Changing your mind, and when things go wrong
You can cancel a paid order yourself and get a full refund. Past that point it is a conversation with the seller.
Before it ships
If you have paid and the seller has not fulfilled the order, you can cancel it yourself and the full amount is refunded. Nothing has shipped, so the seller loses only the sale.
After it ships
Once an order is fulfilled, the only action on it is confirming you received it. There is no dispute button — that is a real gap, not a hidden setting.
- Message the seller. Most problems are a wrong size or a missed doorstep and end there.
- If the seller refunds you, it happens on the order and you will see it.
- If that goes nowhere, contact support and quote the order. Do not confirm receipt of something you did not receive — confirming is what ends the order.
Something in a shopping run was out of stock
If an item you paid for was not on the shelf, that line is refunded on its own, and the rest of the order stands.
We refund rather than substitute, even when a substitute would have been fine. A refund is recoverable; a jar of something you did not choose is not.
The delivery failed but the goods were paid for
If no runner picks up your delivery within two hours, the delivery is cancelled and its hold released. Your goods are still paid for and still safe at the shop.
The order screen keeps a way to ask for someone to collect it, and that is the recovery path — the goods money is not lost and does not need refunding.