Order Cancellation Policy

This Order Cancellation Policy explains how cancellation requests are handled by Elite Sneakers before an order is dispatched, what happens if an order has already entered fulfilment, and how refunds are processed for approved cancellations.

1. Our Cancellation Policy

Elite Sneakers understands that customers may occasionally need to cancel an order after it has been placed.

We will make reasonable efforts to cancel an order where the request is received before the order has been processed for fulfilment or dispatched.

Because orders may move through processing quickly, cancellation cannot always be guaranteed.

2. How to Request a Cancellation

To request cancellation of an order, contact us as soon as possible using:

Email: info@elitesneakers.co.uk

Phone: +44 7348 292616

Please include:

• Your full name
• Your order number
• Your email address used for the order
• The product or products you wish to cancel
• A brief reason for cancellation, if you wish to provide one

3. Cancellation Before Fulfilment

If your cancellation request is received before the order has entered fulfilment, we may be able to cancel it in full.

If payment has already been collected, an approved refund will normally be issued to the original payment method.

4. Cancellation During Processing

Orders may begin processing shortly after they are placed.

If your order has already entered processing but has not yet been dispatched, we will try to stop fulfilment.

However, we cannot guarantee that cancellation will still be possible once warehouse or fulfilment activity has begun.

5. Orders Already Dispatched

Once an order has been dispatched, it generally cannot be cancelled in transit.

In this situation, you may need to:

• Wait for the order to be delivered
• Contact us to request a return
• Follow the process described in our Returns & Refunds Policy

Eligible returns are subject to our standard return conditions.

6. Order Cut-Off Time

Our daily order cut-off time is 9:00 PM UK time.

Orders placed before the cut-off may begin processing under the current business-day schedule, while orders placed after the cut-off may begin processing on the next business day.

Because fulfilment can begin quickly, customers should contact us immediately if a cancellation is required.

7. UK Time Zone

All cut-off and processing times are based on United Kingdom local time.

This means:

• Greenwich Mean Time (GMT) during standard time
• British Summer Time (BST) during daylight-saving periods

8. Partial Order Cancellation

If your order contains multiple products and you wish to cancel only part of the order, contact us as soon as possible.

If fulfilment has not yet begun for the affected items, we may be able to cancel only the selected products.

Partial cancellation availability depends on the status of the order at the time your request is received.

9. Cancellation of Pre-Order or Backordered Products

If we offer pre-order or backordered products, cancellation terms may vary depending on the specific listing.

Unless otherwise stated, you should contact us before dispatch if you wish to cancel a pre-order or backordered item.

10. Cancellation Due to Address Error

If you notice that the shipping address is incorrect after placing your order, contact us immediately.

We may be able to update the address if the order has not yet entered fulfilment.

If the address cannot be changed, cancellation may be required where possible.

11. Cancellation Due to Duplicate Order

If you accidentally place the same order more than once, contact us immediately with all relevant order numbers.

We will review the orders and attempt to cancel the duplicate before dispatch where possible.

12. Cancellation Due to Payment Issue

If an order is not successfully paid or the payment is declined, the order may not be confirmed.

In some cases, an order may be automatically cancelled if payment cannot be authorised.

13. Cancellation by Elite Sneakers

Elite Sneakers may cancel an order where reasonably necessary, including circumstances such as:

• Product unavailability
• Payment failure
• Suspected fraud
• Incorrect pricing caused by an obvious error
• Incorrect stock information
• Delivery restrictions
• Unverifiable order information
• Technical errors

If we cancel an order after payment has been collected, we will normally issue an appropriate refund.

14. Out-of-Stock Cancellations

If a product becomes unavailable after your order has been placed, we may contact you with options.

Depending on the circumstances, we may:

• Cancel the unavailable item
• Cancel the entire order where necessary
• Offer an alternative product
• Issue a refund for the affected item

15. Fraud and Security Cancellations

We may cancel an order where we reasonably suspect fraud, unauthorised payment use, identity misuse, or other security concerns.

Orders may also be delayed while payment or order details are reviewed.

We may request additional verification in limited circumstances.

16. Cancellation Refunds

Where an order is successfully cancelled after payment has been collected, the refund will normally be issued to the original payment method.

We generally cannot issue the refund to an unrelated payment method for security reasons.

17. Refund Processing Time for Cancelled Orders

Approved cancellation refunds are generally processed within 7 business days.

Your bank, card issuer, or payment provider may require additional time after we issue the refund before the funds appear in your account.

18. Pending Payment Authorisations

In some cases, your bank may show a temporary pending charge or payment authorisation after cancellation.

Pending authorisations are usually controlled by your bank or payment provider and may automatically disappear if the transaction is not completed.

The release time varies by bank.

19. Discounted or Promotional Orders

Orders placed using promotional codes or discounts may still be eligible for cancellation if the order has not yet entered fulfilment.

Any refund will normally reflect the actual amount paid after the discount was applied.

20. Gift Orders

Gift orders may be cancelled under the same general rules as other orders.

Any refund will normally be returned to the original purchaser's payment method.

21. Cancellation After Delivery

Once an order has been delivered, it is no longer treated as an order cancellation.

If you no longer want the item after delivery, you should follow our Returns & Refunds Policy.

22. Refusing Delivery

We generally recommend contacting us instead of simply refusing a parcel at delivery.

Refused parcels may take longer to return to us, which may delay any refund consideration.

A refund may only be processed after the returned parcel has been received and reviewed.

23. Changes to an Order Instead of Cancellation

If you want to change a product, colour, quantity, or address instead of cancelling, contact us as soon as possible.

Changes may be possible before fulfilment begins, but cannot be guaranteed.

In some cases, cancelling the original order and placing a new order may be the only available option.

24. Confirmation of Cancellation

If your cancellation is successful, we will normally provide confirmation by email or another available communication method.

Do not assume an order has been cancelled until you receive confirmation from us.

25. If You Do Not Receive a Cancellation Confirmation

If you requested cancellation but did not receive confirmation, contact us again promptly.

Your order may continue processing until the cancellation has been confirmed.

26. Customer Responsibility

Customers are responsible for reviewing their order details before submitting payment.

Please verify:

• Product selection
• Colour
• Quantity
• Shipping address
• Email address
• Telephone number

Promptly contacting us after discovering an error improves the chance that we can make a change or cancellation.

27. Business Days

Business days generally mean Monday through Friday, excluding UK public holidays.

Refund and processing timeframes stated in business days should be interpreted on this basis.

28. UK Consumer Rights

Nothing in this Order Cancellation Policy is intended to limit or remove rights available to consumers under applicable UK consumer law.

Where applicable statutory rights provide greater protection than this policy, those rights will apply.

29. Changes to This Policy

Elite Sneakers may update this Order Cancellation Policy from time to time to reflect changes in fulfilment processes, payment systems, customer service procedures, or applicable legal requirements.

The latest published version will apply to future orders, subject to applicable law.

30. Contact Us About a Cancellation

If you need to cancel an order, change an order, correct a delivery address, or ask about a cancellation refund, contact us as quickly as possible using the details below.