Cancellation depends on whether your order has shipped.
Before dispatch
Yes - we can usually cancel before dispatch. If you're reading this in the Help Center, email [email protected] with your order number as soon as possible. If you're already in an email or Intercom support conversation with us, reply in the same thread instead - you don't need to start a new email.
Once cancellation is confirmed, any eligible refund is returned to your original payment method. Most refunds clear in 3-5 business days, though Afterpay and Klarna timeframes vary by provider.
After dispatch
Once you've received the "your order has been shipped" email (which includes your tracking number), the order is in transit and can no longer be cancelled. You have two options:
Refuse delivery when the parcel arrives. It will be returned to us, and we'll review the return once received.
Accept delivery and contact support to discuss return options.
If you're already in a support conversation, keep everything in that conversation and send your order number there. We'll guide you through the right next step.