ORDER CANCELLATION PROCESS
FIRTRIMCO / ORDER SUPPORT
ORDER CANCELLATION PROCESS
Need to cancel a furniture order? Here's how the process works and what you can expect.
CHANGED YOUR MIND ABOUT AN ORDER?
Sometimes plans change after an order is placed. You might decide on a different piece of furniture, notice an incorrect delivery detail, or simply need to reconsider a purchase.
At firtrimco, we aim to make cancellation requests straightforward. Whether we can stop an order depends on how far it has progressed through preparation and shipping.
This page explains how to submit a cancellation request, what happens after we receive it, and how refunds or returns are handled when an order can no longer be stopped.
IMPORTANT ORDER TIMEFRAMES
ORDER PROCESSING
1–3 DAYS
ESTIMATED DELIVERY
4–13 DAYS
ESTIMATED TOTAL SHIPPING TIME
5–16 DAYS
APPROVED REFUND PROCESSING
3–5 DAYS
01. When Can an Order Be Canceled?
You may request cancellation after placing an order, but approval depends on the order's current status.
Orders normally require 1–3 days for processing. During this stage, we review purchase details, prepare the furniture, and arrange transportation.
If your order has not progressed beyond the point where shipment can be stopped, we will make reasonable efforts to cancel it.
Submitting a cancellation request does not automatically cancel an order. Please wait for confirmation from our customer service team before assuming that your purchase has been canceled.
02. Step One — Submit Your Cancellation Request
To request cancellation, contact our customer service team using the official contact information at the end of this page.
Please include your order number, the name associated with the purchase, and a brief explanation of your request.
If you placed an order containing several products, please specify whether you wish to cancel the entire order or only certain items.
Providing complete order information helps us identify the transaction and determine which options may still be available.
03. Step Two — We Review the Order Status
After receiving your request, we check the relevant order information to determine whether the product is still being prepared or has already entered the shipping process.
Our review may include confirming the order details, checking the fulfillment status, and determining whether the transportation arrangements can still be changed.
The outcome will depend on the actual status of your order. Our team will explain whether cancellation can be completed or whether another solution is required.
04. Step Three — Receive Cancellation Confirmation
If your cancellation request is approved, we will confirm that the affected order or items have been canceled.
Where payment has already been collected, an eligible refund will be arranged to the original payment method.
If the order cannot be canceled because it has already entered transportation, our customer service team will explain the available options under the applicable return policy.
Please retain the cancellation confirmation and any related transaction records for your reference.
05. What If My Order Has Already Shipped?
Once an order has been handed over for transportation, we may no longer be able to stop the shipment or change its destination.
If you no longer want the furniture, you may request an eligible return after delivery under our Return, Exchange & Refund Policy.
Our standard change-of-mind return window is 14 days after delivery. The product must meet the applicable return conditions.
For ordinary change-of-mind returns, return shipping costs are the customer's responsibility unless otherwise agreed or required by law. Defective, damaged, or incorrectly supplied products are handled according to the applicable legal protections and store policy.
06. How Cancellation Refunds Are Handled
When a paid order is successfully canceled and qualifies for a refund, we return the eligible amount through the original payment method, unless another lawful arrangement has been agreed upon.
REFUND PROCESSING: 3–5 DAYS
Approved refunds are processed within 3–5 days.
The date on which the funds appear in your account may depend on the bank, card issuer, or other payment provider involved in the original transaction.
Any refund required by law will be handled within the applicable legal deadline if that deadline is shorter.
07. Can I Cancel Part of an Order?
If an order contains multiple furniture items, you may request cancellation of selected products rather than the entire purchase.
Partial cancellation depends on whether the affected items can still be removed from the fulfillment process.
If a partial cancellation changes the merchandise subtotal, the applicable shipping charges may need to be recalculated under our published shipping policy.
We will explain any applicable changes to the order total before completing an approved partial cancellation. We will not impose undisclosed cancellation penalties.
08. Changes to Products or Delivery Details
If you only need to correct an address, update recipient information, or change a product selection, cancellation may not be necessary.
