SHIPHORO · ORDER MANAGEMENT
Order Changes & Cancellation Policy
A Clearer Way to Manage Your Furniture Order.
Whether you need to correct an order detail, update delivery information, or request a cancellation, this guide explains how order changes are handled at each stage of the purchasing process.
YOUR ORDER, YOUR INFORMATION
Changes Are Easier When They Are Requested Early.
We understand that plans can change after a purchase. You may notice an incorrect address, select the wrong furniture option, need to adjust an item quantity, or decide that an order is no longer suitable for your needs.
Furniture orders can involve several preparation steps, including payment verification, product allocation, packaging, and delivery arrangements. As an order moves through these stages, some changes may become more difficult to accommodate.
SHIPHORO therefore reviews modification and cancellation requests according to the actual status of each order. Our aim is to provide clear information, handle requests promptly, and explain available solutions without making assumptions about what can still be changed.
UNDERSTANDING THE ORDER PROCESS
Where Is Your Order in the Process?
The available options depend largely on whether the order has entered preparation or has already been dispatched.
STAGE 01
Order Received
The purchase has been submitted. This is generally the most suitable stage to request corrections to contact details, product selections, quantities, or delivery information.
STAGE 02
Order Processing
The order may be undergoing product allocation, preparation, or packaging. Changes and cancellation requests will need to be checked against the work already completed.
STAGE 03
Order Dispatched
The order has left the preparation stage and entered delivery. Changes to the original shipment may no longer be possible. Available return or withdrawal arrangements may apply instead.
STAGE 04
Order Delivered
Once the furniture has been received, cancellation is generally no longer the applicable process. Eligible return, withdrawal, or product issue procedures should be considered according to the relevant policy and applicable law.
01 · MODIFYING AN EXISTING ORDER
What Can Be Changed After Checkout?
If you notice a mistake or need to revise your purchase, contact us as soon as possible. We will review the request and determine whether the requested adjustment can be completed before the relevant order preparation or dispatch steps take place.
Delivery Address Corrections
If you entered an incorrect street address, apartment number, city, ZIP code, or other delivery detail, provide the complete corrected address. We will check whether the change can still be applied to the order.
Product Selection Changes
Requests to change a furniture model, color, finish, size, or other product specification will be reviewed according to product availability and the current preparation status. A requested alternative is not considered confirmed until we provide an updated order confirmation.
Quantity Adjustments
You may request to increase or decrease the quantity of an item. Additional quantities depend on availability, while reductions depend on whether the original order can still be revised.
Contact Information Updates
You may request corrections to your name, email address, or telephone number to help ensure that order-related communication reaches you correctly.
Delivery Instruction Changes
If you need to update relevant delivery instructions, provide the revised information clearly. Whether it can be accommodated depends on the order's current status and the practical requirements of the delivery arrangement.
IMPORTANT FOR FURNITURE ORDERS
Check Your Measurements Before Requesting a Product Change.
When requesting a different furniture size or model, consider the available floor space, door openings, hallways, staircases, elevator dimensions, and the intended furniture position.
A product substitution may affect the order total, availability, and preparation arrangements. Please review the revised product details and price carefully before confirming the change.
02 · HOW TO REQUEST A CHANGE
A Straightforward Process for Updating Your Order.
To help us identify the correct purchase and review your request efficiently, please follow these steps.
Step 1 · Locate Your Order Details
Find your order confirmation and note the order number, the email address used at checkout, and the item you want to change.
Step 2 · Describe the Requested Adjustment
Explain what information is incorrect or what change you would like us to make. For address corrections, include the full revised delivery address rather than only the changed portion.
Step 3 · Allow Us to Review the Order
Our team will check the order status and determine whether the requested adjustment can still be made. Additional information may be requested if the change affects the product or delivery details.
Step 4 · Review the Confirmation
Wait for written confirmation before assuming that an adjustment has been completed. If the change affects the order total, review the revised details before proceeding.
03 · CANCELLATION REQUESTS
When You No Longer Want to Proceed with an Order.
If you decide that you no longer wish to complete a purchase, you may contact us to request cancellation. We will review the request against the order's current status and applicable consumer rights.
