Orders are automatically cancelled for various reasons. We always notify both the person who placed the order and the recipient if an order has been cancelled. When an order is cancelled, it is completely removed from the system and cannot be reactivated. If necessary, you can place a new order as customer service cannot reactivate cancelled orders.
If you split an order and some products are delivered immediately and others later, delivery charges are applied separately for both orders. If one of the split orders is unpaid in full or in part, it will be automatically cancelled due to non-payment.
Frequently Asked Questions
Why did I receive a message about my order being cancelled?
-
The order was cancelled by the customer themselves
The order was cancelled via the customer account or cancellation was requested from customer service. Messages regarding the order are also sent to the delivery address, which may cause questions about the cancellation. If you did not place the order yourself, please contact the person who did.
Orders may also be cancelled automatically, without the customer’s request, for the following reasons:
-
The order was not collected from the store
Pickup orders can be collected from the store and the Vantaa pickup warehouse for seven days after the pickup notification has been received. If the order is not collected on time, the order will be automatically cancelled. -
Payment for the order failed
If the order is not paid for when confirming the order or the payment fails, we send a reminder email about the unpaid order and inform you of the date on which the order will be automatically cancelled. Unpaid orders are also saved to your customer account and an order confirmation is sent for them-
You have unintentionally placed multiple orders and the unpaid order has been cancelled. It is possible that you have unknowingly placed multiple orders for the same product but have only paid for one. We send order confirmations for all orders even if you have only paid for one, and we automatically cancel unpaid orders. This often happens by accident and the customer may not have noticed that there is already a previous order for the same products because its payment was left incomplete.
By logging into your customer account, you can see all your active orders ➡️ - The credit application for the order was rejected meaning the order does not have a valid credit decision. We also confirm orders where the credit application has been rejected by the credit provider. The order is automatically cancelled if the payment method is not changed and the order remains unpaid.
- No authorisation hold was made on the payment card meaning the card payment did not succeed at the time of placing the order. We also confirm orders where the authorisation hold has failed. The order is automatically cancelled if the payment method is not changed and the order remains unpaid.
-
You have unintentionally placed multiple orders and the unpaid order has been cancelled. It is possible that you have unknowingly placed multiple orders for the same product but have only paid for one. We send order confirmations for all orders even if you have only paid for one, and we automatically cancel unpaid orders. This often happens by accident and the customer may not have noticed that there is already a previous order for the same products because its payment was left incomplete.
What happens if the order is not collected from the store by the cancellation date?
Pickup orders can be collected from the store and the Vantaa pickup warehouse until the last pickup day. If the order is not collected within this time, it will be automatically cancelled on the specified date.
Orders are stored at the store’s pickup counter and Vantaa warehouse for 7 days before cancellation.
Orders placed to a pickup locker are stored in the locker for 2 days before cancellation.
The payment has been taken from my bank account, but my order was still cancelled, what now?
Check your customer account to see if there is another order besides the cancelled one that you have paid for. It is possible that you accidentally placed two orders and we have automatically cancelled the unpaid one.
I paid with a payment card and my order was cancelled, what now?
When you pay with a payment card, the reserved funds expire after 50 days. After this, you will receive a reminder to renew the payment authorisation. If you do not renew the authorisation and the product is reserved for the order, your order will be automatically cancelled.
When an order is split, does the authorisation hold transfer to the new order?
If the order was paid by card, separate authorisation holds must be made for both orders. The authorisation hold does not transfer to the new order but must be renewed in full.