Cancellation & Order Modification Policy
Last updated: May 19, 2026
Plans change. This Cancellation & Order Modification Policy explains how to cancel or change an order after it has been placed, what we can still help with, and what becomes harder once the parcel has left the workshop.
1. Cancellation window
You may cancel an order free of charge within 12 hours of placing it, provided the parcel has not yet been packed for dispatch. After that 12-hour window the order enters our fulfilment queue and the ability to cancel depends on the dispatch status — see sections 3 and 4.
2. How to cancel
Email [email protected] as soon as possible, with the subject line “Cancel [order #]”. Include the order number from your confirmation email. Please do not rely on a comment in your account profile — those are checked daily, not in real time. Email is fastest.
3. Cancellation fees
- Cancelled within 12 hours and before dispatch — free, full refund to the original payment method.
- Cancelled after 12 hours but before dispatch — free in nearly all cases; if we have already cut materials for a made-to-measure pair we may retain a 15% materials fee.
- Cancelled after dispatch — please decline delivery or accept-and-return under the Refund & Return Policy. We will refund the product cost; original shipping is non-refundable in this case.
4. Order modifications
We can modify an order before it is dispatched. Common changes include:
- Shipping address — must be the same country (changing country can affect duties and shipping cost; we will quote any difference before confirming).
- Size — swap to a different size of the same model, subject to stock.
- Item swap — exchange one model for another of equal price, subject to stock.
- Adding to an existing order — possible up to the moment of dispatch; we will issue a separate invoice for the added item.
5. Modification time limits
Modification requests received within 12 hours of order placement are almost always actioned. After 12 hours, modifications depend on whether the parcel has been picked, packed or handed to the courier. Once a tracking number has been generated and handed to the carrier, we generally cannot recall the parcel — but we will always try.
6. Non-modifiable items
- Custom-sized or made-to-measure pairs cannot be modified once production has started (you will receive an explicit email when production begins).
- Gift-card orders cannot be modified after the digital card has been issued.
- Orders flagged for fraud review cannot be modified until the review completes.
7. Response service-level
Cancellation and modification requests are triaged within 24 business hours of receipt. During Vietnamese public holidays this may extend to 2 to 3 business days; the website banner will indicate when extended response times apply.
8. Related policies
- Refund & Return Policy — what to do if the parcel has already shipped or arrived.
- Shipping Policy — processing times, transit estimates and carrier details.
- Terms of Service — the overall agreement between you and Trembola.
9. Contact
For any cancellation or modification request, email [email protected] with the order number in the subject line.
Contact
Trembola
Ban Xop Lau, Muong Ai, Ky Son, Nghe An, Vietnam
Phone: +84 325 847 162
Email: [email protected]
Business hours: Mon–Fri 9:00–18:00 ICT, Sat 9:00–12:00 ICT, Sun closed