Order Cancellation Policy
Last updated: 31 August 2026
FWSports Shoes aims to make order cancellations clear and straightforward.
FWSports Shoes is a trading name of Wellnessmasco LTD, registered in England and Wales under Company Number 15150625.
This policy explains how to request cancellation of an order and how cancellation requests are handled.
1. Cancelling an Order Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
Email: info@fwsportsshoes.com
Telephone: +44 20 3322 5623
Please provide:
- Your full name
- Order number
- Email address used for the order
- A clear statement that you wish to cancel the order
We recommend contacting us within 24 hours of placing your order so that we have the best opportunity to stop the order before dispatch.
The 24-hour period is an operational request window and does not limit any statutory cancellation rights available to UK consumers.
2. What Happens After We Receive Your Cancellation Request?
If your order has not yet been dispatched and we are able to stop fulfilment, we will cancel the order and issue a refund to the original payment method.
We will send you confirmation by email once the cancellation has been processed.
We do not charge a cancellation fee for an eligible cancellation.
Any previous reference on our website to a percentage-based cancellation or processing fee should therefore be removed if you adopt this policy.
3. What If My Order Has Already Been Dispatched?
If your order has already been dispatched, we may not be able to stop the shipment.
This does not mean that you automatically lose your right to cancel or return the order.
Once the order arrives, you can use the applicable cancellation and return procedure described in our Return & Refund Policy.
UK consumers may also have statutory cancellation rights for online purchases, regardless of whether the parcel has already been dispatched.
4. UK Customers — Statutory Right to Cancel
If you are a UK consumer purchasing goods online, you will normally have the right to cancel your contract within 14 days without giving a reason.
For goods, the cancellation period will normally expire 14 days after the day on which you, or a person nominated by you, receives the goods. This reflects the Consumer Contracts Regulations applicable to most online purchases.
To exercise this right, you must inform us of your decision to cancel by making a clear statement.
You may do this by:
Email: info@fwsportsshoes.com
Telephone: +44 20 3322 5623
You do not have to use any specific wording or form, provided your intention to cancel is clear.
5. Returning Goods After a UK Statutory Cancellation
If you notify us that you are exercising your statutory right to cancel after receiving your order, you should return the goods in accordance with the instructions provided by our customer service team.
After notifying us of cancellation, UK consumers normally have a further 14 days to send the goods back.
Contact:
We will provide:
- Your return reference
- The appropriate return warehouse address
- Return instructions
We aim to provide these details within 1 business day.
The return reference is an administrative tool used to match the returned parcel with your order. It is not a discretionary approval process that removes an eligible statutory cancellation right.
6. Refunds Following Cancellation
Cancellation Before Dispatch
If we successfully cancel your order before dispatch, payments already received for the cancelled order will be refunded to your original payment method.
UK Statutory Cancellation
Where a UK consumer validly exercises their statutory cancellation right, we will reimburse the payments we are legally required to refund, including the cost of our standard outbound delivery where applicable.
If you selected a delivery method that was more expensive than our least expensive standard delivery option, the additional premium delivery cost does not have to be refunded.
Where goods have already been delivered, refunds will be made within the applicable statutory timeframe, generally no later than 14 days after we receive the returned goods or evidence that the goods have been sent back, where applicable.
Refunds are issued to the original payment method.
Your bank, card issuer or payment provider may require additional processing time after we issue the refund.
7. Return Shipping Costs After a Change of Mind
For ordinary change-of-mind cancellations where the product is not faulty or incorrectly supplied, the customer is normally responsible for the cost of returning the goods, provided this was disclosed before purchase and applicable law permits it.
We recommend using a tracked return service and keeping proof of postage.
Please see our Return & Refund Policy for complete return instructions.
8. Damaged, Defective or Incorrect Products
If you wish to cancel or return an order because the item supplied is:
- Damaged
- Defective
- Incorrect
- Materially different from what you ordered
please contact:
Where the issue is attributable to FWSports Shoes, we will arrange an appropriate remedy in accordance with applicable consumer law and our Return & Refund Policy.
You will not be required to pay reasonable return shipping costs for a verified item supplied damaged, defective or incorrectly by us.
9. Changing an Order
If you need to change an order rather than cancel it—for example, changing a size or delivery address—please contact us as soon as possible.
We will make reasonable efforts to assist before the order has been dispatched.
Once an order has entered fulfilment or has been dispatched, certain changes may no longer be operationally possible.
This does not affect applicable statutory consumer rights.
10. Orders Refused at Delivery
We recommend contacting us before refusing a delivery.
Simply refusing a parcel does not always provide us with enough information to identify why it has been returned and may delay refund processing.
If you wish to exercise a cancellation right, notify us clearly at:
11. Non-UK Customers
Customers in the United States and Canada may request cancellation before dispatch by contacting us as soon as possible.
If an order has already been dispatched, eligible products can be returned in accordance with our Return & Refund Policy.
Any mandatory consumer rights available under the laws applicable to your purchase are not excluded by this policy.
12. Your Statutory Rights
Nothing in this Cancellation Policy is intended to exclude, restrict or replace any mandatory consumer rights available under applicable law.
For UK consumers, statutory rights may include rights relating to:
- Cancellation of distance contracts
- Faulty goods
- Goods that are not as described
- Goods that are not of satisfactory quality
- Goods that are not fit for their intended purpose
These rights may apply independently of our commercial cancellation and returns procedures.
13. Optional Cancellation Request Format
You can cancel by simply emailing us.
For example:
Subject: Order Cancellation – [Order Number]
“I am writing to inform you that I wish to cancel order [order number]. My name is [name] and the email address used for the order is [email address].”
A formal cancellation form is not required for UK consumers to exercise the statutory right to cancel; a clear statement is sufficient.
14. Contact Information
FWSports Shoes
A trading name of Wellnessmasco LTD
Email: info@fwsportsshoes.com
Telephone: +44 20 3322 5623
Customer Service Hours:
Monday–Friday
09:00–17:00 GMT
Registered Office:
5 Cameron Terrace, Herbert Road, South Tottenham, London, England, N15 4FG, United Kingdom
Company Registration Number: 15150625
Please note that the registered office is our administrative address and should not be used for merchandise returns unless our customer service team specifically instructs you to do so.