Active Luxury values every customer and works hard to ensure you enjoy a smooth shopping experience with us. We understand that sometimes plans change, and you may need to cancel an order after placing it. This Cancellation Policy explains the process, terms, and conditions for canceling an order. Please read it carefully before making your purchase.
Order Cancellation Before Processing
Customers are allowed to cancel their order within 24 hours of placing it, provided that the order has not yet been processed or shipped. To cancel, please contact our customer support team as soon as possible through email, phone, or live chat. If your request is received within this timeframe, we will cancel the order and issue a full refund to your original payment method.
Order Cancellation After Processing
Once your order has entered the processing or production stage including embroidery and/or printing, it may no longer be eligible for cancellation. This is because products are often customized, and resources are allocated immediately after processing begins. If the order has been shipped, cancellation is not possible, but you may be able to return the item according to our Return Policy.
Customized and Personalized Products
Please note that all custom orders, including embroidered items, screen printed apparel, or any product designed specifically to your requirements, are not eligible for cancellation once production has started. We recommend double checking your design, size, colors and order details before final confirmation to avoid issues. If you notice an error, reach out to us immediately—we’ll do our best to help if production has not yet begun.
Refund Timeline for Canceled Orders
If your order is successfully canceled and eligible for a refund, we will process it within 5–7 business days. The amount will be credited to your original payment method. Please note that refund timelines may vary depending on your bank, card provider, or payment platform.
How to Request a Cancellation
To cancel an order, you can:
Contact our support team via email at [alamyorders@gmail.com].
Call our customer service number at [216-318-1993].
Use the “Track My Order” section on our website and submit a cancellation request.
When requesting cancellation, please provide your order number, name, and reason for cancellation to speed up the process.
Exceptions
Bulk or wholesale orders are not eligible for cancellation once confirmed.
Promotional or clearance items may not be canceled.
Orders placed during peak sales or holidays may have stricter cancellation rules due to high demand.
Policy Updates
We reserve the right to update or change this Cancellation Policy at any time. Any changes will be reflected on this page, so we encourage customers to review it regularly.
Contact us if you have any questions about the policy.