Sometimes plans change, and you may need to cancel an order.
This guide explains when an order can be cancelled, how to request a cancellation, and what to expect next.

Important Things to Know Before Cancelling #

• Orders cannot always be cancelled instantly
• Cancellation depends on the order status
• Once an order is delivered or completed, cancellation is no longer possible

📌 Always act quickly if you need to cancel.

Step 1: Check Your Order Status #

First, confirm whether your order is still eligible for cancellation.

1. Log in to your Kingston Express account
2. Go to My Account → Orders
3. Click View on the order

Step 2: Orders That Can Usually Be Cancelled #

You may be able to cancel your order if it is:

• Pending Payment – Payment not completed
• Processing – Seller has not shipped or delivered yet
• On Hold – Waiting for confirmation

⏳ The earlier you request cancellation, the better the chance.

Step 3: Contact the Seller to Request Cancellation #

Kingston Express is a multivendor marketplace, so sellers handle most cancellations.

How to contact the seller: #

1. Open your order
2. Scroll to the Seller / Store information
3. Click Contact Seller
4. Send a clear message requesting cancellation
5. Include your order number

📝 Example message:

“Hello, I’d like to cancel my order #12345 as soon as possible. Thank you.”

Step 4: Wait for Seller Confirmation #

After sending your request:

• The seller will confirm if cancellation is possible
• You may receive an email update
• Your order status may change to Cancelled or Refunded

📧 Always check your email for updates.

Orders That Cannot Be Cancelled #

An order usually cannot be cancelled if it is:

• Already delivered
• Marked Completed
• In transit with a courier

🚚 In these cases, you may need to request a return or refund instead.

What Happens to Your Payment? #

• If payment was not completed → no charge is made
• If payment was completed → a refund may be issued
• Refund timing depends on your payment method

💳 Banks and payment providers may take a few days to process refunds.

When to Contact Kingston Express Support #

Contact support if:

• The seller is not responding
• You are unsure about the cancellation process
• There is a dispute about cancellation or refund

📌 Always include your order number when contacting support.

Helpful Tips #

• Cancel as early as possible
• Be polite and clear when messaging sellers
• Keep your order confirmation email