Cancellation Policy
Cancellation depends on one thing: whether your order has been confirmed yet. For items that arrive damaged or defective, see our Return Process and Refund Policy.
1. Placed and Confirmed
Order placed — your payment has gone through successfully. Your order exists, but production has not started.
Order confirmed — your order has been passed to production and work begins on your piece. This happens shortly after your order is placed.
2. When You Can Cancel
- Before your order is confirmed — you can cancel, and you will be refunded in full.
- Once your order is confirmed — the order cannot be cancelled. Production has begun on your piece, and personalized work cannot be resold to anyone else.
This applies to every order, personalized or not.
3. How to Cancel
Email hello@fankaara.com with your order number, as soon as possible after placing the order.
Cancellation is handled manually by our team. We will check whether your order had been confirmed by the time your email reached us, and reply to tell you either way. Because production begins shortly after an order is placed, please write to us straight away rather than waiting.
4. Your Cancellation Refund
If your cancellation is accepted, we initiate your full refund within 3-5 business days.
Initiating a refund is the point at which we send it. Your bank or payment provider then takes its own time to settle it into your account, which is outside our control.
5. After Your Order Is Confirmed
Once confirmed, orders are dispatched within 3-7 business days, depending on the piece and the level of customization involved.
A confirmed order cannot be cancelled — but if what arrives is damaged in transit or defective, you are covered. See our Return Process and Refund Policy. Fankaara arranges and pays for return pickup on every valid claim.
Contact
For any question about cancelling an order, reach us with your order number at: