If you need to cancel an order, you can do so yourself directly from your Dashboard, as long as the seller hasn’t prepared it for dispatch.
Who can cancel?
Only buyers can cancel an order. There are two exceptions where an order is cancelled automatically: For delivery orders, if the seller misses their 72-hour shipping deadline. For collection orders, if the collection isn't completed within 5 days of order confirmation. In both cases, you won't be charged anything.
When can I cancel?
You can cancel at any point after placing your order, up until:
- Delivery orders: the seller generates a shipping label
- Collection orders: the seller scans your QR code to confirm the handover
Once either of those things has happened, cancellation is no longer available. If the item has already been dispatched or handed over, you’ll need to use the returns process instead.
How to cancel
Go to your Dashboard, find the order under ‘My Purchases’, and open the order details page. If the order is still within the cancellation window, you’ll see the option to cancel there.
What happens to my payment?
If you cancel, you won’t be charged anything. No money leaves your account, and no fees apply.
What if I’ve missed the cancellation window?
If the seller has already generated a label or confirmed the handover, you’ll need to wait for the item to arrive and then request a return. See How returns and refunds work for details.
The bottom line
Buyers can cancel any order from the Order details page before the seller generates a shipping label (for delivery) or confirms the handover (for collection). If the window has passed and the item is on its way, you’ll need to go through the returns process instead. Orders are cancelled automatically if the seller misses the 72-hour shipping deadline or the collection isn't completed within 5 days.
Related articles:
Tracking your order and understanding order statuses
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