Cancellation policy

Footnote Friend Purchase & Cancellation Policy

Last updated: [07.12.2025]

When you purchase from Footnote Friend, you’re supporting a small NZ business built on care, creativity, and curated bookish joy. This policy explains what happens when an order is placed, when it can be changed, and when cancellations are accepted.

🛒 Placing an Order

By completing checkout, you agree that:

  • All information provided (including shipping details, product selections, and custom notes) is accurate

  • You have reviewed the items in your cart carefully

  • You understand and accept our Refund, Shipping, and Terms of Service policies

We begin processing orders shortly after they are placed, so accuracy at checkout is important.

❌ Order Cancellations (Before Processing)

We allow cancellations within 12 hours of purchase only if your order has not yet begun processing.
If you need to cancel, contact us as soon as possible at [insert email] with your order number.

Once processing has begun, orders cannot be cancelled.

✨ Custom Annotated Books

Because these are personalised, labour-intensive, and created specifically for you:

  • Custom annotated book orders cannot be cancelled for any reason once work has begun

  • If you contact us within the 12-hour window and work has not started, we may approve a cancellation

  • After that point, the sale is final

Please ensure your book selection and custom details are correct before purchasing.

🔁 Preorders & Backorders (If Applicable)

If an item is listed as a preorder or backorder:

  • Your payment secures the item

  • Cancellations are only allowed within 12 hours of purchase

  • After processing begins, preorder items cannot be cancelled

We will always provide an estimated timeframe, but release dates can shift due to supplier delays.

🔄 Changing an Order

If you need to change a title, variant, or add/remove items:

  • Changes are allowed within 12 hours and only if the order has not been processed

  • Once processing begins, changes are not possible

Custom annotated book details cannot be changed after work has started.

🧾 Duplicate or Accidental Orders

If you accidentally place two identical orders:

  • Contact us immediately

  • We will cancel the duplicate as long as processing hasn’t started

After processing begins, duplicate orders are treated as standard orders.

🕒 Processing Begins Quickly

To keep delivery times reasonable (especially for NZ/AU customers), we often begin packing within the same day your order is placed.
Because of this, cancellations outside the 12-hour window are rarely possible.

❗ Our Right to Cancel

We may cancel an order if:

  • Fraud or suspicious activity is detected

  • An item becomes unavailable

  • Incorrect pricing or listing errors occur

  • A customer breaches any of our shop policies

If we cancel, you’ll receive a full refund.

📩 Need to Request a Cancellation?

Email footnotefriend@gmail.com with your order number and cancellation request.
We respond as quickly as we can, but submitting a request does not guarantee cancellation—timing is everything.