Can a retailer cancel their order?

We understand that sometimes retailers might need to cancel an order due to various reasons, such as purchasing incorrect items, ordering too much, or accidentally ordering from the wrong brand. To facilitate this process, we allow retailers to cancel their orders directly from their “Orders” page within the first 24 hours, provided that the order has not yet been accepted.

However, we also prioritise the interests of our brands, many of which create their products by hand with care and dedication. Therefore, we urge retailers to cancel their orders within this time frame to avoid disrupting the processing stage for the brands.

When fulfilling an order, please make sure to accept it and promptly enter the expected ship date. If the expected ship date is entered before the 24-hour window closes, the order will automatically move into the “processing” stage, and the retailer will no longer be able to cancel it on their end.

If a retailer needs to cancel their order after the 24-hour window or once the order is in the processing stage, they can request a cancellation from you. You will have the option to review and accept or reject the request accordingly.

Please note that auto-cancellations can occur if an order is not accepted within 30 days or if it remains unfulfilled 30 days after the expected ship date.