If you've placed an order from a Holvi online store and wish to cancel it, you can submit a cancellation request in two ways: directly via your confirmation email or through the store's homepage.
If you’re a seller, see our guide for processing cancelled orders here.
Option 1: Cancel via your order confirmation email
- Open your order confirmation email.
- Scroll to the bottom and click Request cancellation.
- A new tab opens, taking you directly to the order details step — your order information is already pre-filled.
- Review the details and follow the remaining steps to submit your cancellation request.
Option 2: Cancel via the store homepage
Every Holvi online store has a clearly visible cancellation button, permanently available. Look for a button labelled Cancel order you'll typically find it in the store's footer.
- Click the cancel order button on the store page.
- A short form opens. Fill in:
- Your receipt number (contract identifier)
- Your email address
- Optionally, you may provide a reason for cancellation — this is entirely voluntary.
- Click Cancel order to submit.
What happens after you submit
- You will receive a confirmation email with your receipt number and the exact timestamp of when your cancellation request was made. This is your proof that the request was submitted.
- The merchant will receive a notification with your order details, the cancellation request, and the timestamp of the buyer’s cancellation request.
Please note: The confirmation email means your cancellation has been received - not that it has already been approved or processed. The merchant will review and process your request.
Troubleshooting: Can't find your order?
If you enter an incorrect receipt number or email address, you'll see an error. Double-check that you've copied the order number exactly from your confirmation email - watch out for accidentally including a trailing full stop or extra spaces.
Your right to cancel
EU consumers have the right to withdraw from a distance contract within 14 days of placing an order, without needing to give a reason. The cancellation timestamp generated when you submit your request is the legally binding record of when you exercised this right.
Once the merchant receives your withdrawal notification, they have up to 14 calendar days to process any refund.
Please note that some products and services may not be eligible for cancellation, including:
- Customised or personalised goods
- Perishable or rapidly deteriorating goods
- Sealed hygiene items that have been opened
- Hotel reservations, car rentals, or bookings tied to specific dates
- Digital content where download or streaming has already begun with your consent
If you're unsure whether your order is eligible for cancellation, contact the merchant directly.