Short answer: Once an order is submitted and paid, it can't simply be cancelled. Contact our support team as early as you can, and we'll tell you what's possible for your order — cancellation isn't guaranteed, and a fee may apply. After we've bought it, a cancellation becomes a return, which depends on the store's or seller's return policy. Refunds reach your card or PayPal within 1–3 days.
If you change your mind
Once your order is submitted and paid, we can't simply cancel it on request — that's how our Terms (§10.7) work, because we commit to the purchase on your behalf. If you've changed your mind:
- Contact our support team as early as you can, and tell us which request or items you mean.
- We check how far the order has got and what the seller allows.
- Cancellation isn't guaranteed, and a cancellation fee may apply.
We buy items within 12–24 hours on business days, so the sooner you write to us, the more we can usually do.
Cancelling after we've bought it
After purchase, the item can only come back as a return, and whether a return is possible depends on where we bought it.
| Where we bought it | What happens |
|---|---|
| A regular online store | The store's own return policy applies. |
| A marketplace (Mercari, Poshmark, eBay and similar) | It depends on the individual seller's return policy. |
On marketplaces:
- If the seller accepts the return, we send the item back and refund you once we've collected the amount from the seller.
- If the seller refuses the return, we can't issue a refund.
Check the seller's return policy before you order if you think you might change your mind.
How a return works
- Contact our support team and ask to return the item.
- We request the return from the seller.
- Once the seller approves it, we hand the package to the courier within 24–48 hours.
- How long it takes to reach the seller depends on the shipping option and the domestic courier.
- When we've collected the amount from the seller, we refund you.
No refund is issued until the merchant has received the goods back, processed the refund, and paid us — this can take several weeks, so a return isn't a fast way to get your money back. Some items also can't be returned at all: final-sale items, personalised items, intimate apparel and swimwear. Check the seller's return policy before you order if you're not sure. See our Terms (§10.9.2–10.9.3).
If the item is wrong or damaged
If what arrives is damaged or not what you ordered, contact our support team within 7 days of the item being processed into your account. Reporting it quickly gives us the best chance of resolving it with the seller.
If the seller cancels or doesn't ship
Sometimes a seller cancels an order or never ships the item. There's no fixed waiting period before we act. Let us know if your order seems stuck, and once we've identified the problem, we issue your refund within 12–24 hours.
If only one item in your request is out of stock, we cancel and refund just that item, and the rest of your order goes ahead.
Refund timing
| Situation | When we issue the refund |
|---|---|
| Cancellation agreed before purchase | After our support team confirms it, less any cancellation fee |
| Seller cancels or doesn't ship | Within 12–24 hours of identifying the problem |
| Return accepted by the seller | After we collect the amount from the seller |
Once we've issued a refund, it reaches your card or PayPal within 1–3 days.
Common questions
Can I just cancel my order? Not on request. Once an order is submitted and paid, cancellation isn't guaranteed and a fee may apply. Contact our support team as early as you can and we'll tell you what's possible for your order.
Can I cancel a marketplace order after you've bought it? Only if the seller accepts a return. If they refuse, we can't refund the purchase.
My order has said Purchased for a long time. Will you cancel it? Contact us. If the seller isn't going to ship, we'll refund you within 12–24 hours of identifying the problem.
You told me my refund was issued, but I don't see the money yet. Refunds take 1–3 days to reach your card or PayPal after we issue them. If it's been longer, contact us.
Something I received isn't what I ordered. What can I do? Contact our support team with your request details and photos within 7 days of the item being processed into your account, and we'll check the options with the seller.
Still need help?
Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].