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Order Cancellation Policy

Thank you for placing an order on this website. To help avoid processing issues, the information below outlines how order cancellation requests may be considered. Please review the details carefully before confirming your purchase.

Ⅰ. Conditions for Order Cancellation

Where applicable, a cancellation request may be submitted within 72 hours after payment.

Please be aware that:

  • Orders can generally only be cancelled before they enter processing or dispatch stages

  • A cancellation request is expected to include the order reference, proof of payment, and a brief explanation

  • Once a request is reviewed, relevant updates regarding the refund status may be communicated by email

The assessment of each request depends on the order status at the time it is received.

Ⅱ. Situations Where Cancellation May Not Apply

Cancellation may not be available in the following circumstances:

  • Orders that have already been dispatched or handed over to a courier

  • Orders affected by incorrect delivery details or other critical information that prevents delivery

If an order has already been shipped, return options may still be considered after delivery in line with the applicable Returns, Refunds and Exchanges Policy, subject to the stated timeframe.

Ⅲ. How to Submit a Cancellation Request

To submit a cancellation enquiry, after-sales support can be contacted via:

When contacting support, please ensure the order number, payment record and a short cancellation note are included to assist with review.

Ⅳ. Review and Refund Handling

After a cancellation request is received, a response is usually provided within 1–3 business days by email.

Please note:

  • Refunds are generally limited to orders that have not been shipped or that are returned without delivery

  • Any approved refund is processed back to the original payment method, such as Visa or MasterCard

  • After confirmation, refund processing may take a few working days, with final settlement time depending on the banking institution, commonly within 10–15 business days

If the refund is not reflected after this period, further verification may be requested through after-sales support.

Ⅴ. Data Protection

Personal information collected during the cancellation process is handled in accordance with GDPR and is used only for managing the relevant request.

Users may request access to, correction of, or removal of their personal data by contacting after-sales support through the details provided above.

Ⅵ. Support and Contact Details

For additional assistance or clarification regarding order cancellation, please use the following contact details:

  • Address: 820 ROCK HILL CHURCH RD, INMAN, SC, 29349-8634

  • Phone: +1 (646) 858-6452

  • Email: meuble@sofoluxe.com

  • Business hours: Monday to Friday, 9:00–12:30 / 14:00–18:00 (CET)

All enquiries are reviewed in line with applicable regulations and the terms outlined in this policy.