ORDER CANCELLATION & MADE-TO-ORDER PRODUCTS

We understand that plans can change, and you may request to cancel your order after it has been placed.

Cancellation within 30 minutes

You may request the cancellation of your order within 30 minutes of placing it. If your cancellation request is received within this period, we will cancel the order and issue a refund.

Cancellation after 30 minutes

After the first 30 minutes, your order may already have entered our preparation or production process. Most Aleana Hand products are individually handmade to order and, depending on the product selected, may be manufactured according to the options and specifications chosen by the customer. You may still submit a cancellation request after 30 minutes; however, cancellation is no longer guaranteed. If preparation or production has not yet progressed to a stage where the order can no longer reasonably be cancelled, we will always do our best to accommodate your request. If your order has already entered preparation or production, we may be unable to accept the cancellation.

Made-to-order and customised products

Certain Aleana Hand products are non-prefabricated and are made specifically according to the customer's individual selections or specifications. Where a product qualifies as goods made to the consumer's specifications or clearly personalised, the statutory right of withdrawal may not apply, in accordance with applicable EU consumer law, including Article 16(c) of Directive 2011/83/EU.