Cancelling an order

You have 2 hours to cancel

You can cancel an order within 2 hours of placing it. Contact our customer support team as soon as possible with your order number (it looks like YST100234) and let us know you would like to cancel.

The quickest way to reach us is by phone or WhatsApp on +27 12 012 5955, as email can take longer to be picked up and the window is short.

After the 2-hour window

Once 2 hours have passed, we are not able to cancel your order. Our warehouse begins picking and packing orders quickly so that they reach you on time, and after that point the order is on its way.

If you no longer want the items, you can still return them once your order arrives. Our returns policy sets out the timeframes, what can be returned, and how to send items back — see our returns articles for the full detail.

How you get your money back

If we cancel your order within the window, you can choose how you would like the value returned to you:

A store voucher — processed the same day. This is the fastest option by far. There is no code to enter and nothing to keep track of: the value is loaded onto your account and is ready to use at checkout the next time you shop with us.

A refund — 3 to 7 working days. If you would prefer the money back rather than a voucher, we can process a refund. Refunds take 3 to 7 working days to process, and how long it then takes to reflect depends on your payment method. See Refunds: how and when you get your money back for more.

If we cancel your order

Occasionally we may need to cancel an order at our end — for example if an item turns out to be unavailable after you have ordered.

If that happens, we will contact you, and the same choice applies: a store voucher loaded to your account, or a refund. There is no separate discount code issued for a cancelled order — the voucher value sits on your account and comes off automatically when you check out.