How do I cancel my online order?

If you need to cancel an online order, please contact our Online Customer Service Team as soon as possible.

Whether your order can be cancelled depends on how far it has progressed.

My order hasn't been picked or dispatched

If your order has not yet been picked or dispatched, we can cancel the order and issue a full refund.

Please contact us as soon as possible with your ORD or SHP order reference.

Orders can progress through processing quickly, so contacting us before dispatch does not guarantee that we'll be able to stop the order before it is picked or dispatched.

My order has already been picked or dispatched

Once your order has been picked or dispatched, it can no longer be cancelled.

You can either:

• Refuse the goods when delivery is attempted, or
• Accept the delivery and follow our returns process afterwards.

Please be aware that charges may apply depending on the circumstances.

Can I cancel a Click & Collect order?

Yes. The same cancellation rules apply to Click & Collect orders.

If your order has not yet been picked, please contact our Online Customer Service Team as soon as possible and we can cancel it for a full refund.

Once the order has been picked, it can no longer be cancelled and the appropriate returns process will apply.

Can I cancel an Online Only or Direct from Supplier order?

The same cancellation rules apply to Online Only and Direct from Supplier orders.

Please contact us as soon as possible if you wish to cancel.

If the order has already been picked or dispatched, it can no longer be cancelled and you will need to follow the appropriate returns process.

Can bespoke or made-to-measure products be cancelled?

No. Bespoke or made-to-measure products cannot be cancelled once the order has been placed.

Please check all product details, measurements and specifications carefully before placing an order for a bespoke or made-to-measure product.

How will I receive my refund?

Where we successfully cancel an eligible order before it has been picked or dispatched, a full refund will be issued.

For information about how long refunds take, see Where is my refund?