Cancellation Policy

Last Updated: December 21, 2025

This Cancellation Policy provides a detailed explanation of how customers can cancel their orders at My Mystery Parcel, including step-by-step instructions, timelines, responsibilities, and refund procedures. All cancellations are subject to Australian Consumer Law (ACL).

1. Introduction / Overview

• This policy applies to all orders placed on the website.
• Designed to ensure clarity, transparency, and trust for customers.
• Provides detailed guidance on eligibility, process, communication, and refunds.
• Complements the Return & Refund Policy for items that cannot be cancelled after shipping.
• It guarantees swift processing, safeguards customers, and adheres to Australian laws.

2. Order Cancellation Window

• Orders can be cancelled within 12 hours of placement.
• The 12-hour window starts at the order confirmation time.
• Orders that are beyond the 12-hour window or have already been shipped cannot be cancelled; customers will need to initiate a return instead.
• Time zone: All times are (GMT+10:00) Australian Eastern Standard Time (Sydney)

3. How to Cancel an Order

Step 1: Verify Eligibility

• Ensure the order is within 12 hours of placement.
• Confirm the order remains undelivered and uncollected.
• Check product-specific restrictions (e.g., pre-orders, limited-edition mystery boxes).

Step 2: Contact My Mystery Parcel

Contact immediately using:

• Email: contact@mymysteryparcel.com
• Phone: +61 493 530 342

Provide:

• Order number
• Full name and contact info
• Reason for cancellation (optional, helps improve service)

Use clear subject line: “Order Cancellation Request – [Order Number]”

Step 3: Verification

Our team verifies your cancellation request for:

• Eligibility (within 12 hours, not dispatched)
• Accuracy of order information

High-value or special orders may require additional verification:

• Photo of order confirmation
• Proof of payment

Verification protects customers and businesses from fraud.

Step 4: Cancellation Confirmation

If eligible, a confirmation email is sent, including:

• Order number
• Items cancelled
• Refund amount
• Estimated refund timeline (typically 10 business days, Monday–Friday)

Example: If 3 items were ordered and 1 is cancelled, the email confirms which item and the refund amount.

Step 5: Payment Refund

• Refund issued to original payment method within 10 business days (Monday–Friday).
• Customers receive a notification email when the refund is completed.

Step 6: Ineligible Cancellations

• Orders outside 12 hours or already dispatched cannot be cancelled.
• Customers may initiate a return after delivery via the Return & Refund Policy

Step 7: Escalation

• If issues arise, escalate by contacting: support@mymysteryparcel.com
• Resolution timeframe: within 10 business days (Monday–Friday).

4. Cancellation Before Dispatch

• Orders not yet shipped will be fully cancelled.
• Full payment is refunded to the original payment method.
• Email confirmation sent for cancellation and refund.
• Refunds are processed within 10 business days (Monday–Friday).

5. Cancellation After Dispatch

• Orders already dispatched or in transit cannot be cancelled.
• Customers may initiate post-delivery returns via Return & Refund Policy

6. Payment Refunds

• Refunds are issued to the original payment method.
• Timeline: 10 business days (Monday–Friday) from cancellation approval.
• Email confirmation sent upon successful refund.
• Partial refunds: proportional for partial cancellations.

7. Partial Order Cancellations

• Allowed only for multi-item orders that have not been dispatched.
• Refunds are issued for cancelled items only.
• Shipping costs, discounts, and promotions may be adjusted proportionally.

8. Customer Responsibilities

• Please contact support within 12 hours if you need to cancel your order, and be sure to provide an accurate order number and contact information.
• Provide an accurate order number and contact info.
• Understand that shipped orders cannot be cancelled.
• Monitor email for confirmation and refund updates.
• Cooperate if additional verification is requested.

9. My Mystery Parcel Responsibilities

• Please review and confirm cancellation requests promptly.
• Process refunds within 10 business days (Monday–Friday).
• Notify customers via email of approval or denial.
• Ensure transparent and clear communication throughout the cancellation process.

10. Communication & Confirmation

Every request receives a response within 1–2 business days.

Email includes:

• Order number
• Items cancelled
• Refund amount
• Estimated refund timeline

Keep the email for reference and tracking.

11. Exceptions

• Orders already dispatched cannot be cancelled.
• Special or custom items may have additional restrictions.
• If the order is in transit, initiate a return after delivery.
• Fraudulent cancellation requests may be denied.

12. Dispute Resolution

• Contact contact@mymysteryparcel.com for disputes.
• Resolution provided within 10 business days (Monday–Friday).
• Escalation is possible via the customer’s bank or payment provider if unresolved.

13. Contact & Business Information

Registered Company Name: My Mystery Parcel

ABN: 63 385 406 700

Registered Address: 12 Weigand Avenue, Bankstown New South Wales 2200, Australia

Email: contact@mymysteryparcel.com

Phone: +61 493 530 342

Live chat: Live chat available on our website

Business Hours: 10 AM–6 PM (Monday–Friday), (GMT+10:00) Australian Eastern Standard Time (Sydney)

14. Policy Updates

• Policy may be updated at any time.
• Changes apply to orders placed after the update is published.
• Customers are encouraged to review the policy regularly.