How Do I Change or Cancel My Order (Items or Address)?

Quick Answer

If you need to change an item, update your shipping address, correct your contact details, or cancel your order, please contact our Customer Care team as soon as possible.

Whether we can make the change depends on one thing: has your order shipped yet?

  • Before your order ships - we can usually update the item (size, color, style, or quantity), correct the shipping address or contact details, or cancel the order.
  • After your order ships - we generally can't change or cancel it. At that point your options are to receive the package and request a return or exchange, or, for an address problem, to ask the carrier about redirection.

Because orders are prepared for dispatch quickly, the sooner you reach out, the more likely we can help.

How do I request a change or cancellation?

Contact our Customer Care team through live chat or the Contact Us page on our website, and include:

  • Your order number
  • The email address used to place the order
  • Exactly what you'd like to change - for example, a different size, color, style, quantity, or item; a corrected shipping address; or a request to cancel
  • For an address fix, the complete corrected address (see the full list below)

We'll check your order status and let you know whether the change is still possible before it ships.

What can I change before my order ships?

If your order hasn't shipped yet, we can usually help with:

  • Item details - change the size, color, style, or quantity, or switch to a different item
  • Shipping address - correct or update where the order is being sent
  • Missing delivery details - add an apartment, suite, unit, house number, or phone number
  • Cancellations - cancel a duplicate order, an order placed by mistake, or one you simply no longer want

When updating a shipping address, please send the complete address so nothing is missed:

  • Recipient name
  • Street address
  • Apartment, suite, unit, or house number
  • City
  • State or province
  • ZIP or postal code
  • Country
  • Phone number

What if my order has already shipped?

Once an order is on its way, item changes, address changes, and cancellations are usually no longer possible. Depending on your situation, you may be able to:

  • Receive the package and keep it if it still works for you
  • Request a return or an exchange after it arrives
  • For a wrong or incomplete delivery address, contact the carrier directly to ask whether redirection, a held pickup, or updated delivery instructions are available

If you'd like to return or exchange an item after delivery, please contact us first rather than sending anything back on your own - return steps can vary by order. You'll find full details in our Returns & Exchanges articles, and refund timing in How Do Refunds Work.

Do I need to change my billing address too?

In most cases, no. Your billing address is used to verify your payment and does not control where your package is delivered. If your shipping address is correct, your order will arrive there even if the billing address is different.

You only need to update your billing address if it has changed for your payment method itself. For help with that, see Can I Fix My Billing Address?

Why does my confirmation or shipping email still show the old details?

If we've updated your order, an automated confirmation or shipping email may still display the original item or address for a short time. In these cases, the updated details are the ones we'll use, even though the email looks unchanged.

If you've confirmed a change with us but your email still shows the old information and you'd like reassurance, just reply to your support conversation or contact us with your order number, and we'll confirm the latest details on your order.

What information should I include when I contact you?

To help us act quickly - ideally before your order ships - please send:

  • Order number
  • Email address used at checkout
  • Full name on the order
  • The exact change or cancellation you'd like
  • The complete corrected shipping address, if the address needs updating
  • Product name, size, color, and quantity, if an item needs to change

If we can't immediately locate your order, we may also ask for the recipient name, shipping address, order date, or order amount to find it.

In what situations should I contact Customer Care?

Please reach out right away if:

  • You selected the wrong size, color, item, or quantity
  • Your shipping address or phone number is incorrect or incomplete
  • Your address is missing an apartment, suite, unit, or house number
  • You placed a duplicate order
  • You'd like to cancel before your order ships
  • You received a shipping email but believe a change was already confirmed
  • Your order has shipped to the wrong address

If your order has already been delivered and you still need help, contact us and we'll guide you through a return or exchange.