Customer care & policies
Cancellation Policy
How to request an order cancellation and what happens before or after dispatch.
Last updated: 8 September 2026
Request cancellation promptly
Contact customer service as soon as you decide to cancel. Include your order number and use the email address associated with the order where possible. Put “Order cancellation” in the subject so that the request can be identified.
Before dispatch
An order that has not been dispatched may be cancelled. We will check its fulfilment status and confirm the outcome. Where cancellation is confirmed before dispatch, any payment taken for the cancelled order will be refunded to the original payment method. Sending a request does not itself confirm cancellation, because the order may already be in transit.
After dispatch
If the order has already been dispatched, follow the Refund & Return Policy . That policy explains the 30-day return request period, hygiene exclusions, fault exceptions and return postage. Do not send a parcel to an address that has not been provided in your return instructions.
Cancellations by the store
We may cancel an order we cannot fulfil, that cannot be delivered lawfully, or that requires cancellation because of a verified error or suspected fraud. We will notify you using the order contact details and refund payment taken for the cancelled order. No substitute product or store credit will be imposed in place of an owed refund.
Recurring charges and statutory rights
A product purchase does not authorise us to enrol you in a subscription or recurring billing. Nothing in this policy limits cancellation or withdrawal rights that cannot be excluded under applicable law.
