Order Cancellation Policy
Last updated: August 9, 2026
This Order Cancellation Policy explains when an order placed with Robaoa may be cancelled or modified, what happens after an order has been dispatched, and how refunds for cancelled orders are handled.
This policy should be read together with our Shipping Policy and Returns & Refund Policy.
1. Cancelling an Order Before Shipment
Customers may request to cancel an order before the order has been dispatched.
To request a cancellation, please contact Robaoa Customer Support as soon as possible:
Email: help@robaoa.com
Phone: +44 7441 484799
Please provide your order number and the email address used to place the order so that we can identify your purchase.
2. Cancellation Requests Are Time-Sensitive
Robaoa normally processes orders within 1–3 business days.
Because an order may enter processing shortly after it is placed, we recommend contacting us as soon as possible if you wish to cancel it.
A cancellation request is not considered complete until Robaoa confirms that the order has been successfully cancelled.
3. Orders Already Dispatched
Once an order has been dispatched, Robaoa normally cannot intercept or cancel the shipment while it is in transit.
If your order has already been shipped, you should receive the shipment and then follow the applicable return procedure under our Returns & Refund Policy.
This operational restriction on intercepting a shipment does not remove any mandatory cancellation or return rights that may apply under applicable consumer protection law.
4. How to Check Whether an Order Has Shipped
After an order is dispatched, Robaoa sends a Shipping Confirmation email containing tracking information.
If you have received a Shipping Confirmation email or your order has an active tracking number showing that it has entered the carrier network, the shipment will generally be treated as dispatched.
If you are unsure whether your order has shipped, contact: help@robaoa.com.
5. Modifying an Order Before Shipment
Before an order has been dispatched, customers may contact Robaoa to request certain changes.
Depending on the status of the order, we may be able to assist with:
- Changing the shipping address;
- Correcting incomplete delivery information;
- Changing an eligible size;
- Changing an eligible color;
- Removing an item from the order; or
- Cancelling the entire order.
Requested changes are subject to order status and product availability.
Robaoa cannot guarantee that a change can be completed once fulfilment or shipping preparation has progressed.
6. Shipping Address Changes
Customers may request a shipping address change before the order has been dispatched.
Contact us immediately at: help@robaoa.com
Please include:
- Your order number;
- Your full name;
- The original shipping address; and
- The complete corrected shipping address.
Once an order has been dispatched, Robaoa generally cannot guarantee that the carrier will be able to redirect or intercept the shipment.
7. Product Changes
If you selected the wrong size, color, or product, contact us before the order is dispatched.
If the requested replacement product or variant is available and the order has not progressed too far through fulfilment, we may be able to update the order.
If the requested modification cannot be completed, we may recommend cancelling the eligible order before shipment and placing a new order.
8. Partial Order Cancellation
If your order contains multiple items, you may contact us before shipment to request cancellation of one or more items without cancelling the entire order.
Partial cancellation is subject to the fulfilment status of the affected items.
If an item has already been dispatched, it cannot normally be removed from the shipment.
9. Refunds for Orders Cancelled Before Shipment
If Robaoa confirms that an eligible order has been successfully cancelled before shipment, the amount paid for the cancelled item or order will be refunded to the original payment method.
Robaoa does not normally issue a cancellation refund to a different card, bank account, or payment method.
Once Robaoa submits the refund, your bank, card issuer, Klarna, or other payment provider may require additional time to post the funds to your account.
10. Shipping Charges on a Pre-Shipment Cancellation
If an entire order is successfully cancelled before it has been dispatched, any standard shipping charge paid for that cancelled shipment will also be included in the cancellation refund.
If only part of an order is cancelled, the final shipping charge will depend on whether the remaining order still qualifies for the applicable shipping rate or free shipping threshold.
11. Free Shipping Threshold After a Partial Cancellation
Robaoa currently provides free standard shipping on qualifying orders of $59 USD or more.
If part of an order is cancelled before shipment and the remaining order value falls below the free shipping threshold, the applicable standard shipping charge may apply to the remaining order where permitted and clearly communicated before the change is finalized.
12. Orders Paid With Klarna
If an order paid through Klarna is successfully cancelled, Robaoa will submit the applicable refund or cancellation through the original payment method.
Klarna may separately update your payment schedule, cancel future payments, or process a refund according to its own payment processing procedures.
Until Klarna confirms that your payment plan has been updated, please follow the instructions shown in your Klarna account.
13. Orders Paid With Other Payment Methods
For orders paid by credit card, debit card, digital wallet, or another supported Shopify payment method, approved cancellation refunds will be returned through the original payment method.
Processing times after a refund has been submitted may vary depending on the customer's bank or payment provider.
14. Out-of-Stock Items
Although Robaoa maintains inventory for products offered for sale, an item may occasionally become unavailable after an order is placed.
If we are unable to fulfil an ordered item, we will contact the customer.
The customer may be offered the option to:
- Wait for the item to become available, where appropriate; or
- Cancel the unavailable item and receive a refund.
Robaoa will not require a customer to accept a substitute product that they did not order.
15. Cancellation by Robaoa
In limited circumstances, Robaoa may need to cancel all or part of an order if we are unable to fulfil it.
Examples may include:
- An ordered item becoming unavailable;
- A payment being cancelled or not successfully completed;
- Shipping to the provided address being unavailable; or
- A material order information problem that prevents fulfilment.
If Robaoa cancels an order for one of these reasons after payment has been received, the applicable amount will be refunded to the original payment method.
