Change or cancel an order
The faster you are, the more likely it works. Whether your order can still be stopped is only visible in the returns portal. You change the delivery address yourself.
Cancel order
Whether a cancellation is still possible depends on how far your order has progressed in our warehouse. You can only see this in the returns portal.
- 1 Enter your order number and email address in the returns portal. The number starts with AS.
- 2 If the option to cancel appears there, you can still stop the order.
- 3 If it doesn't appear, the order is already in the shipping process and will go through.
- 4 In that case: accept the parcel and then register a return or exchange.
Even without a shipping confirmation, your order may already be in processing. If no cancellation option is available any more, the order unfortunately can no longer be cancelled.
Change size or product
Wrong size, a different model or another colour? You can change that yourself in the returns portal. The exchange is free.
- 1 Enter your order number and email address in the returns portal. The number starts with AS.
- 2 Select the item, give a reason and upload a photo.
- 3 Choose exchange, then the new size, model or colour.
If your order is already on its way, accept the parcel and register the exchange in the portal afterwards.
Change delivery address
You can do this yourself as long as the parcel hasn't left yet.
Here's how: open the order confirmation in your inbox and scroll all the way down. There you'll find the button "Change delivery address".
Parcel already on its way? Then it can no longer be redirected. If the address is deliverable, accept it there. If not, the parcel automatically comes back to us. As soon as tracking shows that, write to us with your order number and the correct address. We'll send it out again right away.
Frequently asked questions
I don't have a shipping confirmation yet, so why can't I cancel?
The shipping confirmation is only sent when the parcel leaves our warehouse. Internally, your order has usually been in processing for a while by then. Once it's in the shipping process, we can no longer stop it, even if the goods are still with us.
Where do I find my order number?
In the order confirmation you received by email. It starts with AS.
Where do I find the button to change the delivery address?
In your order confirmation, right at the bottom. As long as the parcel hasn't left, it says "Change delivery address".
Can I remove individual items from the order?
Yes, in the returns portal. If the cancellation option appears there, select only the item you want to remove. If the order has already shipped, register it as a return there once it arrives.
I ordered the wrong size.
You can change that yourself in the returns portal: select the item, give a reason and a photo, choose exchange and enter the right size. The exchange is free.
