Order Cancellation Policy

We understand that you may sometimes need to change or cancel your order. We will do our best to help whenever possible.

This policy applies to orders placed through our website for delivery within the United Kingdom.

How can I cancel my order?

To give us the best opportunity to stop your order before processing or dispatch, please contact us within one hour of placing your order.

If your order confirmation email includes a cancellation link, you can use it to submit your request. Alternatively, contact our customer support team by email.

Please include your order number and clearly state that you wish to cancel.

The one-hour window relates to stopping processing or dispatch. It does not limit your statutory cancellation rights.

What happens after one hour?

Your order may already have entered processing or fulfilment. Orders are generally processed within 1–2 working days, Monday to Friday, excluding public holidays. Our daily order cut-off time is 5:00 pm (UK time).

We will try to stop dispatch, but this may no longer be possible.

If your order has already been dispatched, you can still notify us that you wish to cancel and arrange a return where your cancellation rights apply.

We also offer a 30-day return period for eligible products, subject to our Returns and Refunds Policy. This additional policy does not affect your statutory rights.

Your statutory cancellation rights

For most goods bought online, you can cancel from the time you place your order until 14 days after the day you receive your goods, without giving a reason.

After notifying us of your cancellation, you normally have a further 14 days to send the goods back.

Some statutory exceptions apply, including goods made to your specifications or clearly personalised. These rights are explained in the Consumer Contracts Regulations 2013.

You can cancel by sending us a clear statement of your decision. You do not have to use a cancellation link or wait for approval to exercise a valid statutory cancellation right.

Please contact our team for return instructions and retain proof of postage.

I accidentally cancelled my order. Can I resume it?

Once an order has been successfully cancelled, it cannot be reactivated.

If you still wish to purchase the product, please place a new order through our website.

Contact our customer support team if you need assistance.

How do I know whether my order has been cancelled?

We will send a cancellation confirmation email once your cancellation has been processed.

If you do not receive confirmation, please contact our customer support team with your order number so we can check the status.

A missing confirmation email does not invalidate a statutory cancellation notice you have properly submitted.

When will I receive my refund?

For orders cancelled before dispatch, we generally process refunds within 2–5 working days, and no later than 14 days after being informed of your cancellation.

If the goods have already been dispatched, we may withhold the refund until we receive them back or you provide evidence that you have sent them back, whichever happens first. We will refund you without undue delay and within the applicable statutory deadline.

Refunds are issued in pounds sterling (GBP £) to the original payment method, unless you expressly agree otherwise, without a refund processing fee.

Where applicable, your refund includes the cost of our standard delivery option. Any extra amount paid for an upgraded delivery service is not refundable under the statutory cancellation rules.

Your bank or payment provider may require additional time to display the refund. These refund arrangements follow the Consumer Contracts Regulations 2013.

Orders containing gift cards

If your order includes a gift card and you wish to cancel or amend it, please contact our customer support team as soon as possible.

Include your order number and explain the change you would like to make. We will review your request according to the gift card terms and your applicable statutory rights.