Last updated October 2026
Tell us quickly
Email us the moment you notice something is wrong, quoting the order number and the address you used at checkout. Say plainly what you would like changed. Please never send card details or a password in an email — we do not need them and cannot use them. A change counts as agreed only when we confirm it back to you in writing.
What we can still change
- a spelling mistake in a name or a delivery address, before the parcel is packed;
- removing a bag from an order that has not been picked;
- cancelling all or part of an order that has not been picked.
What needs a fresh order
Once payment has gone through, we generally cannot add a bag, swap the colour or model, change the payment method, or merge two orders. Where you want a different piece, place a new order and send the first one back under Returns & Refunds — that keeps stock and tracking honest on both sides.
After it leaves us
An order cannot normally be cancelled once it is in the carrier's network. You can, of course, return it when it arrives, and we will help with that.
When we cancel
We may cancel all or part of an order where a bag turns out to be unavailable, where a price or description error is obvious, where payment verification fails, where a destination is restricted, or where we reasonably suspect fraud or abuse of an offer. We will tell you which reason applies, and any amount captured for the cancelled part is refunded to the original payment method.
Holds that linger on your statement
A cancelled order can still show as a pending reservation for a few days. That reservation is released by your bank rather than by us, so the timing is theirs. If it is still showing after ten business days, send us the payment reference and we will confirm the void with the provider.