Order Cancellation Policy

Last Updated: February 24, 2026

At FWSports Shoes (a trade name of Wellnessmasco Ltd), we understand that plans can change. We aim to provide a fair and straightforward process for order cancellations. This policy outlines the conditions under which you can cancel your order and the steps you need to take.

1. Cancellation Window

We offer a 24-hour grace period for cancellations.

• If you change your mind, you must request a cancellation within 24 hours of placing your order.
• Within this timeframe, we can stop the order before it enters our automated processing system.

2. How to Request a Cancellation

To ensure your request is processed before the item ships, please follow these steps:

• Email: Send an urgent request to info@fwsportsshoes.com with the subject line: "URGENT: Order Cancellation—[Your Order Number]."
• Phone: You may also call our support line at +44 20 3322 5623 during business hours: 09:00 AM to 05:00 PM (Monday–Friday), (GMT+00:00) Greenwich Mean Time (London).

2.1. Other Ways to Cancel

If you prefer not to use our digital request process, you may exercise your right of withdrawal by using our formal Order Withdrawal Form.

How to use it:

• Complete: Fill in your order details, including your order number and the date of purchase.
• Submit: Send the completed form to us via email at info@fwsportsshoes.com or by mail to the following address: FWSports Shoes (Wellnessmasco Ltd), 5 Cameron Terrace, South Tottenham, London, England N15 4FG, United Kingdom

 📄 Download/Print Withdrawal Form (PDF)

3. Cancellations After 24 Hours

Once the 24-hour window has passed, your order is automatically sent to our distribution center for picking, packing, and dispatch.

• If the order is already in "Processing" or "Shipped" status, we cannot stop the shipment. In this case, you will need to wait for the package to arrive and then follow our Return & Refund Policy to return the item.
• Return Costs: For cancellations requested after the order has been shipped, the customer will be responsible for the return shipping costs.

4. Cancellation of Custom or Specialized Orders

If we ever offer customised or personalised footwear, please note that these orders enter production immediately and cannot be cancelled once the order is placed.

5. Refund Process for Canceled Orders

If your cancellation request is received and approved within the 24-hour window: Full Refund: You will receive a 100% refund, including the $12 flat shipping fee. Processing Time: The refund will be initiated immediately to your original payment method. Please allow 7 business days (Monday–Friday) for our processing, plus an additional 3–5 business days for the bank to post the funds to your account.

6. Order Modification (Address or Size Changes)

Similar to cancellations, any requests to change the shipping address, shoe size, or colour must be made within 24 hours.

• We cannot guarantee any changes once the order is processed.
• If the address provided was incorrect and the order has shipped, FWSports Shoes is not responsible for lost packages or redelivery fees.

7. Cancellations by FWSports Shoes

We reserve the right to cancel an order under certain circumstances, including but not limited to:

• Stock Unavailability: If an item unexpectedly goes out of stock.
• Pricing Errors: If a technical error causes an incorrect price to be displayed.
• Fraud Prevention: If our security system flags the transaction as high-risk or unauthorized.
• Shipping Restrictions: If we are unable to ship to your specific location in the UK, USA, or Canada.

In any of these cases, we will notify you immediately via email and issue a full refund.

8. Policy Abuse

To maintain a fair service for all customers, we monitor cancellation patterns. Frequent or excessive cancellation requests from the same account/customer may result in a review of future ordering privileges.

9. Policy Updates

FWSports Shoes reserves the right to modify this cancellation policy at any time. Any changes will be posted on this page and will apply to all orders placed after the update.

10. Contact Information

For any questions or to initiate a cancellation, please reach out to us:

FWSports Shoes is a trade name of Wellnessmasco Ltd

Legal Entity Name: Wellnessmasco Ltd, trading as FWSports Shoes

Company Registration Number: 15150625

Registered Address: 5 Cameron Terrace, South Tottenham, London, England N15 4FG, United Kingdom

Phone: +44 20 3322 5623

Email: info@fwsportsshoes.com

Live Chat: Available on the website. During business hours

Business Hours: 09:00 AM to 05:00 PM (Monday–Friday), (GMT+00:00) Greenwich Mean Time (London)