How can I cancel my order?Updated 15 days ago
Depending on your order status, eligibility, and sign-in status, one or both cancellation options may appear for eligible orders that have not yet shipped.
Open your order
You can open your order in either of these ways:
- Click “View current status” in your order-confirmation email. This is usually the quickest way.
- Go to account.smilodox.com and sign in using the email address you used to place the order. You will receive a one-time code by email. A separate account password is not required.
If the order page asks you to sign in or verify your identity, use the same email address used for the order.
Option 1: Request a cancellation
For eligible, unshipped orders, the “Artikel stornieren” option is generally available within 15 minutes after the order is placed.
- Open your order.
- Select “Artikel stornieren.”
- Select the item or items you want to cancel.
- Confirm and submit your request.
This submits a cancellation request for review. It does not mean that your order has already been cancelled. You will receive an automatic confirmation email after submitting the request.
Option 2: Cancel immediately
For eligible, unshipped orders, “Bestellung sofort stornieren” may be available within 30 minutes after the order is placed.
- Open your order and sign in or verify your identity if asked.
- Select “Bestellung sofort stornieren.”
- Confirm the cancellation on the cancellation page.
A successful cancellation will be confirmed by email. Do not treat the order as cancelled until you receive confirmation.
If no cancellation option appears
The cancellation window may have passed, the order may already be processing or shipped, or the order may not be eligible for online cancellation. Some orders, such as certain digital products or gift cards, may not offer online cancellation.
If neither option appears, contact us at [email protected] so our team can review your request. Please include your order number, the email address used for the order, and the item or items you want to cancel.
Order changes
After an order is placed, changes to the address, items, or discount codes are not available. Check your order page for an eligible cancellation option. If none appears, contact Support for review.