Why you received a "Shipment cancelled" email

Your order has not been cancelled

If you have received an email with a subject line like "Order YST100234: Shipment cancelled", please do not worry — this does not mean your order has been cancelled, and it does not mean you are being refunded.

"Shipment cancelled" refers to the courier booking, not to your order. The booking has been cancelled so that a new one can be made in its place. Your order is still with us and still yours.

Why it happens

There are a few reasons a courier booking gets cancelled and re-created. The two most common are:

We have moved your parcel to a different courier. We work with several courier companies, and sometimes we switch your shipment to a different one — for better coverage in your area, or to get your parcel moving sooner. The original booking is cancelled and a new one is made with the new courier.

A return collection could not be completed. If you have arranged for us to collect a return from you and the courier was unable to get hold of you on the day, they cancel that collection.

What happens next

If your parcel is on its way to you: you do not need to do anything. Once the new booking is made, you will receive a new tracking number from the new courier, along with the usual tracking updates. Your previous tracking number will no longer update, so use the newest one you have received.

If it was a return collection that was cancelled: please contact our customer support team so we can arrange a new collection date for you. You will not be charged the collection fee again — the fee you have already paid covers the rebooked collection.

When we rebook it, keep your phone nearby on the collection day — the courier will usually call before arriving, and an unanswered call is the most common reason a collection falls through.

Still not sure what happened?

If you are unsure whether the email you received relates to a delivery or a return, send it on to us, or contact us with your order number (it looks like YST100234) and we will check what is happening with your shipment.