Why Did My Order Ship After I Canceled?

Quick Answer

Because orders are prepared for dispatch quickly, a cancellation request can sometimes arrive too late to stop a package that's already moving through fulfillment. When that happens, you may still receive a shipping notification even though you asked us to cancel.

If this happens to you, please contact our Customer Care team. Once an order has shipped, we generally can't pull it back, but we can guide you through returning the item after it arrives so you can be made whole.

Why didn't my cancellation stop the shipment?

A cancellation request asks us to hold an order before it leaves our warehouse, but it isn't a guarantee. Orders move into packing and dispatch soon after they're placed, and if the order has already passed that point, the request may not reach fulfillment in time to stop it.

This is why we always recommend contacting us as early as possible. The sooner you reach out, the better the chance we can intercept the order before it ships.

What can I do now that it has shipped?

Once your order is on its way, the most reliable path is to receive the package and then arrange a return:

• Wait for the package to arrive rather than refusing it, unless we advise otherwise
• Contact our Customer Care team via live chat or the Contact Us page to start a return
• Keep the item in brand-new condition with tags attached, unwashed and unused, so it qualifies to be sent back

We'll confirm the return steps for your specific order and let you know what to expect for any refund.

Will I be charged for return shipping?

In most cases, return shipping is covered only when a return is due to a product defect or damage in transit. For a standard return after a missed cancellation, return shipping may be your responsibility.

That said, situations vary, and we'll let you know the options for your order when you contact us. If anything was offered as part of your support conversation, we can confirm the details for you.

How will my refund be handled?

If you return the item, your refund follows our standard returns and refunds process once the package is received and reviewed. For details on timing, amount, and where the refund is sent, see our refunds article.

If you'd like an update on a refund request that's already in progress, just reach out with your order number and we'll check the status for you.

In what situations should I contact Customer Care?

Please reach out if:

• You requested a cancellation but received a shipping notification
• You need help starting a return once the package arrives
• You'd like to confirm whether return shipping is covered for your order
• You want an update on a refund request that's already in progress
• You no longer need the item and aren't sure what to do next