We want the process to be clear and fair. Here’s exactly how cancellations and refunds work at sp5der.co.uk.

Cancelling Your Order

Before dispatch: If you need to cancel or change an order, email us at support@sp5der.co.uk as soon as possible with your order number. If your order hasn’t shipped yet, we’ll cancel it and issue a full refund — no questions asked.

After delivery: As a UK customer, you have a legal right to cancel your order for any reason within 14 days of receiving it, under the Consumer Contracts Regulations 2013. You don’t need a specific reason — simply changing your mind is enough. To cancel, contact us within that window and then return the item to us within a further 14 days. See our Returns & Exchange Policy for full details on returning items.

Please note: once an order has been dispatched, we’re unable to intercept or redirect the parcel in transit — you’ll need to wait for delivery and then follow the return process above.

When You’re Entitled to a Refund

You’re entitled to a full refund if:

  • You cancel within your 14-day statutory cancellation period (see above)
  • Your order doesn’t arrive at all
  • You receive a defective, damaged, or incorrect item
  • Your order is significantly delayed beyond the estimated delivery window with no reasonable explanation

For faulty, damaged, or incorrect items, please let us know within 3 business days of delivery so we can sort it quickly, though this doesn’t limit your wider rights under the Consumer Rights Act 2015 if a fault appears later.

Non-Delivery

If your order hasn’t arrived within the estimated delivery window, contact us at support@sp5der.co.uk  with your order number. We’ll investigate with our courier, and if the parcel genuinely can’t be located, we’ll offer a full refund or send a replacement — your choice.

Refund Process & Timings

Once we’ve confirmed your refund (either because your cancellation window applies, or we’ve received and inspected a returned item), refunds are processed within 14 days.

  • Card payments: typically 5–10 business days to show on your statement, depending on your bank
  • PayPal: usually within a few business days

Refunds are issued to your original payment method. We’ll email you once it’s been processed.

Return Postage

If you’re cancelling because you’ve simply changed your mind, return postage is your responsibility. If the item arrived faulty, damaged, or incorrect, we’ll cover the return postage cost — just let us know and we’ll advise the best way to send it back.

Order Amendments

Want to change size, colour, or delivery address before your order ships? Email support@sp5der.co.uk as soon as possible with your order number. We’ll do our best to accommodate changes, but once an order has entered processing or dispatch, we may not be able to make amendments — in which case the cancellation and returns process above will apply instead.

Questions?

If anything’s unclear, reach out to our customer support team at support@sp5der.co.uk  — we’re happy to help.