Order Cancellation Policy
1. Order Cancellation Conditions
Our store allows order cancellations under the following conditions:
- Orders that have not yet been dispatched and where payment confirmation was completed within 24 hours may be cancelled upon customer request. In such cases, a full refund will be issued.
- If the order has already been dispatched or more than 24 hours have passed since payment confirmation, cancellation is no longer available.In these situations, customers must wait for delivery and then submit a return request in accordance with the return procedure.
A return shipping label is included inside the package upon delivery.
2. Request Procedure
To request an order cancellation, customers must contact our store’s customer support via email or phone.
The request must include the following details:
Order number
Proof of payment (such as a screenshot or receipt) to assist with verification
3. Processing and Refunds
Once the request is received, we will verify the provided information.
If the order meets the stated conditions, the cancellation will be processed and a confirmation will be sent via email.
Refunds will be processed within 2–3 business days using the original payment method selected at checkout, in accordance with the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).
The actual time for funds to appear may vary depending on the processing time of the financial institution or payment service provider.
4. Customer Contact — Store
For any enquiries regarding cancellations, refunds or support, please contact:
Phone: +81 (708) 929 80 92
Email: yourhelpdesk@loftgoyard.com
Address: 3-21-5 HASHINOUCHI, IBARAKI-SHI, OSAKA 567-0805, JAPAN
Customer Service Hours: Monday to Friday, 8:10 AM – 5:10 PM (AEST), excluding Australian public holidays
Delivery Area: Australia
Our store is committed to providing clear and efficient handling of all requests, ensuring customer rights are upheld under the Australian Consumer Law (Competition and Consumer Act 2010).