How Do I Stop, Cancel, or Refuse a Shipment?

Quick Answer

Whether a shipment can be stopped or canceled depends mostly on one thing: has it shipped yet? Once an order or package has shipped or is in transit, it usually can't be canceled or changed, and after it's delivered your options are typically a return or exchange.

If part of your order is still being held and hasn't shipped, those items may still be eligible for cancellation and refund once you confirm the request with our Customer Care team. The sooner you reach out, the more we can help.

Can I cancel my order after it has shipped?

Once an order has shipped, it generally can't be canceled or changed. At that point the best path is usually to receive the package and then contact our Customer Care team about a return or exchange, depending on what works for you.

If you no longer want the order, please contact us rather than refusing or returning anything on your own, since the right steps can vary by order and we'll guide you through them.

What if my package is already in transit?

If your package is already on its way, cancellation typically isn't possible at that stage. We'd recommend waiting for delivery and then contacting us to ask about your return or exchange options once the package arrives.

Can I cancel part of my order if some items haven't shipped?

Often, yes. If only part of your order has shipped, the items already on their way usually can't be canceled, but any remaining items that are still being held and haven't shipped may be eligible for cancellation and refund.

To do this, contact our Customer Care team via live chat or the Contact Us page and confirm which items you'd like to cancel. We'll process the cancellation and refund for the unshipped items once you've confirmed the request.

Can I refuse delivery or ask the carrier to return the package?

If you'd like to refuse a delivery or have a package sent back, please contact us first with your order number before taking any action. Whether a package can be intercepted, recalled, or returned before delivery depends on the carrier and where the package is in its journey, so we'll check what's possible for your specific order and advise the safest next step.

In many cases it's simplest to receive the package and then arrange a return, which we can walk you through.

In what situations should I contact Customer Care?

Please reach out if:

• Your order has shipped and you'd like help with a return or exchange after it arrives
• Your package is in transit and you want to know your options once it's delivered
• Part of your order hasn't shipped yet and you'd like to cancel those items
• You're thinking about refusing a delivery and want to confirm the best approach first
• You're unsure whether a shipment can still be stopped or changed