Can I Cancel My Order and Get a Refund?

Quick Answer

Whether your order can be cancelled depends on one thing: has it shipped yet? Before your order ships, we can usually cancel it and start a refund. The most important step is to contact our Customer Care team as soon as possible, because orders are prepared for dispatch quickly.

Once your order has shipped or is on its way, cancellation is generally no longer possible. In that case, you can receive the package and then request a return or exchange, and any refund follows our standard returns process.

How do I cancel my order?

Contact our Customer Care team via live chat or the Contact Us page on our website and let us know you would like to cancel. Please include:

• Your order number
• The email address used to place the order
• The reason for cancelling, if we ask for it

We will check your order status and let you know whether the order can still be stopped before it ships. In some cases we may need to ask our fulfillment or logistics team to hold the parcel before we can confirm the cancellation.

Will I get a refund if I cancel before shipping?

If your order is cancelled before it ships, we will start a refund for it. After a refund is processed, it can take a few additional days to appear on your statement, depending on your bank or payment provider. Timing can vary, so if your refund has not appeared after a reasonable period, contact us and we can confirm the status, and you may also wish to check with your bank or card issuer.

What if I only want to remove one item or a duplicate order?

If you placed a duplicate order or want to remove an extra item rather than cancel everything, contact us and clearly confirm which order or item should be changed. We will check whether the change is still possible before dispatch.

Please note that if an item is removed from an order that received a discount, the discount applied to the remaining items may be affected. If that happens, we will explain any change to your total before going ahead.

What if my order has already shipped?

Once an order is on its way, we generally cannot cancel it. Depending on your situation, you can:

• Receive the package and keep it if it still works for you
• Request a return or exchange after it arrives

For returns, your refund is issued once we have confirmed that the returned item has reached our collection warehouse. Please contact us first rather than sending anything back on your own, as return steps and any postage responsibility can vary by order. You will find full details in our Returns & Exchanges articles.

Is there a fee to cancel my order?

We do not charge a cancellation fee to stop an order before it ships. If your situation involves a return, exchange, or return label after delivery, any related costs will be explained to you for your specific order before you proceed.

In what situations should I contact Customer Care?

Please reach out right away if:

• You just placed an order and want to cancel it
• Your order has not shipped yet and you would like a refund
• You placed a duplicate order or want to remove an extra item
• You received a tracking email but are not sure whether the parcel can still be stopped
• Your refund has not appeared after a reasonable period
• Your order has already shipped or arrived and you need return or exchange help