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

A Cancellation Fee of €6 per parcel applies when you request a refund for an order that was cancelled or not collected, if that order did not include Flexible Cancellation.

The fee covers the collection the courier had already arranged. It is deducted from your refund, and the exact amount is shown before you confirm the refund request.

How to avoid it: add Flexible Cancellation during checkout. With it, 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). Flexible Cancellation covers the transportation cost only — insurance and other add-ons are not refundable.