Cancellation policy

We understand that plans can change. This policy explains how to cancel an order — including regular and pre-order items — and what to expect regarding refunds.

1. Standard order cancellations

• You may cancel your order at any time before it has shipped for a full refund.
• If your order has already shipped, please see our Refund Policy for return and refund instructions.

2. Pre-order cancellations

• Pre-orders are items not yet in stock but available to reserve in advance.
• You may cancel a pre-order any time before it ships for a full refund.
• Estimated shipping dates are shown on the product page and confirmed by email after purchase.
• Once a pre-order has shipped, our standard Refund Policy applies.

3. How to cancel

To cancel an order, contact our customer support team with your order number and the item(s) you wish to cancel. You can also email us directly at sale@kneepillow.co.uk.

Cancellation requests are actioned during business hours. If your order has already been picked for dispatch we may not be able to stop it — in that case the Refund Policy applies once it arrives.

4. Contact us

Registered office (no returns accepted here)
15 Hanover Square, 6th Floor, Lion Suite
KneePillow — AFA Ecommerce Limited
London, England W1S 1HS

Related policies

Return & Refund Policy Shipping Policy Terms of Service Contact Us

Last updated: 26 August 2026