1. Cancelling an order
You may cancel an order at any point before it is dispatched.
Because each piece is printed and washed to order, production usually begins the same day, so cancel as early as you can. Once the parcel has left our fulfilment partner it can no longer be cancelled — but you can still refuse it at the door, which is covered in section 3.
2. How to cancel
Email hello@distortd.co with the subject line “Cancel” and your order number (it begins with DX-). We confirm every cancellation in writing — if you have not had a confirmation from us, the order has not been cancelled.
We cannot action cancellation requests sent by any other channel, because we cannot verify them against the order.
3. If the order has already shipped
Once an order is on its way we cannot recall it, but you are not stuck with it. Refuse the parcel at the door and hand it back to the courier unopened. You do not need to accept it, and you do not need to email us first.
The parcel returns to us through our courier partner and we refund it in full, including shipping, once it is booked back in. This is the fastest route for a shipped order — faster than accepting delivery and then arranging a return collection.
4. Refunds on cancellation
- An approved cancellation is refunded in full, including any shipping charge.
- The refund is issued to the original payment method and settles within 7–10 business days, depending on your bank. Cancellations are refunded to source, not as Distortd Credit — that applies only to returns after delivery.
- If the order has already been dispatched, refuse it at the door as set out in section 3 above, or see our Refund Policy if there is a fault with what arrives.
5. Cancellation by us
We may cancel an order and refund it in full if:
- the item cannot be produced, or a material or colourway becomes unavailable;
- the price or product description was listed in error, whether by us or by a system fault;
- we cannot deliver to the address supplied, or the address appears invalid;
- we suspect fraudulent or abusive use of the store.
Where we cancel an order, we tell you by email and refund the full amount paid. We are not liable for any further loss arising from such a cancellation.
6. Contact
Questions about a cancellation go to hello@distortd.co or the contact page.