Order cancellation

How to cancel an order — before despatch, after despatch, and what happens with bespoke pieces.

Before despatch

You can cancel an order at any time before it has been despatched, for a full refund — no questions asked. Email enquiries@jandmmcewen.co.uk or call +44 1856 872281 with your order number.

After despatch

Once we have despatched the goods, you have the statutory 14-day cancellation right under the Consumer Contracts Regulations. See the returns & refunds page for the process.

Bespoke and made-to-measure orders

Bespoke orders — custom dimensions, customer's own fabric, sizes or configurations that are not held as stock — can be cancelled up to the point we have placed the order with the manufacturer (typically 24 – 48 hours after we confirm specification). After that, the deposit becomes non-refundable.

Cancelling click & collect

You can cancel a click & collect order at any time before collection for a full refund. If we have already prepared the order, no charge applies.

If we cancel

We may cancel an order in three situations:

• We cannot fulfil it — the item is unexpectedly out of stock or discontinued.
• There is an obvious pricing error.
• An anti-fraud check fails.

If we cancel, we refund in full within 7 working days and explain why.

Refund timing

Refunds go back to the original payment method within 7 working days of the cancellation being confirmed. Your bank may take a further 3 – 5 working days to show the credit.

Last updated 2026-05-25 · J & M McEwen, Kirkwall