How to cancel an order
How to cancel an order?
Did you order something from our e-shop, but then found out you need to cancel the order for whatever reason? Whether you are a registered user or not, you can cancel the order quickly and easily.
How to cancel - registered user
The My Alza account on our website has one huge advantage - it stores a list of all your orders, which makes a cancellation or any alteration very fast.
1. Signing in
Sign in into your My Alza account
using your email address and password.
2. Cancellation in My Alza
Find the order,
click Details and press the Cancel order button.
3. Done
Now the order is cancelled and listed as processed in your My Alza account.
If you have already paid for your order and need a refund, please consult the FAQ below.
How to cancel - unregistered user
If the order was processed by an unregistered user, we will need your order registration number to cancel it. You can always find this registration number - along with a direct order cancellation link - in your email.
The order is now cancelled, which you can check on the Alza.cz website by entering the order registration number. If you have already paid for your order and need a refund, please consult the FAQ below.
Frequently Asked Questions
I have paid for my order in advance. When will I get my money back?
If you cancel an order that has already been paid by bank transfer or online with a credit card, your payment will be refunded automatically. We strive to refund your payments as soon as possible, usually within 5 business days. At the latest, you will be refunded within 14 days of cancelling your order and withdrawing from the contract. If you paid with a credit card, we will refund the payment on the date of the transaction.
Can I cancel an order if I have used a discount code to pay for it?
If you cancel an order where you have redeemed a discount code, the code will expire upon the order cancellation. In other words, the code will not be available for re-use in your next purchase.
Can I make any additional changes to my order?
The order can only be edited until we process it. Usually, processing is completed within 30 minutes of placing the order. You can always order additional items, extend the order, and change the payment method or delivery address in your My Alza account or via email by clicking on the Edit Order link. In the order details, you will find all the changes that you can still make at the time. If the order can no longer be edited, we recommend cancelling the order and creating a new one.
Returning your purchase within 14 days without giving a reason
You may not be able to cancel your order in time, but this is nothing to worry about. Any order can be returned within 14 days of purchase and you do not have to provide a reason. The goods must be undamaged and in their original packaging. You can learn more about returning your purchase in the section How to withdraw from the contract.
What should I do if I can’t cancel my order?
Do you still have problems cancelling the order even after reading the FAQ? Please contact our helpline + 420 225 340 111, which is available to customers 24 hours a day, or use our contact form.