Before Preparation Begins
Cancellation requests received before the order enters preparation can generally be reviewed more easily. If cancellation is confirmed, the order will not proceed and any applicable refund will be arranged.
During Order Preparation
If product allocation, preparation, or packaging has already started, we will assess whether the order can still be stopped. The possibility of cancellation depends on the actual progress and applicable legal requirements.
After Dispatch
Once an order has been dispatched, it may no longer be possible to cancel the original shipment. You may instead need to follow the applicable withdrawal or return process. Your statutory consumer rights remain unaffected.
After Delivery
A delivered order is generally handled through the applicable return, withdrawal, or product issue process rather than a standard order cancellation. Please refer to our Return & Refund Policy and Consumer Right of Withdrawal information.
04 · HOW TO CANCEL
Submitting a Cancellation Request.
A clear request helps us identify the correct order and determine whether it can still be stopped.
01 · IDENTIFY THE PURCHASE
Provide your order number and the email address associated with the purchase.
02 · STATE YOUR INTENTION
Clearly explain that you wish to cancel the order. If only part of the order is affected, identify the specific item or quantity.
03 · REQUEST A STATUS REVIEW
We will review the current order progress and determine the appropriate next steps in light of the request and applicable requirements.
04 · RECEIVE THE OUTCOME
We will communicate whether cancellation has been completed or whether another process is required. A request should not be treated as a confirmed cancellation until its status has been clarified.
05 · SPECIAL FURNITURE ORDER SITUATIONS
When an Order Requires Additional Attention.
Furniture orders can involve product specifications and delivery arrangements that are different from those of smaller everyday purchases. The following situations may require an individual review.
Large Furniture Items
Changes to large furniture orders may affect product allocation, packaging, and delivery arrangements. Please provide any revised information as early as possible.
Multiple Items in One Order
If you want to cancel or modify only one item, identify the exact product and quantity. We will review whether the remaining items can continue under the existing order arrangement.
Incorrect Product Specifications
If you discover an incorrect size, color, or model selection, contact us promptly. Once preparation has advanced, replacing the original specification may not be practical.
Delivery Address or Access Problems
If the furniture may not fit through an entrance, hallway, staircase, or elevator, contact us as soon as you identify the issue. We will review whether the order information or delivery arrangements can still be updated.
Damaged or Incorrect Items
If your order arrives damaged, incomplete, or different from what was purchased, report the issue with the order number and relevant photographs. Such situations are handled as product or delivery concerns rather than ordinary change-of-mind cancellation requests.
06 · REFUNDS FOLLOWING CANCELLATION
What Happens to Your Payment?
When a cancellation is confirmed and a refund is due, the refund process will be arranged according to the applicable payment and refund requirements.
REFUND PROCESSING
3–5 Business Days
Our stated refund processing period after the refund has been approved.
BANK OR PAYMENT ACCOUNT CREDITING
5–10 Business Days
An estimated period for the refunded amount to appear in your account, depending on your payment provider or financial institution.
Refunds are generally returned through the original payment method where possible. The time required for the funds to appear in your account is controlled by the relevant payment provider or financial institution and may differ from our own processing time.
If a refund has been approved but is not visible after the expected period, please first check your payment account and then contact us with the relevant order details so that we can review the status.
07 · YOUR CONSUMER RIGHTS
Order Cancellation Does Not Replace Your Legal Rights.
This policy explains how we handle ordinary order changes and cancellation requests. It does not limit any consumer rights that apply to your purchase under applicable federal or state law.
Where a statutory right to cancel, withdraw from, or otherwise terminate a purchase applies, that right will be handled according to the relevant legal requirements rather than solely under our standard order-processing procedures.
If your request relates to a defective, damaged, misrepresented, or incorrectly supplied product, we will review it according to the circumstances and applicable consumer protection requirements. Nothing in this policy is intended to waive rights or remedies that cannot legally be excluded.
08 · WHEN A REQUEST CANNOT BE COMPLETED AS EXPECTED
How We Handle Complications.
