Orders are being processed immediately after placing them and all orders are final. Therefore, cancellation isn‘t a standard procedure and usually not possible without a valid reason.
If you still want to cancel your order, first check your order status by either checking your account page or your E-Mail inbox.
Select your order status to learn how to continue:
«Processing» (or similar; not yet shipped)
Send us an E-Mail including the following information using our help center:
- Order number
- The reason why you‘d like to cancel your order
- If you haven‘t ordered as a guest: Please generate and include a support pin.
Please use the same E-Mail address you used when ordering. When submitting your request, no matter if it‘s through our website or via E-Mail, you accept our terms and our return policy.
«Completed» (shipped)
We cannot cancel orders that have already been shipped. In such a case, please wait for the order to arrive. Then, register it for a return ASAP using your account page or our help center. Please do not open the package. Our logo and an invoice stating the contents are attached to the package. Use it to identify your order.
If your order cancellation request gets accepted, we may charge you a cancellation fee of up to CHF 10.00 according to our terms and conditions. The cancellation fee will be subtracted from your refund.