Robaoa will not charge a cancellation fee when Robaoa cancels an order because it cannot be fulfilled.
16. No Pre-Orders
Robaoa does not currently offer pre-orders.
Products available for purchase are intended to be fulfilled according to the processing and shipping information published on our website, unless a different timeframe is clearly disclosed before purchase.
17. Cancellation After Delivery
Once an order has been delivered, requests relating to unwanted products, exchanges, or refunds should generally be handled under our Returns & Refund Policy.
Robaoa offers an eligible 30-day return period from the date of delivery, subject to the conditions, exclusions, hygiene requirements, and other terms stated in our Returns & Refund Policy.
18. UK Consumer Cancellation Rights
Nothing in this Order Cancellation Policy is intended to restrict mandatory cancellation rights available to consumers under applicable UK consumer protection law.
Where applicable UK distance-selling rules apply, an eligible consumer may generally notify Robaoa of their decision to cancel an eligible online purchase within 14 days after receiving the goods.
This statutory right is separate from Robaoa's ability to physically stop a parcel before or during shipment.
Therefore, even where an order can no longer be intercepted because it has already been dispatched, applicable statutory cancellation rights may still be exercised according to the requirements of applicable law.
Where a valid statutory cancellation applies, the customer should contact Robaoa and follow the return instructions provided.
19. Returns Following a Statutory Cancellation
Where applicable law gives a customer a statutory right to cancel after receiving goods, the customer must return the eligible goods according to the applicable legal requirements and the return instructions provided by Robaoa.
The treatment of return costs, original standard delivery costs, product condition, refund timing, and applicable exclusions will follow applicable consumer law and our Returns & Refund Policy.
20. Hygiene-Sensitive Products
Certain products, including some swimwear and other hygiene-sensitive items, may be subject to special return requirements once hygiene seals, hygiene liners, or protective seals have been removed or compromised.
Cancelling an order before shipment is not affected by these hygiene restrictions because the product has not yet been delivered to the customer.
After delivery, please refer to our Returns & Refund Policy for the applicable swimwear and hygiene requirements.
21. Final Sale Items
Products clearly identified as Final Sale may be excluded from Robaoa's voluntary change-of-mind return or exchange policy after delivery.
However, marking an item Final Sale does not remove mandatory consumer rights that cannot legally be excluded, including applicable rights relating to faulty, damaged, incorrectly supplied, or otherwise non-conforming goods.
A Final Sale order may still be cancelled before shipment if Robaoa is able to successfully process the cancellation request before dispatch.
22. Refusing Delivery Is Not a Recommended Cancellation Method
If an order has already been shipped, customers should not rely on refusing delivery as a substitute for contacting Robaoa and following the applicable return procedure.
Refused packages may take additional time to return through the carrier network and may delay identification and refund processing.
Please contact Robaoa Customer Support for instructions.
23. Packages Returned to Sender
If a package is returned to Robaoa because of an incorrect address, failed delivery attempts, failure to collect the shipment, or another delivery problem, this is not automatically treated as a completed cancellation.
Please contact: help@robaoa.com so that we can review the order and advise you of the available resolution.
24. Damaged, Defective, or Incorrect Items
Cancellation is not required when an item has already been delivered and is damaged, defective, or incorrectly supplied.
Instead, contact Robaoa Customer Support and provide:
- Your order number;
- A description of the issue;
- Clear photographs of the affected product; and
- Photographs of the packaging where relevant.
Eligible damaged, defective, or incorrectly supplied items will be handled according to our Returns & Refund Policy and applicable consumer rights.
25. How to Submit a Cancellation Request
The fastest way to request cancellation or modification of an order is by email.
Email: help@robaoa.com
Please include:
- Your full name;
- Your order number;
- The email address used for the order;
- Whether you wish to cancel or modify the order; and
- The specific change requested, if applicable.
Providing complete information helps our customer service team locate the order more efficiently.
26. Customer Support Hours
Robaoa Customer Support is available:
Monday–Friday
9:00 AM–5:00 PM London time
Typical email response time is 24–48 hours.
Because cancellation requests are time-sensitive, the time at which your request is received may be taken into account even if our customer service team responds later.
27. Contact Information
For order cancellation or modification assistance, contact:
Robaoa Customer Support
Email: help@robaoa.com
Phone: +44 7441 484799
Customer Service Hours:
Monday–Friday
9:00 AM–5:00 PM London time
Typical Response Time:
24–48 hours
Online chat support is also available through our website when the service is available.
28. Company Information
Brand: Robaoa
Legal Company: OZAOA LTD
Company Number: 16623048
Registered Office:
FLAT 2 HAYESEND HOUSE
BLACKSHAW ROAD
LONDON
ENGLAND
SW17 0DH
United Kingdom
Customer Support Email: help@robaoa.com
Customer Support Phone: +44 7441 484799
29. Your Consumer Rights
Nothing in this policy is intended to exclude, limit, or replace any mandatory consumer rights available under applicable law.
Where applicable consumer law provides rights that are more favourable than the voluntary terms described in this policy, those mandatory consumer rights will apply.
30. Changes to This Policy
Robaoa may update this Order Cancellation Policy from time to time to reflect changes to our order processing procedures, fulfilment practices, payment methods, legal requirements, or business operations.
When this policy is updated, the revised version will be published on this page and the "Last updated" date will be changed.
Customers are encouraged to review the applicable policies before placing an order.