Support
If you need to cancel an order or make a change, the key is to contact us as quickly as possible. This page explains what usually matters most, what changes once an order has been dispatched, and where to go next if you need support.
The cancellation route depends mostly on timing. Use the cards below to understand what usually changes before dispatch, after dispatch, and when refunds are involved.
Before dispatch
If you need to cancel or amend an order, contact us as soon as possible. When an order has not yet been dispatched, we can often stop it or help you adjust the details before it moves any further.
After dispatch
If the parcel has already been dispatched, cancellation may no longer be possible in the same way. In that case, the next route is usually delivery guidance, returns support, or direct help from customer care.
Refunds
When a cancellation is confirmed, any refund is normally returned to the original payment method. The time it takes to appear can vary depending on the payment provider or bank.
Follow the process below to make the request as clear and fast as possible for the support team.
Keep your order number, full name, and the email address used for the order to hand. That makes it quicker for the support team to locate the order and confirm what is still possible.
Cancellation requests are most effective when they are raised promptly. If the order is time-sensitive or recently placed, use the quickest support route available rather than waiting.
Once the team has checked the order status, you will be told whether the cancellation has been completed, whether a change was possible instead, or which route to use next if the order has already moved to dispatch.
These are the questions customers usually ask when they are trying to cancel or amend an order.
Sometimes yes, but it depends on how far the order has progressed. The sooner you get in touch, the better the chance that a change can still be made before dispatch.
In some cases, only part of an order can be stopped, but that depends on how the items are being processed. Customer care can confirm whether a partial cancellation is still possible.
You should receive confirmation once the team has checked the order and actioned the request. If a cancellation is no longer possible, you will usually be guided to the next best route instead.
If cancellation is no longer the right path, these support pages will point you to the next best option.
Direct help
Use customer care for cancellation requests, order changes, account questions, and general support.
Orders
If the order is already moving through dispatch, delivery guidance can help you understand the next stage.
Quick answers
For faster self-serve guidance on orders, delivery, returns, and payments, the FAQ is the best next stop.
