Cancel an orderUpdated 12 days ago
Cancelling an order
If your order is yet to be fulfilled, you can request to cancel your order through our help centre. If you do not see the option to cancel, then your order has already been fulfilled and it's too late to cancel.
If you have already received your order, you have 14 days from the day of receipt to return your items. All we ask is that the items are in the same condition that you received them and where possible in original packaging.*
*Exceptions
- Items that are cut to length for each individual order such as fabric, ribbon and elastic cannot be returned. We class these as ‘made to order’ and are therefore exempt, unless faulty.
- Machines that are purchased through finance, cannot be returned if the repayments have started.
- Software included with a machine, or purchased separately, cannot be retuned once opened.
We’re happy to accept returns within 14 days of receipt under the Consumer Contracts Regulations. However, returns must be in their original condition, including all accessories and packaging. We reserve the right to make a deduction from your refund if the product shows signs of use, damage, or is incomplete, in line with government guidance on returns. Heavily used or damaged items may not be eligible for a refund.
How do I cancel an order?
You must let us know in writing that you wish to cancel your order. which you can do by raising a return request. Here's how:
- Log in to your account on our website
- Choose the order you wish to return and click on Return Request
- Select the items and quantity to return
- Choose a return reason and add a note - the more details we have the better.
- Click on Return request and you will receive a confirmation that your request has been sent, both on-screen and by email
- Once your request is approved, you will get a confirmation email with guidelines on how to return
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