Cancellations must be in writing, and what you get back depends on how far the order has already progressed.
Cargosender's Terms and Conditions are explicit on this point: an order can only be cancelled in writing, and any information affecting the contract — cancellations, modifications to a placed order, or a claim — must go through a written channel and reference your order number. A phone call or a chat message alone doesn't count as a valid cancellation; it needs to be confirmed in writing, sent to the email address on your account.
This exists for a practical reason as much as a legal one: cancelling a booking also means Cargosender needs to try to stop Eurosender's network from proceeding with the shipment, and that action needs a clear, timestamped, unambiguous instruction to act on — not a verbal request that's hard to verify after the fact.
Include your booking reference number and the reason for cancellation. This is the only channel Cargosender's own policy recognises for a valid cancellation.
Cargosender will use reasonable efforts to cancel the order with Eurosender. Whether this succeeds — and what's refundable — depends on how far the order has progressed (see the table below).
If you've cancelled but the parcel is still collected and handed over, you're responsible for all costs incurred — the cancellation only protects you if the goods haven't been given to the logistics provider.
Approved refunds are processed within 14 calendar days of the cancellation being confirmed, back to the original Revolut payment method. Bank processing on top of that can add further time.
| When you cancel | What happens |
|---|---|
| Within 2 hours of booking, before collection | Cargosender uses reasonable efforts to cancel with Eurosender and refunds the price, less the non-refundable Cargosender service fee. |
| More than 2 hours after booking, before collection | May incur a carrier cancellation fee. Refund is the price less the Cargosender service fee and any carrier cancellation charge — the exact amount depends on the specific carrier's own policy. |
| After the courier has collected the goods | Cancellation is generally not possible and no refund is issued. Contact support if you need to attempt a recall after collection — any costs from that are your responsibility. |
The same written-channel rule applies to modifying a placed order, not just cancelling it — email support with your order number and exactly what needs to change. Some changes (like a minor address correction) may be straightforward; others may functionally require cancelling and rebooking, particularly once a courier has already been assigned to the shipment. There isn't a self-service 'edit order' option in the booking flow itself, so any change goes through support.
Not on its own — Cargosender's Terms and Conditions require cancellations to be in writing, referencing your order number, sent to the email address on your account. A verbal request needs to be confirmed in writing to count.
Only if you cancel within 2 hours of booking and before the courier has collected the goods — and even then, the Cargosender service fee isn't refundable. Cancelling later, or after collection, reduces or eliminates the refundable amount.
You're responsible for all costs incurred. The cancellation only protects you if the shipment hasn't yet been handed over to the logistics provider — contact support immediately if this happens, since recall isn't guaranteed and any resulting cost is yours.
Email support@cargosender.com with your order number and the correct address as soon as possible. Whether it can be updated depends on how far the shipment has progressed — once a courier has been assigned and dispatch is underway, an address change may not be possible without cancelling and rebooking.
Within 14 calendar days of the cancellation being confirmed, sent to the original Revolut payment method used for the booking. Your bank may take additional time to show the funds.
Email support@cargosender.com with your order number — that's the fastest way to get it handled.
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