Cancelling an order – is it still possible?

Have you placed an order with Kardena and would like to cancel it?

Whether a cancellation is still possible depends on what stage your order has reached in the processing chain.

Order not yet shipped

Contact our support team as soon as possible and provide us with your order number and your request to cancel.

As long as your order has not yet been prepared for shipping, we’ll be happy to check whether a cancellation is still possible.

⚠️ Important:
Some of our orders are processed very quickly. We therefore cannot guarantee that a cancellation can be carried out in time.

Order is already being prepared for shipping

Once an order has been handed over for shipping, it may no longer be possible to cancel it.

Even if you have not yet received a dispatch confirmation, the order may already be in the process of being prepared for shipping.

ℹ️ Please note:
The status shown in your customer account or the time of the shipping confirmation does not necessarily correspond exactly to the internal processing status of your order.

Order has already been shipped

If your order has already been handed over to the courier, we are generally unable to cancel the shipment.

Please accept the parcel first.

You can then return the order – provided the conditions are met – via our returns portal.

→ Returning an order – how the returns process works

⚠️ Please do not simply refuse delivery:
We recommend that you accept an order that has already been shipped and then return it via the designated returns process. This ensures that your return can be clearly identified and processed quickly.

What happens to my payment?

If the order can be successfully cancelled and payment has already been made, a refund will be arranged.

Depending on the payment method and payment service provider, it may take some time for the refund to appear in your account.

Further information:
→ When will I receive my refund?

How can I request a cancellation?

Please contact our support team and let us know:

• Your order number
• The name of the person who placed the order
• That you wish to cancel the entire order

💡 Tip:
The sooner you contact us after placing your order, the more likely it is that we’ll be able to stop the order before it goes into shipment processing.

Updated on: 07/09/2026