Plans change. Where we can stop an order before it moves, we will. This page explains the point at which that stops being possible, and why.
Cancellation window
You may cancel an order free of charge within 12 hours of placing it. There is no cancellation charge. After that window, whether an order can still be stopped depends on the stage it has reached — see below.
The short version
| Stage of your order | Can it be cancelled? |
|---|---|
| Within 12 hours of placing the order | Yes — free of charge, no cancellation fee |
| Being prepared or packed | Usually, if we reach the team in time |
| Dispatched or handed to the carrier | No — it must be handled as a return instead |
| Customised or made to order, production started | No — the piece is being built to your specification |
| Delivered | No — see Returns & Refunds |
Cancelling before dispatch
Cancellation is free within 12 hours of placing the order. Beyond that, the earlier you tell us the more likely we can still stop it. Contact us with your order number and say clearly that you want to cancel. We will confirm in writing whether the cancellation has gone through — an order is only cancelled once we have confirmed it, not at the moment you send the request.
Once an order has been dispatched
After a piece has left us it cannot be cancelled, because it is already in transit and often already on a vehicle with a scheduled delivery. If you no longer want it at that point, refusing the delivery or raising a return is the route — and whether that is possible depends on our Returns & Refunds Policy.
Customised and made-to-order pieces
Once production has begun on a piece built to your specification, it cannot be cancelled. The work is done specifically for you, in your dimensions, material and finish, and cannot be sold to anyone else.
This is why we confirm the full specification with you in writing before anything is cut. That written confirmation is the last point at which a customised order can be stopped. See Customisation.
If we cancel your order
Occasionally we have to cancel — an item turns out to be unavailable, a price was displayed in obvious error, we cannot deliver to your address, or payment cannot be verified. We will tell you why, and refund you in full. We will always offer an alternative or a revised timeline first where one exists.
Refunds on cancellation
- A cancellation refund is issued to the original payment method.
- We start the refund once the cancellation is confirmed.
- Approved refunds are released within 5–7 working days.
- The time it then takes to appear also depends on your bank or payment provider.
We do not offer cash on delivery, so every cancellation refund returns to the payment method used at checkout.
Need to change something instead?
If the issue is a wrong address, a wrong variant or a date that no longer works, tell us — an amendment is often easier for both of us than a cancellation.