Can I cancel my order?
The option to cancel your order yourself is only available within the first 2 hours of placement. If this window has passed, the "Cancel Order" button will no longer be visible. To request a cancellation after the 2-hour window, you must contact our Customer Support team to create a ticket.
How to cancel your order within 2 hours
What if the "Cancel" button is missing or you don't have order confirmation email or number?
How to cancel your order within 2 hours
Whether you checked out as a guest or used an account, you have two ways to access the cancellation option:
Option 1: Via your confirmation email
- Open your Order Confirmation email.
- Click the link to your Order Overview page.
- Locate the "CANCEL ORDER" button in the top right.
- Confirm request.
Option 2: Via your Fairphone account
- Log in to your Fairphone account.
- Navigate to My Orders.
- Select the order you wish to cancel.
- Select the blue "Cancel order" link on the right side of the page.
Note on Promotions & Gift Cards: For all orders containing a gift card or promotion, clicking "Cancel" will automatically create a support ticket. Our team will then manually prioritize your request to stop the shipment.
After cancellation
- Confirmation: You will receive an automated email once the cancellation is processed.
- Refunds: Funds will be returned to your original payment method. Please allow 2–5 business days for the refund to appear in your account.
Immediate Cancellations: If a cancellation is submitted within the 2-hour window, it is processed immediately and cannot be reverted.
Standard Cancellations: If you submitted a cancellation after the 2-hour window and a support ticket has been created, you still have the option to change your mind. To abort the cancellation, simply reply to the support ticket created on your behalf and let us know you would like to keep your order.
What if the "Cancel" button is missing or you don't have order confirmation email or number?
If the button is not visible:
- Contact Support: You may still contact Customer Support to see if a manual stop is possible.
-
Refuse Delivery: If the order is already in transit, do not accept the package. Instruct the courier to return it to the sender and contact Customer Support. We will process your refund once the package arrives back at our warehouse.
If you did not receive a confirmation email and do not have an order number:
If you haven't received an email, first please check your Spam, Junk, and "Promotions" folders, as confirmation emails can sometimes be filtered there.
If you still cannot find it and do not have your order number, we cannot process an automated cancellation. In this case, please contact Customer Support immediately by creating a ticket.
Provide the email address used at checkout and the full name on the shipping address so we can locate your order and attempt to stop the shipment manually.
Important limitations
- Once an order is paid, we cannot modify the items or the shipping address.
- Only minor administrative changes can be made to an invoice.
If after reading the article you need more help, contact our Customer Support.