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.
When you can cancel the order yourself
You can cancel the entire order directly from your personal area (cancellation of single items is not possible) 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
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 confirmed, 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 it is no longer possible to cancel the order
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