completed, Isalora may send a confirmation to the email address associated with the order.

Customers should retain the cancellation confirmation for their records.

If a cancellation request is declined because the order has already entered fulfillment or shipment, Isalora may inform the customer that the order can no longer be cancelled.

In such circumstances, eligible merchandise may be handled under the applicable Return & Refund Policy.

15. Orders Already Shipped

Once a package has been shipped, Isalora generally cannot retrieve it from the carrier solely because the customer requests cancellation.

Our standard shipping services are provided through:

• USPS
• UPS
• FedEx

Customers should monitor the tracking information provided after shipment.

If the order is delivered and the customer no longer wants the merchandise, an eligible return may be requested within the applicable 60-day return period.

16. Incorrect or Damaged Orders

If you want to change an order because you received an incorrect, damaged, or defective product, do not simply cancel the order.

Instead, contact support@isalora.com and explain the issue.

Please include:

• Order number
• Description of the problem
• Product received
• Photographs when appropriate

Our support team will review the situation and provide the appropriate instructions.

This may allow the issue to be handled under the applicable Return & Refund Policy rather than as a standard customer-requested cancellation.

17. Duplicate Orders

If you accidentally place the same order more than once, contact us immediately at support@isalora.com.

If the duplicate order has not entered fulfillment, we will make a reasonable effort to cancel the duplicate order.

If one or more duplicate orders have already shipped, the applicable order may need to be handled through the standard return process after delivery.

18. Promotional and Discounted Orders

Cancellation and change requests involving promotional orders are subject to the same general processing requirements.

If an order containing a promotional discount is cancelled, the applicable refund will be based on the actual transaction and promotional terms associated with that order.

Changing products or quantities may affect eligibility for a promotion if the modified order no longer satisfies the original promotional conditions.

19. Customer Responsibility

Customers are responsible for reviewing their order before submitting payment.

Please verify:

• Products
• Sizes
• Colors
• Quantities
• Shipping address
• Billing information
• Email address
• Order total

Carefully reviewing this information before checkout can help prevent the need for post-order changes.

Customers are also responsible for monitoring order and shipping emails after placing an order.

20. Carrier-Related Changes

Once an order has been transferred to a carrier, delivery-management options may be subject to the carrier's policies.

Depending on the shipment, destination, and carrier service, customers may have access to certain carrier-controlled options.

Isalora cannot guarantee that USPS, UPS, or FedEx will approve a delivery redirect, address correction, hold request, or other modification.

Customers should use the tracking information supplied with the shipment to review any available carrier options.

21. Order Changes That Cannot Be Guaranteed

The following changes may not be possible after an order enters fulfillment:

• Product changes
• Size changes
• Color changes
• Quantity changes
• Shipping address changes
• Shipping method changes
• Cancellation requests

The exact availability of a change depends on the order status at the time the request is received and reviewed.

22. Contact Information

For cancellation or order-change requests, contact Isalora as soon as possible.

Store: Isalora
Email: support@isalora.com
Support Hours: 8:00 AM – 7:00 PM EST, Monday – Saturday

For faster assistance, use a subject line such as "Cancel Order – [Order Number]" or "Change Order – [Order Number]".

Include your order number and clearly explain what you would like changed or cancelled.

23. Policy Updates

Isalora may update this Cancel / Change Order Policy from time to time to reflect changes in our fulfillment procedures, payment services, shipping operations, or customer-service practices.

The latest version will be posted on our website with the applicable effective date.

Customers are encouraged to review this policy when they need to cancel or modify an order.

24. Quick Reference

Isalora will make reasonable efforts to accommodate cancellation and modification requests whenever possible. However, because orders can move into fulfillment quickly, customers should contact us immediately after discovering that a change is needed.

An order should be considered successfully cancelled or modified only after Isalora confirms the requested action.