Order
Edit or cancel an unshipped order
While your order has not shipped, you can change it here. Look it up with the order number and your email, choose Edit order, and the page settles any difference in price before you confirm.
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24 hours
to edit an item, from placing the order
And only before it ships.
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48 hours
to change the address or cancel, from placing the order
And only before it ships.
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Same price
shade swaps move nothing
Another shade of the same product leaves the total as it is.
What you can change
| Change | How it works |
|---|---|
| Swap to another shade of the same product | Same price, so the total does not move. It needs the new shade to be in stock |
| Change the shipping address | Until the label is printed. After that it is a redirect request with the carrier |
| Add an item or raise a quantity | The page charges the difference before you confirm |
| Remove an item or swap to a product at another price | The page refunds or charges the difference |
| Cancel the order | A full refund to the original payment method |
| Cancel only a pre-order line | Possible until that line ships; its charge is refunded |
- The payment method cannot be changed after purchase.
- A launch-day pre-order cannot be swapped for a different limited item.
- Once an order has shipped it cannot be edited or canceled: you can refuse the delivery or start a return.
Editing questions
The shade I want to swap to is sold out.
Then the swap cannot be made. You can keep the shade you ordered and join the waitlist for the other, or cancel while the order is unshipped.
I ordered two hours ago to my old address.
You are well inside the window. Look the order up and change the address.
Part of my order has shipped.
Then the split goes to our team. Write to us with the order number.