Cancellation Policy

This page explains when you can cancel an Axiaro order and what happens to any payment.

Before your order is prepared for dispatch

You can cancel an order at no cost any time before it has been marked as ready to ship or shipped (or, for store pickup, before it is marked ready). Sign in, open the order in your account and choose Cancel order. If you can't cancel online, contact us through the Contact us page with your order number.

Because orders are paid on delivery, nothing has normally been paid when you cancel, so there is simply nothing to refund. If a payment has been recorded, we will arrange the refund with you — see below.

After your order has shipped

Once an order has been handed to the courier it can no longer be cancelled. When it arrives you can use the Returns & refunds process instead.

Orders already delivered or collected

Delivered and collected orders are handled under the Returns & refunds policy, not this one.

Part-cancellations

If you want to remove only some items from an order that has not yet shipped, contact us — we can usually adjust the order and update what is owed.

Payment and refund implications

• If no payment has been recorded: the order is simply cancelled, with nothing to refund.
• If a payment has been recorded: we process the refund manually and confirm with you when it has been sent. Automated online refunds are not available on this store.
• Any discount code used on a cancelled order becomes available to use again, subject to its own conditions.

If we cancel an order

We may cancel an order — for example where an item is out of stock, where a pricing error is found, or where payment could not be arranged. If this happens we will tell you and arrange a full refund of anything paid.

Contact

To cancel an order, use Cancel order in your account, or use the Contact us page and include your order number.