Not every request can be completed exactly as submitted. If a requested change or cancellation cannot be carried out in its original form, we will review the circumstances and explain the available next steps.
If the Order Has Already Advanced
We will explain the current processing or delivery status and whether any adjustment remains possible.
If the Requested Product Is Unavailable
We will clarify the availability issue and review the appropriate options, which may include an alternative arrangement or cancellation where applicable.
If Information Is Incomplete
We may request additional details to verify the purchase and understand the intended change. Providing accurate information helps avoid unnecessary delays.
If There Is a Disagreement
Please contact us with the order number and a clear explanation of the issue. We will review the available information and seek a reasonable resolution in accordance with the applicable policy and legal requirements.
09 · A FEW IMPORTANT REMINDERS
Before Sending Your Request.
- Use the email address associated with your purchase whenever possible.
- Include your order number so we can identify the correct transaction.
- Describe the requested change or cancellation clearly and provide complete replacement information.
- Contact us promptly because preparation and dispatch activities may continue while a request is being reviewed.
- Wait for confirmation before assuming that a requested change has been applied.
- Keep your order confirmation and related correspondence for reference.
- Do not treat an ordinary cancellation request as a substitute for a statutory withdrawal or product-defect claim.
ORDER MANAGEMENT QUESTIONS
Frequently Asked Questions.
Can I change my order immediately after purchasing?
You may request a change as soon as you notice that an adjustment is needed. Whether it can be completed depends on the current order status. Requests made before preparation begins are generally easier to accommodate.
Can I change the delivery address after placing an order?
You can contact us to request an address correction. Please provide the complete updated address. We will review whether the order can still be updated before dispatch.
Can I cancel only one item from a multi-item order?
You may request cancellation of a specific item or quantity. We will review whether the remaining products can continue under the original order arrangement.
Can I cancel after my furniture has been dispatched?
A dispatched order may no longer be eligible for ordinary cancellation because the delivery process has already started. Depending on the circumstances, you may need to follow the applicable return or withdrawal process. Statutory rights remain unaffected.
How long does a cancellation refund take?
Once the cancellation and refund are approved, our stated refund processing time is 3–5 business days. The time for the funds to appear in your payment account is generally estimated at 5–10 business days and depends on your financial institution or payment provider.
What if I entered the wrong furniture size or color?
Contact us promptly with your order number and the correct product details. We will check whether the selection can still be changed before preparation or dispatch.
What happens if my cancellation request is not confirmed?
A submitted request does not necessarily mean the order has already been canceled. Contact us if you have not received clarification so that we can review the request and its current status.
What if my order arrives damaged or incorrect?
Please contact us with your order number, a description of the issue, and photographs of the affected item and packaging where available. We will review the situation under the relevant product support and return procedures.
OUR COMMITMENT
Clear Communication at Every Stage.
We recognize that a furniture purchase is an important decision. When plans change, customers deserve a straightforward explanation of what can be adjusted, what has already been processed, and what options remain available.
SHIPHORO aims to handle order changes and cancellation requests with care, clear communication, and respect for applicable consumer rights. We encourage customers to contact us as soon as a concern arises so that we can review the situation while the available options remain open.
HERE TO HELP WITH YOUR ORDER
A Better Order Experience Starts with Clear Support.
Whether you need to correct a detail, update a product selection, or discuss cancellation, our team is here to help you understand the next steps.
SHIPHORO · Thoughtful Living, Comfortable Spaces.
Need Assistance with an Order?
For order modifications, cancellation requests, refund questions, or other purchase-related concerns, please contact the SHIPHORO customer service team. Including your order number will help us identify your purchase more efficiently.
BRAND
SHIPHORO
BUSINESS ADDRESS
251-1 Kamishioda, Narumicho, Lions Place Narumi Tower 1508, Midori-ku, Nagoya, Aichi 4580835, Japan
PHONE
+81 (709) 295 32 23
CUSTOMER SERVICE HOURS
Monday–Friday, 9:00 AM–5:00 PM (Eastern Time)
SHIPHORO
Thoughtful Living, Comfortable Spaces.
Every Order Deserves Thoughtful Attention.