Cancelling an order that has not been shipped yetUpdated a year ago
As a rule, an order that has been confirmed in the webshop and has entered our packing and shipping flow in the warehouse, cannot be stopped.
However, our support agents and warehouse personnel will always do all they can to help stop your order if at all possible. It is not in either your or our interests to ship out an order that is not wanted.
It is of course only possible to try to stop an order if it has not been shipped yet. So before contacting us about cancellation of an order, please use this article to estimate whether your order has already been shipped or not:
If you don't think the order has been shipped out yet, then contact us as soon as possible so we can try and stop the order. You will find contact details in this article:
If you send us an email about the cancellation of an order, be sure to add the word "cancellation" in the subject line. This will make the cancellation process quicker and increases the chance of us being able to stop the order.
Also, if you don't wish to cancel the whole order, but just want to make some changes to it (fx. because you ordered the wrong product), please write this in your email. Add a link to the product you wish to exchange to, so we can easily identify it and send the adjusted order out as fast as possible.
Please note that orders placed on Fridays, days before holidays, or during the weekends will most likely not be able to be stopped.
Unfortunately, our customer service is closed during the weekend and on holidays, however, in order for us to be able to send all the orders within our routines, our warehouse is still packing the orders and loads it onto the truck for dispatch during the weekend.
If it was not possible to stop your order, you can of course always return it for a refund or to change to other products. Just follow one of the return procedures found in these articles: