How to Cancel an Order
After placing an order, you have up to 30 minutes to cancel. There are three ways to cancel your order with us:
- On the order confirmation page
- Cancelling your order through your account area
- By using your order confirmation email
You can cancel your order online with just a few clicks. It’s simple and saves you picking up the phone. Below you’ll find an easy to follow, step-by-step guide for each cancellation method.
On the order confirmation page
Please note: to cancel on the order confirmation page, you’ll need to do so within 30 minutes of placing the order.
After successfully placing an order, you’ll be automatically redirected to an order confirmation page that looks something like this:
On this page, you’ll need to scroll all the way down to the bottom. There, you should see a box that says ‘Something wrong with your order?’. Click the button that says ‘Cancel Order’.
After clicking ‘Cancel Order’ you’ll receive a pop-up to double check that you definitely wish to cancel. In this pop-up screen, click the blue ‘Cancel Order’ button.
You will then be asked if you want to save your order for later. Saving the order for later will issue a full refund to your bank account and place the same items back into your basket. This means you can easily make any changes you need before reordering. However, if you don’t wish to save for later, simply tap ‘No’ and voílá! Your order will be cancelled, with a full refund issued to your bank account.
Cancelling your order through your account area
Please note: to cancel through your account area, you’ll need to do so within 30 minutes of placing the order. After this time, you’ll be unable to cancel.
If you placed your order whilst signed in to your Incontinence Choice account, you’ll be able to cancel it through your account area. To access your account, you’ll need to click the blue account icon in the top right corner of the website that says ‘Account’.
From here you’ll be redirected to your account area which displays your recent orders, subscription details, payment methods and all kinds of other useful information. If the order you wish to cancel is visible in the ‘Recent Orders’ section then you can go ahead and click the ‘Cancel Order’ button beneath it.
After clicking ‘Cancel Order’ you’ll receive a pop-up to double check that you definitely wish to cancel. In this pop-up screen, click the blue ‘Cancel Order’ button.
You will then be asked if you want to save your order for later. Saving the order for later will issue a full refund to your bank account and place the same items back into your basket. This means you can easily make any changes you need before reordering. However, if you don’t wish to save for later, simply tap ‘No’ and voílá! Your order will be cancelled, with a full refund issued to your bank account.
By using your order confirmation email
Please note: to cancel using this email, you’ll need to do so within 30 minutes of placing the order. After this time, the button will no longer work.
When an order has been successfully placed through Incontinence Choice, a confirmation email is sent to the email address you provided during the checkout process. Within this confirmation email is a button you can press to cancel your order. Firstly, you’ll need to locate the email in your inbox, it’ll look something like this:
Your order confirmation email will contain a full summary of your order including what you’ve purchased, the order total, delivery information as well as the option to cancel.
You’ll need to scroll through the email, roughly two-thirds of the way down. Underneath the billing and delivery addresses sits a button that says ‘Cancel Order’. Click this button and you’ll be taken to the Incontinence Choice website to complete the cancellation process.
Contact our customer service team
If you’re unable to cancel your order using the above methods, our friendly customer service team in Telford may be able to help you.
You can call us on:
01952 913112
Opening times:
Monday - Friday: 9am - 5pm
Saturday & Sunday: Closed