Order Cancellation
We process orders really quickly and once they enter the order system they cannot be cancelled
However, if you realise immediately that you want to cancel, and you call the customer support team right away (0800 0590 950), we may be able to stop your order. But that’s not guaranteed.
Orders being processed will dispatch for delivery. In that case, after you receive the order, either by delivery or at a pick-up shop, you can return it for a refund under the Returns & Refunds policy (strictly within 30 days).
Order Amendment
Once placed, the contents of an order cannot be amended. If your order hasn’t begun processing, you may be able to cancel it and place a new order for the correct items.
If your order is already being processed, you can place a separate order for the items that you need. Then when you receive the incorrect order, follow the above advice for returning it.
Changing Delivery Address or Date
If you have used an incorrect delivery address, or your circumstances change and you want to use a different address, then providing your order has been despatched using DPD, you can amend the address and delivery date in the app – up to the next five working days.
This only applies to orders eligible for next day delivery. Find out more at Delivery & Dispatch.
Note – if you chose to receive your order via a pick-up shop, you cannot change the address or delivery date.
We Get It
We understand that sometimes things are ordered in error or items get missed off when an order is placed. And we know it’s frustrating if you are then unable to cancel or amend an order.
However, to enable the order fulfilment process to run effectively we have to stick by it, to ensure an efficient and speedy service for every order.
To contact customer support:
Email – websales@hiatt-hardware.com
Tel – 0800 0590 950 (Monday to Friday)