Cancel/Change Order

1. Order Cancellation Overview

Customers may request cancellation after placing an order. Whether the cancellation can be completed depends on whether the order is still awaiting processing, being prepared, or has already been dispatched.

We recommend submitting cancellation requests immediately after discovering that an order is no longer needed or was placed incorrectly. Sending a request does not automatically mean that the order has been canceled.

Our support team will review the order status and inform you whether cancellation is possible. If an order has already been shipped, it generally cannot be stopped through our normal order cancellation process.

2. How to Request a Cancellation

To request cancellation, email our support team at support@kongziyue.com. Use the subject line "Order Cancellation Request" and include the details needed to identify your purchase.

1. Locate your order number.
   Check your order confirmation email and copy the order number associated with the purchase.
2. Send your request promptly.
   Email our support team with your order number, the email address used at checkout, and a clear request to cancel.
3. Wait for confirmation.
   Our team will review the current order status and advise whether cancellation can be completed.
4. Review the outcome.
   If cancellation is approved and payment has been collected, we will arrange any applicable refund to the original payment method.

Please avoid submitting multiple cancellation requests for the same order unless you need to provide additional information. Duplicate messages may make it harder to keep the conversation organized.

3. Changing an Order

If you need to change a product, quantity, or other order detail, contact us as soon as you notice the issue. We will check whether the requested adjustment can be made before the order is finalized for dispatch.

We cannot guarantee that every change will be available. A product may no longer be in stock, an order may already have been packed, or the fulfillment process may prevent an adjustment.

4. Correcting a Shipping Address

Customers are responsible for checking that their shipping address is complete and accurate at checkout. An incorrect apartment number, street address, city, state, or ZIP code may cause delivery delays or prevent successful delivery.

If you discover an error, email support@kongziyue.com immediately. Include your order number and the complete corrected address. For your security, make sure the request comes from the email address associated with the order whenever possible.

We will check whether the order can still be updated. Once the package has been handed to USPS, UPS, or FedEx, we cannot guarantee that the address can be changed or that the parcel can be redirected.

5. Changes to Product or Quantity

If you selected the wrong sunglasses, hat, scarf, color, style, or quantity, contact us promptly with the correct details. We will determine whether the order can be adjusted before dispatch.

A product change may depend on inventory availability, price differences, and whether the order has already entered fulfillment. If the requested item is unavailable or the change cannot be completed, we will explain the available options.

If a change results in a different order total, any additional payment or applicable refund will need to be addressed before the adjusted order can be finalized. We will communicate the relevant details before proceeding with a price adjustment.

6. Order Cancellation Confirmation

A cancellation request is not final until our support team confirms that the order has been canceled. If fulfillment has already begun, the request may be declined because the package can no longer be stopped in time.

If we approve a cancellation, we will provide confirmation through the contact information associated with your order. Please retain that confirmation for your records.

If you do not receive a response immediately, do not assume the cancellation has been completed. Contact us again if necessary, providing your original request and order number so we can review the status.

7. Refunds for Approved Cancellations

If a cancellation is approved after payment has been collected, we will arrange any applicable refund to the original payment method. The time it takes for the refunded amount to appear in your account may depend on the payment provider and your financial institution.

Refunds for canceled orders are distinct from refunds for returned products. If your order has already been shipped or delivered, the Return & Refund Policy may apply instead.

Kongziyue does not charge a separate cancellation processing fee for an approved cancellation. Any refund will reflect the amount eligible for return under the applicable order terms and policies.

8. Orders That Have Already Shipped

Once a package has been dispatched and handed to the shipping carrier, we generally cannot cancel the shipment, change its contents, or guarantee that its delivery address can be modified.

If you no longer want an order that has shipped, wait for delivery instructions or contact our support team for guidance. Do not assume that refusing a parcel or leaving it uncollected will automatically result in a refund.

After delivery, you may request a return if the product and circumstances meet the conditions in our Return & Refund Policy. Please contact us before sending any product back so we can provide the appropriate instructions.

9. Duplicate Orders and Incorrect Purchases

If you accidentally submit the same order more than once, select an incorrect item, or notice an unexpected order detail, contact us immediately. Provide the order number for each affected purchase and explain what happened.

We will review the available order information and determine whether a duplicate order can be canceled or an incorrect order can be adjusted. The outcome depends on each order's processing and shipment status.

If the affected order has already been dispatched, the normal cancellation process may no longer be available. Any return request will be reviewed under our Return & Refund Policy.

10. Unavailable Products and Order Adjustments

In some circumstances, a selected product may become unavailable after an order is submitted. If this affects your order, we may contact you to explain the issue and discuss reasonable options, which may include an available adjustment or cancellation where appropriate.

We will not assume that you agree to a material product substitution simply because the original item is unavailable. If a decision or confirmation is required from you, we will explain the available options before proceeding where feasible.

If an affected order is canceled after payment has been collected, any applicable refund will be arranged to the original payment method.

11. Information to Include in Your Request

To help us review a cancellation or change request efficiently, include the following information in your email:

• Your order number.
• The name and email address used when placing the order.
• A clear description of the cancellation or change you are requesting.
• For address corrections, the complete corrected shipping address.
• For product or quantity changes, the correct product details and requested quantity.
• Any relevant explanation that may help us understand the issue.

Please do not include passwords, full payment card numbers, or other unnecessary sensitive information. We may request reasonable verification if needed to protect your order information.

12. Processing Time and Customer Support

We aim to respond to customer inquiries within 1 business day. However, response time may vary depending on inquiry volume, weekends, holidays, and the information needed to review your order.

Because order fulfillment may continue while a request is being reviewed, customers should submit cancellation and change requests as early as possible. Contacting us does not pause the fulfillment process unless we confirm otherwise.

Our customer support hours are 8:00 AM–7:00 PM ET, Monday through Saturday. Requests received outside support hours will be reviewed when the team is available.

13. Circumstances Beyond Our Control

We may be unable to complete a requested change because an order has already been packed, transferred to a carrier, or processed by a service provider. System limitations, inventory availability, and carrier restrictions may also affect the available options.

We will make reasonable efforts to explain any limitation and identify practical alternatives where possible. However, we cannot guarantee that a cancellation, address correction, or product adjustment will be successful after fulfillment has progressed.

14. Relationship to Our Other Policies

This policy covers requests to cancel or modify orders before delivery. It should be read together with our Terms of Service, Shipping Policy, and Return & Refund Policy.

The Shipping Policy explains our shipping charges, handling time, estimated transit time, and delivery services. The Return & Refund Policy explains eligibility and procedures for products that have already been delivered.

If your order has already shipped or arrived, please review the Return & Refund Policy before requesting a return. Contact our support team if you are unsure which process applies to your situation.

15. Updates to This Policy

Kongziyue may update this Cancel / Change Order Policy to reflect changes in our order management procedures, fulfillment operations, or customer support processes.

The current version will be published on this page. We encourage customers to review the policy when submitting a request so they understand the process and its limitations.

16. Contact Us for Order Changes

If you need to cancel an order, correct shipping information, change a product, or ask about an order adjustment, contact our support team as soon as possible. Include your order number and a clear description of the requested change.