Order Changes & Cancellations

Kestralivo · Information desk

Email promptly when something needs to change. The stage of your order determines what is still possible.

Updated October 27, 2026

What to send

Email service@kestralivo.com with your order number, the email used at checkout and the precise change or cancellation requested. For an address correction, provide the complete corrected address. Do not send full card details or passwords.

Before dispatch

We will check whether preparation, packing or dispatch can still be stopped. A request is not automatically accepted merely because an email was sent. We will tell you what can be done. If an accepted cancellation requires a refund, it will be processed to the original payment method.

After dispatch

We may be unable to redirect or recall a parcel. Contact us so we can check the available options. A return may be needed after delivery under the Return & Refund Policy. Do not refuse or reroute a parcel without discussing instructions where this could create extra delivery problems.

Mistakes, stock issues & rights

If we discover a material issue affecting an order, we will contact you about an appropriate solution rather than silently substitute an item. Mandatory cancellation, refund and consumer rights remain unaffected. Read the Shipping Policy when timing is important.