Once you place an order with VanMoof, it enters our delivery process immediately. Due to our streamlined fulfilment system, we cannot cancel or adjust orders after they have been placed.
But please don't worry! This article will cover what you can do when you change your mind.
What if I changed my mind and don't want my order?
If you changed your mind, the only option is to return your order or refuse delivery when it arrives at your door. If the order is still in transit and you have not accepted it yet, then follow these steps:
- When the delivery arrives, inform the courier that you are refusing the delivery
- The package will be returned to our fulfilment partner
- Once received by our fulfilment partner, we will process your refund automatically
- You will receive your refund within 14 days of the refused delivery
How do I start a return?
If you have accepted the order, then you can learn about how to start a return here.
I haven't received my refund. What do I do?
If it has been more than 14 days since your refused or returned item arrived with us, and you haven't received your refund, please get in touch with our customer support team for assistance.
Need Additional Help?
Our customer support team is here to help you with any questions about your order or refund status. You can visit our help center to submit a support request. You'll be able to get familiar with our returns and refund policy here.