Sometimes, a choice doesn’t sit right the moment after it’s made.
Sometimes, something slips through. Something shifts. Or something simply needs fixing.
And that’s okay. We understand those moments—that’s why we’ve made space for them.
Whether it’s a change of mind, a missed detail, or something unexpected—your order shouldn’t feel like a one-way decision.
Because every choice should come with room to rethink it.
1. What You Can Change
If your order hasn’t yet been dispatched, there’s still a window—brief, but real—where a few things can be adjusted. We can’t promise everything, but we’ll try to help if it’s still in our hands.
Here’s what we might be able to change:
A. Delivery Address
If your order status is “pending” or “processing,” we may still be able to correct your delivery address—especially if it’s a small fix, like a postcode error or missing flat number.
Requests to change the address entirely or redirect the parcel to a different location are usually not possible once your order has been prepared or dispatched.
If something’s not right, let us know as soon as you can—we’ll do what we can within the time we’ve got.
B. Contact Details
We can update your email address or phone number if your order hasn’t been processed yet.
This helps avoid missed updates or delivery confirmations.
Just get in touch before dispatch and we’ll fix it in our system—no stress, no hassle.
C. Product Variant (Storage, Colour, Specs)
If you meant to choose a different version—maybe a different colour, storage size, or specification—we may still be able to switch it, as long as the variant you need is in stock and your order hasn’t moved into packing.
Just keep in mind:
Some variants cost more. Some cost less. If there’s a price difference, we’ll let you know—so you can decide whether to go ahead with the change. If it’s more, we’ll send you a secure payment link. If it’s less, we’ll offer you a partial refund or store credit, depending on how far along things are.
Timing and stock availability matter. The sooner you let us know, the more likely we can help. If it’s possible, we’ll guide you through the next steps—without making it complicated.
D. Item Quantity
There’s a small window after you place your order—before it’s processed—where we might still be able to adjust the quantity of an item. Maybe you meant to add one more. Maybe one too many made its way in. It happens.
If your order is still pending or being prepared, we may be able to update the quantity—either increasing or decreasing—before it moves into fulfilment.
Just so you know:
- If you ask to increase the number of items, your total order amount will go up too. We’ll let you know the revised total—along with the extra amount to be paid, including any change in delivery charges if your updated order qualifies for a different shipping method or cost bracket. If you’re happy to proceed, we’ll send you a secure payment link to cover the difference and carry on with your order.
- If you ask to decrease the number of items, your total order amount will go down as well. We’ll let you know the revised total and the difference, including any adjustment to delivery charges if your order now falls under a different shipping threshold. Once you confirm, we’ll update your order and refund the difference—either to your original payment method or as store credit, depending on what you prefer.
Quantity changes depend on a few things—stock availability, timing, and where your order sits in the fulfilment queue. We’ll always try to make the change if we can. And whatever the outcome, we’ll keep you in the loop—without any runaround.
E. Add or Remove Items
We know how easy it is to forget something—or realise you added something you didn’t mean to.
If your order is still marked as “pending” or “processing,” there’s a small chance we may still be able to add a new item or take one out before it ships.
If that’s the case, here’s how we’ll go about it:
- If you’d like to add an item, we’ll first check that it’s in stock. If it is, we’ll recalculate the total order amount, including any change to your delivery cost—and let you know the revised total. If you’re happy to go ahead, we’ll send you a secure payment link for the difference. Once that’s sorted, we’ll update your order and keep it moving.
- If you’d like to remove an item, we’ll check if the timing allows it. If it’s possible, we’ll update your order and adjust the total, including any changes in delivery cost. We’ll let you know the revised total and the difference. Once you confirm we’ll process the refund—either to your original payment method or as store credit, whichever works best for you.
Adding or removing items isn’t always possible—but when it is, we’ll do our part to get it done.
2. How to Request a Change
If you need to make a change to your order, the sooner you reach out, the better the chances we can help.
Here’s how to do it:
Step 1: Send us a request as soon as you can. Just email us at [email protected] or call us on 020 3151 1051 with your order number, what you’d like to change, and anything else that might help.
Step 2: We’ll check where your order stands. If it’s still marked as “pending” or “processing,” we’ll see if the change can still be made.
Step 3: We’ll get back to you promptly—let you know if the change can be made, and walk you through whatever comes next.
Please keep in mind:
- Changes can’t be made once your order has been packed or dispatched.
- Not all changes are guaranteed, but we’ll always try.
It’s not about policies—it’s about helping you fix what needs fixing, if there’s still time to fix it. Reach out as soon as you can, and we’ll do our best from there.
3. When You Can Cancel
We get it—sometimes plans change. If you need to cancel an order, there’s a short window where we may still be able to step in, but timing is everything.
You can request a cancellation if:
- Your order is still marked as “pending” or “processing”
- The item hasn’t been packed or dispatched yet
- The product isn’t a custom-built or made-to-order item (we’ll let you know if that ever applies)
We’ll confirm whether the cancellation is still possible based on your order’s status. If it is, we’ll cancel it and refund the full amount—no deductions, no delays.
If your order has already been dispatched, you won’t be able to cancel it—but you may still be able to return it within 14 days from the date of delivery. For that, see our Returns and Refunds page.
4. How to Request a Cancellation
Sometimes, it’s a quick change of mind. Sometimes, the decision takes a little longer to surface. Either way, if cancelling feels like the right next step—you don’t need to second-guess it.
Here’s what to do:
Step 1: Get in touch as soon as you can. You can email us at [email protected] or call us on 020 3151 1051 with your order number and a brief note saying you’d like to cancel. No need to explain—a clear request is all we need.
Step 2: We’ll check where your order stands. If it’s still marked as “pending” or “processing” and hasn’t been packed or dispatched, we’ll do our best to cancel it before it moves any further.
Step 3: If it goes through in time, we’ll process a full refund—either to your original payment method or as store credit, whichever suits you better. And if it’s too late to cancel, we’ll walk you through what comes next.
Sometimes cancelling is just part of choosing better. If it feels like the right step, we’ll do what we can to make it simple and stress-free.
5. How Refunds Are Issued
If a cancellation or change leads to a refund, we’ll make it as smooth as possible—no chasing, no guesswork, and no vague timelines.
Here’s how it works:
- Refunds are usually sent back to your original payment method. That means if you paid by card, it’ll return to that same card. If you’d rather receive store credit instead, just let us know—we’re happy to arrange that too.
- Once processed on our end, refunds typically reach you within 3 to 5 working days. Sometimes faster, depending on your bank or payment provider.
- If your original payment method isn’t available anymore (like a cancelled card or closed account), let us know right away. We’ll work with you to sort out an alternative way to send the refund safely.
We’ll always confirm the refund amount, method, and status so you’re never left wondering. If anything’s unclear—or if your refund relates to a return—just head to our Returns and Refunds page or get in touch directly. We’ll make sure you’re not left in the dark.
6. Where It All Stands Legally
This page is intended to help you better understand how amendments and cancellations work at HumaneX.store. If you’d like to dive deeper, please see our Terms of Use & Sale, which set out the terms for both you and us—how we operate and what you agree to.
All orders, including Mail and Telephone Orders, are processed in accordance with the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, and the Payment Services Regulations 2017.
Your personal and payment information is protected in accordance with our Privacy Policy and Cookie Policy, in full compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
