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Torpol Knowledge base

Can I cancel my order after placing it?

Last Updated: June 12, 2026, 7:38 p.m.

Yes, in most cases it is possible to cancel an order, provided it has not yet entered the final stages of processing. If your order has not been packed or handed over for shipment, cancellation can usually be arranged quickly by contacting our customer service team.

If the package has already been prepared and dispatched, cancellation is unfortunately no longer possible. However, you may still exercise your right to return the order after receiving the shipment, in accordance with our return policy.

When is order cancellation possible?

You can usually cancel your order if:

·         the order is still new and its status is received, placed, or awaiting processing. At this stage, the products are still in the warehouse and have not yet entered the packing process;

·         payment has been received, but the order has not yet moved to the fulfilment stage;

·         no custom modifications have been requested, such as personalisation or made-to-order alterations.

The sooner you contact us regarding a cancellation, the greater the chance that we can stop the order before it is dispatched.

When is cancellation no longer possible?

Cancellation is no longer possible in the following cases:

·         the order has already been packed and handed over for shipping,

·         the courier has collected the parcel from our warehouse,

·         personalisation has already been initiated (e.g. embroidery, custom sizing, or individual finishing).

In these situations, we are no longer able to physically stop the order.

However, once the parcel has been delivered, you may still return the products in accordance with our return policy. The only exception applies to personalized items, which can only be returned if they do not match the agreed specifications or have been produced incorrectly.

How can I cancel my order as quickly as possible?

If you would like to cancel your order, please contact us:

·         by email: shop@torpol.com

·         by phone: +48 605555576

·         or via the contact form in the Contact section

In your message, please include:

·         your order number,

·         the buyer’s details,

·         a short request: “Please cancel my order.”

This will help us process your request faster and take action before the order moves to the next stage of fulfilment.

What happens with payment after cancellation?

If your order is cancelled before shipment, the full amount will be refunded to the same payment method used for the purchase.

·         Refunds are usually processed within 1–7 business days, depending on the payment provider and your bank.

Additional tips

If you often change your mind about purchases, consider creating a user account—it makes it easier to track your order status and contact us more quickly.

During peak sales periods (such as holidays, promotions, or Black Week), order processing times may be shorter and cancellation may be more difficult. In such cases, it is especially important to contact us immediately after placing your order.

Summary

Yes, an order can be cancelled, but only if it has not yet been handed over for shipping and does not include any personalization.

Timing is crucial—the sooner you inform us of your decision, the greater the chance that we can stop the fulfilment process and issue a full refund.