Cancel or change an order

Send a specific request

Include the order number and say exactly what you want changed. For example, specify the item and quantity if you need a quantity correction, or clearly state that you want the entire order cancelled.

Wait for confirmation

A cancellation request is not the same as a completed cancellation. Branch will confirm whether the order can still be changed before dispatch.

If fulfillment has progressed too far, support can explain the next available option, including whether the return policy applies after delivery.

Make the requested change unambiguous

1. 1Say whether you want the whole order cancelled or only a particular item changed.
2. 2For an item change, include the product name, the option originally ordered, and the option or quantity you want instead.
3. 3Mention any shipping-address correction separately so it is not missed.
4. 4Keep the reply confirming the outcome with your order records.

What happens after the request

An email asking for a cancellation does not automatically stop fulfillment. If you have not received an outcome, follow up on the same request with the order reference rather than assuming the order has been cancelled.

If a change affects the price, ask support to explain the revised arrangement before authorizing anything further. The store terms say Branch will not charge a higher amount without your consent when correcting a material listing or price error. If the order has already been dispatched, ask which return options apply after it arrives.