Customer is asking for cancel the order

Once an order has been placed, the order cannot be canceled by the customers in principle for the protection of the seller.

However, this does not restrict the seller from canceling the order at the customer's request.

If the customer wishes to cancel the order, and the seller can avoid incurring the actual cost because the item has not been purchased or you can have stock, etc., please cooperate in accepting cancellations whenever possible

We will contact sellers who treat customers with a high level of hospitality, including cancellations and offer various preferential promotions.

Please click here for the cancellation procedure.　

The following are examples of common cancellation requests.

Before shipment

• Customers would like to cancel and repurchase due to coupons or discount code was not applied accidentally
• Customers ordered by mistake etc

Please check the details of the customer's message and consider taking action if it is before the seller purchases the item.

If cancellation is not possible, please explain to the customer.

• Customer has changed mind
• Customer has bought the item elsewhere 
• Customer did not expect shipping time is too long etc

Because BUYMA has a buying period from order to shipment, you may receive offers such as "I didn't realize it would take so long," or there may be unexpected delays.

If there is enough time before the shipping deadline and there is no fault (misinformation, lack of explanation, etc.) on the seller, we are under no obligation to agree to such requests, however, please consider if you are able to grant the request by the customer.

In order to prevent problems, we recommend that you set an estimated delivery period with as much leeway as possible and provide a detailed explanation of the future flow of the order at the time you receive the order.

After shipment

• Customers no longer need the item because it takes time.

When delivery takes a long time, the customer may wish to cancel the order.

Please be aware that if you agree to cancel the order when the whereabouts of the shipped item cannot be tracked, the item may be delivered to the customer after the cancellation.
(You need to request BUYMA in order to cancel after shipping notification is sent)

• Customer does not like the item received, 
• Customer received the item which the size does not fit, etc.

As a general rule, the seller does not need to accept cancellation requests due to a change of mind of the customer, however if possible, BUYMA asks that you proceed with the cancellation after discussion.

Please note that if the item image is significantly different from the actual item, it will be subject to return.

If the customer requests to return the item, please refer to the FAQ here.

*Important*

Please explain in detail that you are unable to accept the request. (In order to prevent any trouble in continuing the transaction)

If you are having trouble discussing with a customer, please contact BUYMA Member Support with the details of your request.