How to cancel an order

Once the order has been confirmed, the possibility of cancelling depends on the stage it is currently in. You can check whether a cancellation request (full or partial) is possible by reviewing the order status in your personal area. In some cases, our Customer Service can help you manage the request: find out when to contact us for assistance.

Pay attention: as long as the item is not printing in progress, some features may still be modified and cancellation may not be necessary; just check with our Customer Care if an edit order is possible.

When you can cancel the order yourself

You can cancel the entire order directly from your personal area only if it hasn't been paid yet and if it is in the following statuses:

Order status: Open / Job status: Waiting for artwork and payment
Order status: Open / Job status: Waiting for payment

Cancellation of individual items cannot be performed from the personal area but may be reviewed by Customer Care.

If the order has already been paid and is in a different status, it cannot be cancelled from the personal area and the request must be reviewed by Customer Service.

How to cancel the order

Log in to your account
Click on your name in top right corner
Go to “Your orders”
Select “See details” for the relevant order
Click the “Cancel order” button at the bottom of the page

When to contact Customer Service for cancellation

If the order has already been paid, our Customer Service can check whether cancellation of the entire order or a single item is still possible. This applies in the following cases:

Order status: Confirmed / Job status: Waiting for artwork
Order status: Confirmed / Job status: Waiting for platform
Order status: Confirmed / Design service status: Work in progress/We've received your instructions

Please note that if you have recently uploaded a file, you can delete it within 30 minutes of uploading it directly from your Upload area. This will allow you to replace the file or make it possible to cancel the order.

When order cancellation is no longer possible

It is no longer possible to cancel the order once the file has entered the production process. This applies in the following statuses:

Order status: Confirmed / Job status: Graphics file being checked
Order status: Confirmed / Job status: Printing in progress

At this stage:

Customer Service cannot stop production
Refunds cannot be issued for cancellation requests
The order will continue through production and delivery

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