Updated 2026-11-08
Request a cancellation or change
Contact us as soon as possible with the order number and the change you need. A request is not automatically confirmation that a parcel has stopped. We will check the fulfilment status and confirm the outcome.
Before fulfilment starts
An unpaid order is not a completed payment. If an order has not entered fulfilment, we can usually cancel it or correct details. Any money already collected for an eligible cancelled order is refunded without undue delay. Check prices, shipping and delivery details again if a change requires a new order.
After processing or dispatch
Once picking, personalisation or dispatch has started, it may no longer be possible to intercept the shipment or change the address. We will explain any return or withdrawal options that remain available. Personalised goods can have different cancellation rights, but we do not exclude rights that apply by law.
Delivery delays and unavailable items
If we cannot fulfil an item or meet the agreed dispatch time, we will contact you about a revised date, cancellation or refund, as required by applicable law. We will not replace your purchase with a different product without your agreement.
Your legal rights
A fulfilment-stage restriction does not remove statutory withdrawal rights, rights concerning faulty goods, or a right to cancel for non-delivery. You can send a clear cancellation or withdrawal statement through the Contact us form or the support email shown there. Include your name, order number, items and the delivery date if available.