After placing an order, you have up to 30 minutes to cancel. There are three ways to cancel your order with us:

1. On the order confirmation page
2. Cancelling your order through your account area
3. By using your order confirmation email

You can cancel your order online with just a few clicks. It’s simple and saves you picking up the phone. Below you’ll find an easy to follow, step-by-step guide for each cancellation method.

On the order confirmation page

Please note: to cancel on the order confirmation page, you’ll need to do so within 30 minutes of placing the order.

After successfully placing an order, you’ll be automatically redirected to an order confirmation page that looks something like this: 

On this page, you’ll need to scroll all the way down to the bottom. There, you should see a box that says ‘Something wrong with your order?’. Click the button that says ‘Cancel Order’.

After clicking ‘Cancel Order’ you’ll see a pop-up to double-check that you definitely wish to cancel. In this pop-up, click the ‘Cancel Order’ button.

You will then be asked if you want to save your items for later. Saving the items for later will cancel the current order, issue a full refund to your bank account and place the same items back into your basket. This means you can easily make any changes you need before reordering.

However, if you don’t wish to save your items for later, select ‘No’. Your order will still be cancelled, with a full refund issued to your bank account, but your basket will remain empty, allowing you to start afresh.

Cancelling your order through your account area

Please note: to cancel through your account area, you’ll need to do so within 30 minutes of placing the order. After this time, you’ll be unable to cancel.

If you placed your order whilst signed in to your Age UK Trading Incontinence account, you’ll be able to cancel it through your account area. To access your account, you’ll need to click the 'Account' icon in the top right corner of the site.

After pressing the 'Account' button, you’ll be redirected to your account area, which displays your most recent order front and centre. From here, you can select the 'Cancel Order' button to cancel your most recent order.

After clicking ‘Cancel Order’ you’ll see a pop-up to double-check that you definitely wish to cancel. In this pop-up screen, click the ‘Cancel Order’ button.

You will then be asked if you want to save your items for later. Saving the items for later will cancel the current order, issue a full refund to your bank account and place the same items back into your basket. This means you can easily make any changes you need before reordering.

However, if you don’t wish to save your items for later, select ‘No’. Your order will still be cancelled, with a full refund issued to your bank account, but your basket will remain empty, allowing you to start afresh.

By using your order confirmation email

Please note: to cancel using this email, you’ll need to do so within 30 minutes of placing the order. After this time, the button will no longer work.

When an order has been successfully placed through Age UK Trading Incontinence, a confirmation email is sent to the email address you provided during the checkout process. Within this confirmation email is a button you can press to cancel your order. Firstly, you’ll need to locate the email in your inbox, it’ll look something like this:

Your order confirmation email will contain a full summary of your order, including what you’ve purchased, the order total, delivery information as well as the option to cancel.

You’ll need to scroll through the email, roughly two-thirds of the way down. Underneath the billing and delivery addresses sits a button that says ‘Cancel Order’. Click this button and you’ll be taken to the Age UK Trading Incontinence website to complete the cancellation process.

Contact our customer service team

If you’re unable to cancel your order using the above methods, our friendly customer service team in Telford will be able to help you.

You can call us on:
0800 046 1501

Opening times:
Monday - Friday: 9am - 5pm
Saturday & Sunday: Closed
Bank Holidays: Closed