We understand that plans can change, and sometimes you may need to cancel an order. This Cancellation Policy explains when an order can be cancelled, how to request cancellation, what happens with Cash on Delivery and prepaid orders, and when cancellation may no longer be possible.

By placing an order on the FemFace website, you agree to the terms below.

1. Can I Cancel My Order?

Yes, you may request cancellation as long as your order has not been dispatched yet.

Once your order has been packed and handed over to the courier, cancellation may no longer be possible. After dispatch, any order issue may instead fall under our Refund and Exchange Policy, depending on the situation.

2. How Do I Cancel?

To request cancellation, please contact our support team as soon as possible through our Contact Us page.

When reaching out, please keep the following ready:

Your order number
Your full name
Your phone number
Your reason for cancellation

The earlier you contact us, the better the chance we can stop the order before dispatch.

3. Cash on Delivery Orders

If you placed a Cash on Delivery order, please contact us before dispatch if you want to cancel it. Once the parcel is already in transit, we may no longer be able to cancel it.

If the order has already shipped, we kindly ask that you receive the parcel. Repeated refusal of confirmed COD orders may affect your future eligibility for Cash on Delivery.

If you need more detail on payment methods, you can also review our Payment Options page.

4. Prepaid Orders

If your prepaid order is cancelled before dispatch, any approved refund will usually be processed through your original payment method or another approved refund channel.

Refund timing may vary depending on your bank, payment provider, or payment method. In many cases, prepaid refunds may take around 7 to 14 working days after approval.

5. When Cancellation Is Not Possible

We may be unable to process cancellation if:

Your order has already been dispatched
The courier has already been assigned and the shipment is in motion
The cancellation request is received too late for fulfilment to be stopped
The order has already moved into a stage where operational reversal is no longer practical

If dispatch has already happened, please review our Refund and Exchange Policy and our Shipping Policy for the next available options.

6. Sometimes We May Need to Cancel Your Order

In some situations, FemFace may need to cancel an order on our side. This may happen because of:

Product unavailability
Pricing errors
Incomplete or unverifiable delivery details
Duplicate orders
Suspicious, fraudulent, or unusual order activity
Courier limitations affecting delivery feasibility

If a prepaid order is cancelled by FemFace, any approved refund will be arranged through the original payment method or another suitable approved refund method.

7. Cancellation Approval

Submitting a cancellation request does not automatically mean the cancellation has been completed. Your order is only considered cancelled after our support team confirms it.

If you do not receive confirmation, please follow up with our support team as soon as possible.

8. Before You Place an Order

We always recommend checking your product selection, quantity, delivery address, and payment method carefully before placing your order. This helps reduce the need for cancellations and prevents avoidable delays.

If you have product questions before ordering, you may also find these pages helpful: