Changing or Cancelling Orders
If you would like to make a change to your order, or if you would like to cancel it altogether, please call Customer Service at 020 3695 2176. Calling is the best option so that we can attempt to change or cancel the order before it is shipped. Please be advised that once an order is placed and the payment has gone through, it is packed up and placed in a shipping container quite rapidly. As such, there is a very small window of time in which it is still possible to cancel an order.
Is your order already on its way? If we were unable to cancel the order or implement a change before it was shipped out, then you can refuse the package when it is delivered. When a package is refused, it is sent back to us; when we receive it we will contact you to find the best solution for the situation. Of course, you can also contact Customer Service in advance and make your wishes known, so we can process your request as soon as the package arrives back at our warehouse. There are no charges for changing or cancelling an order.
Have you already paid for your order and refused delivery, or was the order cancelled before it was shipped? Then our administration department will credit the order. You'll receive a credit note with an overview of the products that have been credited. The total to be refunded will be transferred to you via your original payment method.
Refunds are processed as quickly as possible and are typically completed within 15 days of the cancellation or return. Once you are notified that your refund has been disbursed, it will typically appear in your account within 5 business days. Should you have any questions regarding an order cancellation, change or return, please feel free to contact Customer Service.