Cancellation

After an order is handed to the courier, we cannot recall it. At that point your options are to refuse the delivery when it arrives, or to accept it and raise a return afterwards if something is wrong with it.

Call us anyway — we will tell you honestly which stage your order is at rather than leaving you to guess.

You can refuse a parcel at the door. Please check it first — if the problem is damage or a wrong item, refusing is the right call and costs you nothing.

If you refuse a correct order simply because you changed your mind, the delivery charge covers a journey that already happened and is not refunded.

Repeatedly refusing correct cash-on-delivery orders may mean we ask for online payment on future orders.

We sometimes have to cancel from our side. We always tell you why, and you are refunded in full for anything already paid. That happens when:

• The product went out of stock after you ordered.
• We could not reach you by phone to confirm the order or the address.
• The delivery address is outside the areas we serve.
• The item was listed at an obviously incorrect price because of a technical or typing error.
• We have reason to suspect fraudulent use of a payment method or account.

A pre-order can be cancelled at any point before it is dispatched, including while we are still waiting for stock.

If a pre-order was paid online and you cancel, or we cannot fulfil it, the full amount is refunded — see the Pre-Order page for how the waiting period works.

A cancelled order stops there — nothing further is dispatched or charged against it. Cancelling does not affect your account or any other order you have open.

If you cancelled by mistake, you are welcome to place the order again, though we cannot guarantee that a discount or a coupon used on the original order will still be available.