Changed your mind shortly after placing an order? You can cancel an eligible order directly from your customer account in the My Orders section for up to one hour after the order is placed, provided the order has not already entered processing or shipment. Select the relevant order and click the “Cancel Order” button.
If you only want to cancel or change part of an order, please contact our customer support as soon as possible. We will try to assist before the order enters processing, although changes cannot always be guaranteed.
Important: The one-hour cancellation option is an additional SDRstore service designed to allow customers to stop an order before processing. It does not affect any statutory consumer rights, including the applicable 14-day EU right of withdrawal for eligible distance purchases.
If the one-hour cancellation period has passed or the order has already entered processing or shipment, the order may no longer be cancellable through your account. However, if you are an eligible consumer, you may still have the right to withdraw from the purchase in accordance with applicable consumer law. For goods, the EU withdrawal period generally lasts 14 days from the day you receive the goods.
Below you will find answers to some frequently asked questions:
- Until when can I cancel an order directly? You can normally cancel an eligible order from your customer account for up to one hour after placing it, provided processing or shipment has not already started.
- How do I cancel an order on the website? Log into your customer account, go to My Orders, select the relevant order, open Order Details, and click the “Cancel Order” button. Select the reason for cancellation and confirm your request.
- What if I can no longer cancel the order? If the cancellation button is no longer available, the order may already be processing or in transit and may no longer be possible to stop. This does not affect any statutory right of withdrawal that may apply to you. Eligible consumers may generally notify us of their decision to withdraw within 14 days of receiving the goods.
- What if the order has already been shipped? Once an order has been handed over to the carrier, it may no longer be possible to cancel or intercept the shipment. If you wish to exercise an applicable right of withdrawal, please follow our Returns and Exchanges procedure after receiving the parcel, unless we provide different return instructions.
- When and how will I receive a refund after a successful cancellation? If an order is successfully cancelled before shipment, we will initiate the refund using the original payment method. After the refund has been issued by us, it will usually appear within approximately 3–7 business days, depending on your bank, card issuer, or payment provider.
- Does the one-hour cancellation limit affect my 14-day EU withdrawal right? No. The one-hour cancellation function is a separate convenience offered before order processing. Where the statutory EU right of withdrawal applies, eligible consumers generally have 14 days from receiving the goods to inform us that they wish to withdraw from the purchase.
- When can I place a new order? You can place a new order immediately after cancelling an existing order. You do not need to wait for the refund to reach your account.
