Cancellations

Last updated: 6 December 2025

At Elixir Store, we start preparing orders quickly so you can receive your items as soon as possible. This page explains when you can cancel an order and how our cancellation process works.

Please read this together with our Returns & Refunds Policy, Custom & Personalised Orders page and Terms & Conditions.

1. General overview

Custom / personalised items – very limited cancellation window (see Section 2)
Non-custom items (excluding fragrances) – can usually be cancelled before dispatch (see Section 3)
Fragrances – normally cannot be cancelled once the order is placed, due to handling and packing processes (see Section 4)

Nothing on this page affects your statutory rights under UK consumer law.

2. Cancellations for custom & personalised orders

Many of our products can be personalised with initials, names or other custom lettering.
Once you place a personalised order:

You have a 1-hour window from the time of placing the order to request a change to the custom text or to cancel the personalised item(s).
After this 1-hour window, your order is sent to our workshop to be queued for production so it can be made within our usual 2–4 working day timeframe.

Because each custom piece is made specifically for you:

After the 1-hour window has passed, personalised items cannot be cancelled.
If you later change your mind, the normal cancellation rights for non-custom items do not apply to personalised products.

If you need to cancel or amend personalisation within 1 hour:

Email support@elixirstore.co.uk immediately
Use the subject line: “URGENT: Cancellation/Change – Personalised Order #[order number]”
Tell us:
- Your full name
- Your order number
- The item(s) affected
- Whether you want to cancel or change the custom text

We will do our best to action this in time, but cannot guarantee changes once processing has begun.

3. Cancellations for non-custom (non-fragrance) orders

For orders that do not include personalised items or fragrances, you may usually:

Request a cancellation any time before your order has been dispatched (before you receive your shipping confirmation email).

If your order has not yet shipped:

We will cancel it and issue a refund to your original payment method.

If your order has already shipped:

It can no longer be cancelled.
You may still be able to return eligible items under our Returns & Refunds Policy (e.g. 30-day returns for non-personalised items), but you will normally be responsible for the return shipping cost for change of mind or ordering the wrong item.

To request cancellation for non-custom, non-fragrance items:

Email support@elixirstore.co.uk as soon as possible
Provide:
- Your full name
- Your order number
- Confirmation that you wish to cancel the order (or specific items)

We will confirm whether your order has already been dispatched and what we can do next.

4. Cancellations for fragrance orders

For safety, handling and packing reasons, fragrance orders are normally not cancellable once placed.

As soon as a fragrance order is confirmed, it is passed quickly into our packing process.
Because of this, we cannot usually cancel fragrance items even if the order has not yet shipped.

If you placed an order containing fragrance and need to cancel:

Please email support@elixirstore.co.uk immediately with your order number.
If, in rare cases, your order has not yet entered the packing process, we will let you know if cancellation is still possible.
Otherwise, your fragrance order will proceed as normal and cannot be cancelled.

Your statutory rights as a consumer, including rights relating to faulty or not-as-described products, still apply.

5. How refunds work for cancelled orders

If your cancellation request is accepted:

We will issue a refund to your original payment method.
Please allow 5–10 working days (depending on your bank or payment provider) for the refund to appear in your account.

For non-custom orders cancelled before dispatch:

The full order value (including product cost) will usually be refunded.
Shipping fees may not be refundable once shipment has been arranged; we will confirm this when we process your cancellation.

For personalised items cancelled within the 1-hour window:

The full amount for the cancelled personalised product(s) will be refunded.

6. If your order has already shipped

If your order has already been dispatched:

It cannot be cancelled.
For non-personalised items (excluding fragrances), you may still be able to return them in line with our Returns & Refunds Policy.
For personalised items and fragrances, standard cancellation and change-of-mind returns do not usually apply, except where the item is faulty or not as described.

7. Contact us about cancellations

To request a cancellation or to ask about the status of your order, please contact:

Email: support@elixirstore.co.uk
Website: elixirstore.co.uk

Including your order number and whether the items are personalised, fragrance or standard will help us respond faster.