Last updated 21 Sep 2026
1. Cancelling Before Dispatch Is Always Free
You may cancel an order, or a single item in it, free of charge at any time before the parcel is handed to the courier. Cancellation is instant and self service from My Orders. There is no cancellation fee, and no reason has to be given. The convenience window configured on this store is 24 hours from the time the order is placed, but the practical rule is simpler: if the item has not been dispatched, you can still cancel it.
2. What You Can Do At Each Stage
| Order status | Can you cancel? | How | What you get back |
|---|---|---|---|
| Pending or Confirmed | Yes, immediately | Cancel from My Orders | Full amount including shipping and any cash on delivery charge |
| Processing, not yet packed | Yes, usually | Cancel from My Orders, or raise a ticket if the button is gone | Full amount |
| Packed, awaiting courier pickup | Request only | Raise a ticket at once | Full amount if we stop it in time |
| Shipped or Out for delivery | No | Refuse the parcel at the door, or return it after delivery | Refund under the Return Policy, outbound shipping may not be refunded on a change of mind |
| Delivered | No | Raise a return inside the 7 day window | Refund under the Return Policy |
3. How To Cancel
- Sign in and open My Orders.
- Select the order and choose Cancel, either on the whole order or on individual items.
- Pick a reason. It is optional for you and useful for us, because repeated reasons point at a real problem in a listing or a delivery lane.
- You receive a cancellation confirmation, and the refund process starts automatically for a prepaid order.
If you checked out as a guest, use the Track Order page with your order number and registered phone number, or raise a ticket from the contact page.
4. Partial Cancellation
You can cancel one item and keep the rest. Two things adjust automatically when you do: a coupon whose minimum order value is no longer met is removed, and free shipping that the order no longer qualifies for is re-applied as a charge. The revised total is shown before you confirm, and the refund is calculated on the actual amount paid for the cancelled item.
5. Cancellations We Initiate
We may cancel an order or a line in it when:
- The item is out of stock despite showing as available, which can happen when two customers check out at the same moment.
- The price was wrong by an obvious error. We will not dispatch at an incorrect price, and we will not ask you to pay the difference either.
- Your pin code turns out to be non serviceable for that category.
- Address or contact details are incomplete and we cannot reach you after repeated attempts.
- The order fails a fraud or risk check, or breaches the purchase limits published on the product page.
- A cash on delivery verification call is not answered or the order is not confirmed.
When we cancel, you are told the reason and refunded in full including shipping and any cash on delivery charge. Nothing is deducted for a cancellation that we initiated.
6. Refusing At The Door
Refusing a parcel at delivery is not a cancellation, it is a return in transit. It is the right thing to do when the seal is broken or the carton is crushed, and it produces the fastest resolution because the parcel never needs a separate pickup. Prepaid orders refused at the door are refunded once the parcel comes back and is checked. Refusing repeatedly on cash on delivery orders may lead to cash on delivery being disabled on the account.
7. Non Cancellable Situations
- Digital keys and prepaid codes once the key has been revealed.
- Items built, configured or engraved to your specification, once production has begun.
- Any order already delivered, which moves to the return route instead.
8. Refund Of A Cancelled Order
Refunds follow the Refund Policy. A prepaid cancellation is initiated within 24 hours of the cancellation being confirmed and reaches you in the timeline for your payment method. A cash on delivery order cancelled before dispatch involves no money at all, because nothing was collected.
Frequently Asked Questions
I cancelled but the courier still has my parcel.
A parcel that was already handed over sometimes completes its trip. Refuse it at the door, or accept it and raise a return. Either way you are refunded.
Is there a cancellation fee?
No. Cancelling before dispatch costs nothing.
Can I change an item instead of cancelling?
Orders cannot be edited after they are placed. Cancel the item and order the one you want, so pricing, stock and the invoice stay consistent.
The cancel button has disappeared. Why?
The item has moved into packing or dispatch. Raise a ticket immediately and we will try to intercept it.
Will my coupon come back?
A single use coupon consumed on a cancelled order is normally reinstated. Raise a ticket if it does not appear in your account.