Cancellation Policy
Last Updated: Oct 10, 2025
We understand that plans can change. This policy explains when an order can be changed or cancelled, how cancellations are handled, and what to expect once an order has entered fulfillment, shipment, or production.
Before Fulfillment
Orders may be changed or cancelled before they enter fulfillment, shipment, or production.
For non-custom orders, cancellation is typically free if requested within 72 hours of placing the order or before the order enters fulfillment, shipment, or production.
Because many OONNO items are prepared through scheduled fulfillment or freight coordination, please contact us as soon as possible if you need to cancel or change your order.
How to Request a Cancellation
To request a cancellation or order change, please contact us through our online contact form or by email at service@oonnostudio.com.
Please include:
- Order number
- Full name used on the order
- Email address used at checkout
- Reason for cancellation or requested change
- Whether you would like to cancel the full order or only specific item(s)
Submitting a request does not guarantee cancellation. OONNO will review the order status and confirm whether cancellation is still available.
Cancellation Confirmation
After you submit a cancellation request, OONNO will review your order status.
You will typically receive an email confirmation within 24–48 hours, including whether the order can be cancelled and whether any fees apply.
After Fulfillment or Shipment
After Fulfillment or Shipment
Once an order has entered fulfillment or shipped, cancellation may not be possible.
If an item has already shipped and you still wish to cancel for personal reasons, the cancellation may be processed as a return.
Outbound shipping costs, return shipping, pickup, handling, storage, or restocking fees may apply.
A return-to-warehouse or restocking fee may apply. If a percentage-based fee applies, it will be calculated based on the original order value before discounts and will be confirmed before the cancellation is completed.
For shipped orders cancelled for personal reasons, a return-to-warehouse fee of up to 10% of the original order value before discounts may apply, in addition to applicable outbound shipping, return shipping, pickup, handling, or storage fees.
Custom or Made-to-Order Items
Custom and made-to-order products are built specifically for your order.
These items may not be cancelled once production has started.
Examples may include:
- Custom upholstery
- Custom leather
- Custom color
- Custom size
- Special configuration
- Made-to-order modules
- Products marked Custom, Made to Order, or Final Sale
Address Changes
If you need to update your delivery address, please contact OONNO as soon as possible.
Address changes may not be possible once an order has shipped.
If an incorrect address causes delivery failure, reshipment, return, storage, or carrier fees, the customer may be responsible for those additional costs.
Delivery Appointment Changes
For scheduled delivery appointments, please contact the carrier or OONNO as soon as possible if you need to reschedule.
Missed appointments, inaccessible delivery locations, or unavailable recipients may result in additional fees.
Service Selection
Please review your selected delivery service carefully before checkout.
Curbside Delivery does not include in-home placement, unpacking, assembly, or packaging removal.
If an order is cancelled, refused, or returned because the selected delivery service does not include services such as room-of-choice placement, assembly, or White Glove handling, applicable shipping, return, storage, handling, or restocking fees may apply.
Refunds for Cancelled Orders
Refunds for Cancelled Orders
Approved cancellations are typically refunded to the original payment method.
If cancellation fees, shipping fees, return shipping, pickup, storage, handling, restocking, or other applicable fees apply, they may be deducted from your refund.
Refund timing may vary based on payment method and financial institution.
If the original payment method is no longer available, OONNO may issue store credit.
Related Policies
For shipped orders, please review our Returns & Exchanges policy.
For custom or made-to-order items, please review the product page and order confirmation carefully before purchase.
Related Policies