What happens if my order can’t be cancelled?

Customers often ask, “What happens if my Brown Thomas order can’t be cancelled?” If your order has already progressed too far in our fulfilment process, it cannot be stopped — even if you contacted us quickly. In this case, you’ll need to wait for the order to arrive and then return it if unwanted.

Why wasn’t my order cancelled?

• Orders begin processing immediately after confirmation.

• Once they reach a certain point in our fulfilment system, changes are no longer possible.

• This applies even if the order has not yet been dispatched.

What happens next

• If your cancellation request is too late, our Customer Service team will provide you with a returns label.

• You’ll be able to return the item once it arrives.

• A refund will be processed after the item has been received back into our returns facility.