Order Cancellation
If you need to cancel an order, please contact us as soon as possible with your order number.
We’ll always do our best to help, but orders can move quickly through our warehouse and courier systems. Once an order has started being processed, packed, dispatched or transferred, we may not be able to stop it before delivery.
Cancelling before dispatch
If your order has not yet been dispatched, we will cancel it where possible and process your refund to the original payment method used at checkout.
Please contact our customer service team as quickly as possible with your order number.
Orders are usually processed quickly, so we cannot guarantee that a cancellation request will be actioned before dispatch.
Cancelling after dispatch
If your order has already been dispatched, we may not be able to stop the delivery.
Please contact us as soon as possible and we’ll confirm the available options. Depending on the courier and the stage of delivery, we may advise you to:
- Refuse the delivery, where this is possible
- Accept the delivery and request a return
- Follow our non-faulty returns process once the order has arrived
Please do not refuse a delivery unless we have advised you to do so, as this may delay your refund or cause issues with the return.
For non-faulty cancellations after dispatch, return costs or collection charges may apply. If we arrange a collection, any collection charge will be confirmed in advance and will be deducted from your refund.
Cancelling after delivery
If your order has already been delivered and you no longer want the item, please contact us to request a return.
For online orders, you usually have 14 days from the day after delivery to tell us you want to cancel your order. You then have a further 14 days to return the goods to us.
Items must be returned unused, complete, in their original packaging, and in a resalable condition.
For full details, please see our Non-Faulty Returns policy.
Cancelling part of an order
If you only want to cancel part of your order, please contact us as soon as possible.
If the item has not yet been dispatched, we may be able to cancel that item and dispatch the rest of your order as normal.
If part or all of the order has already been dispatched, you may need to follow our returns process for any unwanted items.
If only part of your order is cancelled or returned, the original delivery charge may not be refunded.
Click & Collect cancellations
If you need to cancel a Click & Collect order that has not yet been collected, you can request this in one of two ways:
- Click the View Order Details button at the bottom of your Click & Collect order received email. From there, you can manage your order and request cancellation.
- Contact the collection store directly. The store will notify us of the cancellation so we can issue your refund.
Once your cancellation has been confirmed, your refund will be issued to the original payment method used at checkout.
If your order has already been collected, please follow our click and collect returns process instead.
Delivery charges
If you cancel your full online order within 14 days of delivery and return the goods in line with our returns policy, we will refund the cost of the returned items and any standard outbound delivery charge paid, where applicable.
If you paid for an upgraded or premium delivery service, we will only refund up to the cost of our standard delivery service.
If only part of your order is cancelled or returned, the original delivery charge may not be refunded.
For cancellations or returns made after 14 days but within our 30-day returns period, we will refund the cost of the returned item only. The original delivery charge will not usually be refunded unless the item is faulty, damaged, incorrect, or we have made an error with your order.
Refunds
Refunds are issued to the original payment method used at checkout.
If your order is cancelled before dispatch, we’ll process your refund as soon as possible.
If your order has already been dispatched or delivered, your refund will usually be processed once the goods have been received back and checked, or once we have received evidence that the goods have been sent back.
Once we have processed your refund, the time it takes to appear in your account depends on your bank, card issuer or payment provider.
Orders we may need to cancel
In some cases, we may need to cancel an order or part of an order. This may happen if:
- An item is out of stock
- An item has been discontinued
- There has been a pricing or product information error
- We are unable to deliver to the address provided
- The order has failed our security or payment checks
- The item cannot be safely or legally shipped
If we need to cancel your order, we’ll contact you and refund any affected items.
This does not affect your statutory rights
Nothing in this policy affects your statutory rights. If an item is faulty, damaged, incorrect or not as described, please contact us so we can help resolve the issue.
Last updated 06/07/26
