FAQ

FAQ

Cancellation and Refund Policy

  • How do I cancel my order?

    You may cancel an order within the Selling Period, but only before the [Preparing for Production] phase ends.

    An order cannot be canceled when the Selling Period has ended, starting with the [Production in Progress] phase.
    If you must cancel, please do so before the Selling Period closes.

    Please understand that due to the nature of made-to-order customized production, we do not facilitate ‘change of heart’ order cancellation/exchange/return requests.



    Go to Login>My Page>View Orders and Shipping>See details and click on “Cancel Order”.

    For more information on canceling orders, please check out the other FAQs in this section, “Cancellation and Refund Policy”.

    ※ The [Cancel Order] button will disappear after the [Preparing for Production] stage.

    MarppleShop is committed to manufacturing products with a difference and we act on our concern for the environment by using our resources as efficiently as possible and minimizing waste. Please help us in doing so by thinking carefully before you decide to make a purchase.

  • I want to cancel part of an order with multiple items.

    You may cancel part of a multi-item order until the end of the [Preparing for Production] phase, which also marks the end of the Selling Period.

    For partial cancellation requests, please send us an e-mail (cs@marppleshop.com) or chat with us.

    We cannot cancel your order once the Selling Period has ended, at which point the [Production in Progress] phase begins.
    If you must cancel, please do so before the Selling Period closes.

    Since we produce items exclusively to orders, we do not accept ‘change of mind’ order cancellation/exchange/return requests.

  • How long does it take to get a refund upon canceling?

    It may vary with the method of payment.

    • Credit card: Within 2 to 5 days of canceling your order, depending on the credit card company, you will be able to verify the voided transaction in your account.
  • How do I find out when a refund has been completed?

    Check the details of your canceled order: Login>View Orders and Shipping.
    We will also send you a confirmation e-mail.

  • I successfully placed an order, but I see this: “sold out”?

    Although MarppleShop manufactures everything to order, sometimes a base item’s initial stock quantity may be compromised when we find a defective unit upon performing packing inspection or encounter other forms of inventory loss.

    If you place an order for an unavailable item and the supplier is unable to restock, we will help you with the order cancellation right away.
    We hope you’ll understand.