Cancel before dispatch
For an order that has not been dispatched, a cancellation request received within 72 hours of successful payment qualifies for a full refund. The request time is the time your email reaches us; a later reply from our team does not move it outside that window.
After 72 hours, an undispatched order can still be cancelled under our voluntary cancellation policy. A service charge of 15% of the actual amount paid for the cancelled goods applies, only where legally permitted. The charge is calculated on the affected goods, not on separately charged shipping. Unused shipping charges and other amounts due back are refunded; any tax adjustment follows applicable law.
For a partial cancellation, the 15% calculation uses only the goods being cancelled. The charge does not apply when the law gives you a free cancellation or withdrawal right, or when cancellation results from our failure to fulfil the order as required. It is not combined with the 20% return/exchange handling charge for the same item and request.
Your legal cancellation rights
Where EU/EEA or UK consumer withdrawal rules apply, an eligible standard-product purchase can be withdrawn from without the 15% service charge. You can exercise the right before dispatch as well as within the applicable period after delivery. See Returns & Refunds for the withdrawal period, return costs and refund process.
Any other mandatory cancellation or refund rights under the law applicable to your order take priority over this voluntary policy. Standard colour choices and hand assembly do not by themselves make an item legally personalised.
Change your colour, version or address
Email us with the order number and the exact change you need. We will confirm availability, any price or shipping difference, and whether we can make the change. A request is not a confirmed change until we reply.
We cannot guarantee a change after a parcel has entered the dispatch process. If it has already left us, a return or exchange may be needed. Please do not place another order solely to replace the first one until the cancellation or change has been confirmed.
Once the order has shipped
A dispatched order is handled under Returns & Refunds rather than the pre-dispatch cancellation policy. Contact us instead of refusing a parcel without instructions, so that we can explain the available options and any lawful return costs. This does not remove any applicable withdrawal right.
Send your request
Email SHRworksH@gmail.com with your order number, checkout email and a clear request to cancel or change the order. We will confirm the action taken and any applicable deduction. Refunds are returned to the original payment method, unless otherwise agreed and legally permitted.