Order Cancellation Request

At IXCOS, we understand that plans may change. Customers may request to cancel an order before the order enters the fulfillment or production process.

To request cancellation, please contact our customer service team as soon as possible through email or our contact form with your order number.

Cancellation requests cannot be guaranteed once product preparation, material sourcing, production, customization, or fulfillment has started.

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Cancellation Timeframe

Standard Orders

For regular products that are available in stock:

• Customers may request cancellation within 24 hours after placing an order. We will review the order status and confirm whether cancellation is possible.
• Once an order has been processed, packed, or shipped, it cannot be cancelled.

Custom and Made-to-Order Products

For customized products, including:

• Custom sizing
• Custom colors
• Personalized designs
• Material preparation
• Accessory sourcing
  
• Pattern adjustments
• Manufacturer coordination

Cancellation requests can only be accepted before preparation or production begins.

Once materials have been prepared, production has started, or manufacturing arrangements have been confirmed, the order cannot be cancelled because costs related to materials, labor, and production preparation may already have been incurred.

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Wholesale Orders

Wholesale orders involve product selection, inventory allocation, sourcing, preparation, or production scheduling.

Once a wholesale order has been confirmed and production or preparation has started, cancellation is not accepted.

Before confirming a wholesale order, customers should carefully verify:

• Product models
• Sizes
• Colors
• Quantities
• Customization requirements
• Shipping arrangements

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Order Changes

Customers may request changes within 24 hours after placing an order, including:

• Shipping address
• Product size
• Product color
• Quantity
• Product options

please contact us within 24 hours after placing your order.

We will make reasonable efforts to assist with changes, but modifications cannot be guaranteed after processing, preparation, or production has started.

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Cancellation After Shipment

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

If you no longer need the order after shipment, please refer to our Returns & Refunds Policy.

Customers should not refuse delivery. Refused packages may be returned to the carrier processing center or destroyed, and IXCOS cannot be responsible for losses caused by refused shipments.

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Refunds for Approved Cancellations

If a cancellation request is approved before processing begins:

• A full refund will be issued.
• Refunds will be returned to the original payment method.
• Processing time depends on the payment provider or financial institution.

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EU Consumer Withdrawal Rights

Customers located in the European Union may have withdrawal rights under applicable consumer protection laws.

The 14-day withdrawal right generally applies to eligible standard products that are not customized or made according to customer specifications.

Where permitted by applicable law, customized, personalized, or made-to-order products may be excluded from withdrawal rights once production has started.

This includes products involving:

• Custom sizes
• Custom colors
• Personalized designs
• Special production requirements

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Contact Us

If you have questions regarding order cancellation, production status, or order changes, please contact our support team:

Email: support@ixcos.com or use our Contact Form.