Customer service
Cancellation Policy
Last updated: April 10, 2026
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At Homestorie.com, all products are made-to-order specifically for you by independent designers and our production partners. Because production begins quickly after an order is placed, our cancellation policy is designed to balance customer flexibility with production realities.
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1. Cancellation Window
You may cancel your order within 24 hours of placing it for a full refund, provided the order has not yet entered the production stage.
Orders placed before 2:00 PM EST (UTC-4) on business days (Monday–Friday) may begin production the same day. Orders placed after this cut-off or on weekends/holidays will begin processing the next business day.
2. Cancellation After 24 Hours
After 24 hours, cancellations are generally not accepted because production has likely started. However, we will review each request on a case-by-case basis.
- If production has not yet started, we may still be able to cancel the order and issue a full refund.
- If production has already begun, cancellation is not possible. You may instead return the item after receiving it under our 30-day Return & Refund Policy.
3. How to Cancel an Order
To request cancellation:
- Email [email protected] as soon as possible with your order number.
- Provide a brief reason for cancellation (optional but helpful).
- We will respond within 1–2 business days to confirm whether cancellation is possible.
4. Refunds for Cancelled Orders
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5. Important Notes
- Because Homestorie is a marketplace, some orders may be fulfilled by different production partners, which can affect how quickly production begins.
- Custom or personalized items have a stricter cancellation policy and are rarely cancellable after 12 hours.
- If your order has already shipped, cancellation is no longer possible.
Frequently Asked Questions
In most cases, no. Once production has started, we are unable to cancel the order. Please consider our 30-day return policy after you receive the item.
Custom and personalized items have a very limited cancellation window (usually within 12 hours). After that, they cannot be cancelled.
- To avoid disappointment, please double-check your order details (address, design, size, etc.) before placing your order.
- For urgent cancellation requests, email [email protected] immediately.
- This Cancellation Policy works together with our Shipping Policy and Refund Policy.