Please check product descriptions for sales periods and cancellation windows.
Cancellations can be made by clicking "View My Order" on the order confirmation email and then clicking the "Cancel" button, or via the Shop app. The cancellation initiates an automatic refund that takes approximately 3 to 9 business days to process.

If you are unable to cancel your order, please submit an inquiry through the “Contact Us” Form to check if your order is eligible for cancellation. If the order is being prepared for shipment, it may be too late to cancel. 

NOTE: Products with special experiences like Fansigns, Video Call Events, Showcases, and Livestreams have a strict no refund/cancellation policy.

Cancellations cannot be undone. 

PRE-ORDER CANCELLATIONS
Cancellations are only possible before shipping preparation begins. Even if the order is in an unfulfilled state, once the shipping information has been sent to the fulfillment center and shipping work is in progress, cancellations may no longer be possible.

Shipping process for those PRE-ORDER products typically starts one to two weeks before the release date. 

NOTE: For U.S. Only items, please make sure to check the “PRE-ORDER - U.S. ONLY” article to avoid an automatic cancellation.

EVENT PRODUCT CANCELLATIONS
For online orders, the CUSTOMER NAME, ATTENDEE NAME (found on hello82.com > Account) and Name on the Photo ID MUST match. No nicknames will be accepted. If your information is incorrect, please cancel your order and re-order correctly within the sales period; no exceptions will be made. Customers may create a new account with their correct name or promptly reach out for a name change request; however, it is not guaranteed that the name will be changed in time.

Please refer to FANSIGN/VIDEO CALLS and PLAY82 for more information.