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FAQ: Order cancellation (by the customer)

FAQ: Order cancellation (by the customer)

There may be a situation where you want to cancel your order for some reason. Until now, you could do so by phone, for example, through our customer call center. The customer can now cancel the order himself.

Who can cancel an online order?

The online order can be made separately by:

  • registered customer directly in his account
  • unregistered customer via the link found in the order confirmation email


Registered customer

How can I cancel an issued and confirmed online order?

Only registered customers can cancel an order after logging in to their profile. If you log in, you have an "Order History" box in the left menu in your account. After clicking on it, you will see all your completed orders.

Order cancellation

Click on the order number you want to cancel. The entire order will be unzipped with the data you entered for it (payment method, shipping, delivery address...) If you want to cancel the order, you can do so by clicking on the red "Cancel myorder" button

Order cancellation

The status of the order will subsequently change to: Order canceled by the customer. You will automatically receive a confirmation of order cancellation to your email.

Note: You can cancel the order only if it has not yet been dispatched to the courier. It therefore has the status Processing, Payment received, or Waiting for payment or other... At the same time, you have not yet received an email about the delivery of the order by the courier company. The "Cancel my order"  button will no longer appear.

Unregistered customer - as a guest

How can I cancel an issued and confirmed online order?

After confirming the order on the e-shop page, the unregistered customer will receive an order confirmation with the order number in his email. If you wish to cancel the order, at the end of the email there is a link "Guest tracking", which you need to click on.

Order cancellation

A new window will appear where you need to enter the order number and the email address you entered when ordering. Then confirm with the "Send" button.

Order cancellation

A new window will open where you can see the status of your order. You can cancel it by clicking the "Cancel my order" button.

Order cancellation


The status of the order will subsequently change to: Order canceled by the customer. You will automatically receive a confirmation of order cancellation to your email.

Note: You can cancel the order only if it has not yet been dispatched to the courier. It therefore has the status Processing, Payment received, or Waiting for payment or other... At the same time, you have not yet received an email about the delivery of the order by the courier company. The "Cancel my order"  button will no longer appear.

FAQ EXIsport
FAQ EXIsport


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