Sometimes an order needs to stop before it gets too far down the road.
At OurTread, fulfilment can begin soon after checkout. Customers therefore have an initial period to request cancellation, while requests made later will depend on how far the order has progressed through fulfilment.
This Policy explains when an order can be cancelled, how to submit a request, how refunds are handled, and what happens once an order has already been prepared or dispatched.
1. Cancellation at a Glance
| Cancellation detail | OurTread policy |
|---|---|
| Standard cancellation window | Within 4 hours of purchase |
| Cancellation fee | None |
| Approved cancellation refund | 100% of the eligible order amount |
| After 4 hours | May still be possible depending on fulfilment status |
| Once prepared or fulfilled for shipment | Cancellation may no longer be available |
| After dispatch | Return & Refund Policy applies where eligible |
| Refund method | Original payment method |
Customers may request cancellation within 4 hours of placing an order.
After the initial 4-hour period, we may still be able to stop the order if it has not yet been fulfilled, prepared for shipment or progressed too far through the fulfilment process.
OurTread does not charge a cancellation fee.
2. How to Request a Cancellation
If you decide to cancel your order, contact us as soon as possible.
For the fastest and easiest cancellation process, we recommend replying directly to the original order confirmation email you received after placing the order.
This helps our support team identify the correct purchase and check its current fulfilment status more quickly.
If you cannot access the order confirmation email, contact:
Please include:
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Your order number
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Your full name
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The email address used for the purchase
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A clear request to cancel the order
Our team will check the order status before confirming whether cancellation can still be completed.
3. No Cancellation Fee
OurTread does not charge a fee for approved order cancellations.
If an order is successfully cancelled before shipment, the eligible order amount will be refunded in full to the original payment method.
There is no percentage deduction or cancellation charge applied by OurTread.
4. Why Timing Matters
Orders can begin moving through fulfilment shortly after checkout.
Depending on the stage reached, products may already have been:
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Allocated to the order
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Checked
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Prepared
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Packaged
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Made ready for dispatch
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Transferred into the shipping process
The first 4 hours after purchase provide the clearest opportunity to request cancellation.
After those 4 hours, cancellation is not automatically refused. Instead, we will check how far the order has progressed.
If the order has not yet been fulfilled or prepared for shipment, we may still be able to cancel it.
Once preparation or fulfilment has progressed too far, however, cancellation can no longer be guaranteed.
5. Requests Made After 4 Hours
If more than 4 hours have passed since the order was placed, you may still submit a cancellation request.
OurTread will review the current fulfilment status.
Cancellation may still be approved where the order:
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Has not yet been fulfilled
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Has not been prepared for shipment
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Has not been handed into the shipping process
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Can still reasonably be stopped before dispatch
If the order has already progressed beyond this stage, the cancellation request may be declined and the order will continue toward delivery.
Once delivered, an eligible return may instead be requested under our Return & Refund Policy.
6. Orders Already Dispatched
Once an order has been handed over for delivery, it can no longer be cancelled through this Policy.
Please allow the parcel to reach its destination before beginning an eligible return.
Eligible products may be returned within 30 days from delivery, subject to the conditions described in our Return & Refund Policy.
Please do not refuse delivery or independently send the parcel to OurTread's business address.
Return instructions and the appropriate authorized return destination will be provided after the return request has been reviewed.
7. Refunds for Approved Cancellations
When a cancellation is approved, OurTread will issue a full refund of the eligible order amount to the original payment method.
No cancellation fee is deducted.
Once OurTread submits the refund, your bank, card issuer or payment provider may require additional time before the funds become visible in your account.
If more than 15 days have passed since we confirmed that the refund was processed and you still cannot see it, please contact us so we can review the available transaction information.
8. Changing an Order
Sometimes an order does not need to be cancelled completely and only one detail needs correcting.
If you selected the wrong:
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Size
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Colour
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Quantity
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Product detail
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Delivery information
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Other order information
contact us as quickly as possible.
Where fulfilment has not progressed too far, we may be able to assist with certain changes.
However, changes cannot be guaranteed.
If the requested amendment cannot be completed but the order is still eligible for cancellation, you may cancel it and place a new order with the correct details.
9. Delivery Address Changes
A successful delivery depends on accurate checkout information.
If you notice an error in your delivery address after ordering, contact us immediately.
Where reasonably possible, we will try to update the address before the order is prepared or dispatched.
Once fulfilment has progressed or the parcel has been handed to the carrier, address changes may no longer be possible.
10. When OurTread Cancels an Order
OurTread may occasionally need to cancel an order if it cannot be fulfilled correctly.
This may happen where, for example:
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The product or selected variant becomes unavailable
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Demand causes stock information to update later than the actual availability
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Upcoming stock would delay shipment beyond the expected timeframe
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The available product does not meet the required pre-dispatch quality standard
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Payment fails or is reversed
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A material pricing or technical error occurs
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The delivery address cannot reasonably be serviced
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Legitimate fraud or security concerns arise
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Another circumstance prevents fulfilment
If an available product does not meet the quality standard required for shipment, we will not knowingly dispatch it simply to complete the order.
Where OurTread cancels an order after payment has already been collected, the affected order will receive a full refund to the original payment method.
11. Consumer Rights
This Policy explains OurTread's process for cancelling orders before dispatch.
It does not remove, replace or restrict consumer rights that cannot legally be excluded.
Where mandatory consumer protections provide additional cancellation, withdrawal, return or refund rights, those protections will continue to apply.
Our separate Return & Refund Policy also provides eligible products with a 30-day return period from delivery.
12. Contact OurTread
If your plans change, contacting us early gives us the best chance of stopping the order before fulfilment progresses too far.
For the quickest handling of an existing order, we recommend replying directly to your original order confirmation email.
If you cannot access it:
Email: contact@ourtread.com
Phone: +44 7848479367
Support Hours
Monday–Friday: 9:00 AM–4:30 PM (UTC+0)
Saturday–Sunday: 10:00 AM–2:00 PM (UTC+0)