Cancelling Before Dispatch
You may request cancellation before the order has been packed or dispatched. Contact hello@cuddlehop.com or call us with your order number as soon as possible. A request is confirmed only when our team acknowledges the cancellation.
After Dispatch
Once an order has been handed to the courier, it cannot normally be cancelled. If you no longer want the order, wait for delivery and contact us under the Refund Policy. Hygiene and return-eligibility conditions will apply.
Changing an Order
Size, product, quantity, phone number or address changes are possible only before packing and subject to availability. A price difference or additional shipping charge may need to be paid before we confirm the change.
Refund for a Cancelled Order
For a cancellation confirmed before dispatch, any collected payment will be returned to the original payment method. We normally initiate the refund within 3–5 business days; the payment provider may take additional time to display it.
Cancellation by CuddleHop
We may cancel an order because of unavailable stock, a pricing or listing error, failed payment verification, suspected misuse, an unserviceable address or another reasonable operational issue. We will notify you and refund any captured payment.
Refused or Undeliverable Parcels
Refusing a dispatched parcel is not the same as a confirmed pre-dispatch cancellation. If a parcel returns to us, any eligible refund will be processed after receipt and inspection, and non-recoverable shipping costs may be deducted where permitted by law.