Cancellation & refund
How to cancel an order before it ships, how refunds are processed, and how this relates to returns after delivery.
1. Cancelling before dispatch
Ready-made items: You may request cancellation from your account or by contacting us, provided the order has not yet been handed to the carrier. Once dispatched, cancellation is treated as a return under the return policy.
Custom / made-to-order: After you have approved the design and production has started, cancellation is generally not possible because the piece is manufactured for you. If we have not yet started production, we may allow cancellation at our discretion and refund any payment received.
2. Orders we may cancel
We may cancel an order if: the product is unavailable; verification or security checks fail; pricing or description was clearly erroneous; payment is not completed; or force majeure prevents fulfilment. We will notify you and refund any amount paid.
3. Refund method & timeline
Approved refunds are credited to the original payment method or bank account used for the order, unless we agree otherwise where required by law.
| Situation | Typical timeline |
|---|---|
| Pre-dispatch cancellation (approved) | 5–7 business days after approval |
| Failed delivery returned to us | After receipt and inspection, similar window |
| Return accepted under return policy | After QC pass — see return policy |
Bank and card networks can add additional processing time beyond our control.
4. Deductions
Where a refund follows a return, we may deduct applicable shipping, insurance, packing, and handling charges as stated in the return policy. No deduction applies for our own cancellation or for defective goods where we confirm fault.
5. Promotions & gift cards
If a discount or offer was applied, the refund amount reflects what you actually paid. Gift cards or promotional credits may be re-issued according to the original offer terms.
6. Chargebacks
Please contact us before initiating a chargeback so we can resolve the issue. Unwarranted chargebacks may affect our ability to accept future orders.
