Last updated: 1 February 2026
This Cancellation Policy explains how order cancellations are handled for purchases made on our website. By placing an order, you agree to the terms set out below.
1. General Approach
Our products are curated and may include personalised or customised elements. As such, cancellations are handled carefully and reviewed based on the stage of order preparation.
We aim to be understanding where possible, while ensuring fairness given the nature of our work.
2. Cancellation Before Order Preparation
You may request a cancellation before order preparation has begun.
If your cancellation request is approved at this stage:
- A full or partial refund may be issued, depending on the payment method and processing fees incurred
- Refunds will be processed to the original payment method
Approval of cancellation is subject to our confirmation that preparation has not yet started.
3. Cancellation After Order Preparation Has Begun
Once order preparation has begun, cancellations are generally not possible.
This includes (but is not limited to):
- Personalisation or customisation work
- Printing, writing, or assembling items
- Packing or preparation for dispatch
Requests received after this stage may still be reviewed on a case-by-case basis, but approval is not guaranteed.
4. Personalised & Customised Orders
Orders containing personalised or customised elements (such as written messages, printed text, or curated selections) are typically not eligible for cancellation once preparation has started.
This is because such items are created specifically for each order and cannot be reused or resold.
5. How to Request a Cancellation
If you wish to request a cancellation, please contact us as soon as possible and include:
- Your order number
- The reason for your request
Cancellation requests should be sent to:
Email: hello@heartstringparcels.com
6. Refunds for Cancelled Orders
If a cancellation is approved:
- Refunds will be processed to the original payment method
- Processing times may vary depending on the payment provider
- Payment processing fees or service fees may not be refundable unless required by law
7. Orders Already Dispatched
Orders that have already been dispatched or handed over to a delivery provider cannot be cancelled.
Any issues after dispatch should be addressed in accordance with our Returns & Refunds Policy.
8. Exceptional Circumstances
We understand that exceptional situations may arise. While we cannot guarantee cancellation approval after preparation has begun, we may review such requests on a discretionary basis where reasonable.
9. Consumer Rights
Nothing in this Cancellation Policy limits or excludes your rights under the Consumer Protection (Fair Trading) Act of Singapore or other applicable laws.
10. Policy Updates
We may update this Cancellation Policy from time to time to reflect operational or legal changes. The latest version will always be available on our website.
11. Contact Us
For cancellation-related enquiries, please contact us at:
Email: hello@heartstringparcels.com