What is the Cancellation Fee, and when is it charged?

A Cancellation Fee of €6 per parcel is deducted when you request a refund for a cancelled or uncollected order that did not include Flexible Cancellation.

Why it is charged: by the time an order is cancelled, the collection has already been booked with the courier. The fee covers that failed or cancelled collection attempt and the administration of the refund. It is a fixed charge per parcel, it cannot be waived, and it is not refunded later.

Example: a 3-parcel order without Flexible Cancellation is cancelled and refunded. €18 (3 × €6) is deducted and the rest of the transportation cost is returned. The exact amount is shown before you confirm the refund request.

How to avoid it: add Flexible Cancellation at checkout for €3 per order. It covers every parcel in the order (a 10-parcel order still pays €3), and your full transportation cost is refunded if the order is cancelled or the collection fails (for example, the shipper was absent or the address was wrong).

Only the transportation cost is ever refunded. Add-ons such as insurance, Flexible Cancellation itself and other extras are not refundable.