Cancellation Policy

Before Dispatch

You can cancel any order at no cost until it has been dispatched, and you do not have to give a reason. Open the order under My Orders and choose Cancel Order, or write to us with your order number.

Because orders usually leave us within 2 working days, cancel as early as you can. Once the parcel is handed to the courier the option disappears, and what you have then is a return rather than a cancellation.

After Dispatch

A dispatched order cannot be cancelled. You may refuse the parcel at the door, or accept it and raise a return within 7 days under the Return and Refund Policy.

On a refused parcel we refund the product value once it reaches us. The original shipping charge is not refunded, because the courier has already made the trip.

When We Cancel an Order

Occasionally we have to cancel an order ourselves. The usual reasons are that the item turns out to be out of stock after a stock count, that the delivery address is not serviceable by any courier we work with, that a pricing error was published, or that the order looks fraudulent.

We tell you why, by email, and refund you in full including any shipping charge. No cancellation charge or deduction of any kind is applied to you when the cancellation is ours.

Cancelling Part of an Order

You can cancel individual items from an order that has not been dispatched. The refund covers those items only, and the rest of the order ships as normal.

Cancelling items can take an order below the free-shipping threshold. If it does, the shipping charge for the remaining items is deducted from the refund and the revised total is shown before you confirm.

Refund Timing

Refunds on cancelled orders are raised within 5 to 7 working days to the method you paid with. Your bank may take a further 3 to 5 working days to show it. Cash-on-delivery orders that were cancelled before dispatch were never charged, so there is nothing to refund.