• If you do not process your customer's cancellation request within 24 hours
• For standard orders, if you do not update your customer's order's status to "To Ship - Awaiting Collection" within the Service Level Agreement (SLA) period. Please see our Order Fulfilment Timelines article for more information.
• For standard orders, if your Logistics Service Provider (LSP) has not collected the order within the Service Level Agreement (SLA) period.
• For pre-orders, if the order was not shipped by the Expected Shipped Date (calculated by adding 2 calendar days to the number of days chosen by the seller to ship the order).
• The order's status has remained at "To Ship - Awaiting Collection" for a period exceeding the Service Level Agreement (SLA) period.
• Your customer does not pay for the order.
• The LSP reported the order as lost or damaged while enroute to your customer.
• We detect illegal, fraudulent or suspicious activity, or determine that fulfilling the order would violate local law.
• We believe that cancellation is necessary to protect your customer's experience.

What are the Service Level Agreement (SLA) periods?

• The order is not ready for shipment within 2 working days from when the order was placed (i.e. the order status is not set to "To Ship - Awaiting Collection").

• The order is ready for shipment but has not been collected by the logistics provider within 3 working days from the date the order was placed.

Frequently Asked Questions (FAQs)

• We strongly encourage you to:
  • Notify our Customer Service Team via the Help Center if the LSP has not picked up your orders within 1 calendar day of their status being updated to "To Ship - Awaiting Collection"
  • Regularly update and maintain your inventory to prevent stock sourcing or order fulfilment delays
  • Ensure the LSP immediately scans all orders upon receipt and notify our Customer Service Team via the Help Center if they fail to do so

• Yes, we will notify you via email at least 1 calendar day before an order is auto-cancelled.