You can cancel an order yourself, in full, any time before it ships.
How
Open your orders, choose the order, and select cancel. You will be asked why, which genuinely helps us fix whatever went wrong.
The window
Cancellation is available while an order is placed, confirmed or being packed, and within 24 hours of ordering. Once it has left the warehouse it cannot be cancelled — refuse it at the door, or start a return once it arrives.
What you get back
Everything. The full order value returns to the method you paid with, with nothing deducted. Store credit you used comes back immediately, and any offer you applied is released for you to use again.
If we cancel
Occasionally we have to, usually because a product turned out to be short in the warehouse. You get a full refund and an explanation. If only part of the order is affected, we cancel that line and send the rest.
After the window
Contact the help centre with your order number. If it has not yet been handed to the courier we can usually still stop it.