Please contact our team with the requested correction and your order information.
We will assess whether the change can be made without disrupting fulfillment. Changes are not guaranteed after shipping arrangements have been confirmed.
If the requested adjustment cannot be made, we will explain the available alternatives, including cancellation or return where applicable.
09. Cancellation Due to Product Unavailability
Occasionally, an item may become unavailable after an order has been submitted because of an inventory discrepancy or another fulfillment issue.
If we cannot provide the ordered product, we will explain the situation and offer the options available under applicable law.
Where the affected purchase is canceled and payment has been collected, we will issue the appropriate refund without charging the customer for our inability to fulfill the order.
We will not substitute a materially different product without the customer's authorization.
10. Cancellation Because of Delivery Problems
Our estimated delivery transportation time is 4–13 days, and the estimated total shipping time, including order processing, is 5–16 days.
If an order cannot be shipped within the applicable promised timeframe, we will follow the required procedures concerning delay notices, customer consent, cancellation, and refunds.
If a shipment is confirmed lost, cannot be delivered, or otherwise qualifies for cancellation under applicable law, we will provide an appropriate resolution.
A customer will not be required to pay cancellation charges resulting solely from our failure to fulfill an order as legally required.
11. Shipping Fees and Canceled Orders
Our standard shipping policy provides free shipping for orders with a merchandise subtotal of €88.20 or more.
Orders below €88.20 are charged a standard shipping fee of €8.88.
If an entire order is successfully canceled before shipment, the refund will include any standard shipping charge paid for that unshipped order.
If an order has already been shipped, any refund of shipping charges will be determined by the reason for the cancellation or return, our published policies, and applicable consumer protection laws.
12. Taxes and Other Charges
All taxes, duties, and related fees are included in the product prices. You will not be required to pay additional taxes or related charges.
When a paid order is canceled and a refund is due, the eligible amount will be calculated according to the original transaction and the applicable cancellation circumstances.
We do not apply hidden cancellation charges or undisclosed administrative deductions. Any legally permitted charge must be supported by the applicable policy and relevant circumstances.
13. When Cancellation Cannot Be Completed
A cancellation request may not be approved when the order has already entered a shipping stage that cannot reasonably be stopped.
Some products may also require additional review when they have been prepared according to individual customer specifications, provided any special conditions were properly disclosed before purchase.
If cancellation cannot be completed, we will explain the reason and identify the options available under our return policy or applicable law.
These limitations do not apply where cancellation or another remedy is mandatory under consumer protection law.
14. Consumer Rights and Fair Handling
Our cancellation procedures are intended to provide clear information and a reasonable way to resolve order changes.
Applicable United States federal and state laws may provide additional rights concerning delayed shipments, canceled orders, refunds, defective goods, or transactions that cannot be fulfilled.
Nothing in this policy overrides mandatory legal protections or prevents customers from exercising rights available under applicable law.
Where a legal requirement conflicts with a provision of this page, the applicable legal requirement takes precedence.
BEFORE REQUESTING A CANCELLATION
Please make sure you have the correct order number and know whether you want to cancel the entire order or selected products.
If the issue concerns a delivery address or product selection, tell our team what needs to change so we can review the available options.
A cancellation is complete only after you receive confirmation that the request has been approved.
15. Cancellation Support and Official Contact Information
For cancellation requests, order corrections, refund questions, or help with an order that has already shipped, please contact our customer service team using the details below.
STORE NAME
firtrimco
OFFICIAL WEBSITE
friendlyservicevfgtuh@firtrimco.com
PHONE
+81(807)853 53 24
BUSINESS ADDRESS
1-71-3-A Shikama-ku Jonan-cho, Himeji-shi, Hyogo 672-8083, Japan
CUSTOMER SERVICE HOURS
Monday to Friday, 9:00 AM to 6:00 PM (Response times may be longer on weekends and public holidays).
FIRTRIMCO — CLEAR CHOICES, BETTER SHOPPING
We understand that plans change. Our goal is to help you understand your options and handle your request fairly.