You can cancel a Shop order only before it ships. A damaged or wrong item reported with photos within 7 days of delivery is replaced or refunded. No change-of-mind returns.
You can cancel a Shop order only before it ships. If the item arrives damaged or is not what you ordered, report it with photos within 7 days of delivery and we replace or refund it. We do not accept returns for a change of mind.
01Before the parcel ships
If the order page shows Processing, the parcel has not left yet. Contact support at once with the order number and ask to cancel. An order can be cancelled only while it has not been shipped.
02After it ships
Once the parcel has been shipped, the order cannot be cancelled.
03If the item arrives damaged or is the wrong item
- 1Keep the item, all packaging and the shipping label.
- 2Take clear photos of the outer box, the label, the item and the problem.
- 3Contact support within 7 days of delivery and send the photos.
- 4Do not send anything back until support gives you instructions.
We then offer a replacement or a refund.
04Change of mind
We do not accept returns for a change of mind, or because the wrong option was chosen when ordering, such as size, colour or plug type. Check the product page before you pay, and ask support first if you are unsure.
05If the parcel was returned to sender
The order page shows Returned when the carrier could not deliver and sent the parcel back. Contact support and we sort it out with you.
06How a refund is paid
An approved refund goes back to your original payment method. If you have a KryptoMate account you can have it credited to your Mate Wallet instead, which is the instant option. Refunds are usually completed within 0–24 hours once approved. See How will I get my refund and how long does it take?.
07When to contact support
Contact us through the support widget on the site, or email [email protected]. Include:
- your order number (format KM/ORDER-XXXXXXXX)
- the email used for the order
- photos of the item, the packaging and the shipping label
- the tracking number
- what is wrong and what you would like: replacement, refund or cancellation
Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.