Order Cancellation & Change Policy

At Theguylook, we understand that sometimes plans change. Whether you've accidentally ordered the wrong ceramic bowl set or realized you need an extra mug for your collection, we aim to make the adjustment process as straightforward as possible. This policy outlines how you can cancel or modify your order before it enters our fulfillment phase.

1. The 12-Hour Grace Period

Because we strive to deliver our Plates, Mugs, and Bowls as quickly as possible, our automated warehouse system begins processing orders shortly after they are placed. To provide flexibility, we offer a 12-hour window for any changes. During this time, your order remains in a "Pending" status, allowing our team to intervene manually.

• Cancellations: You may cancel your entire order for a full refund.
• Changes: You may update your shipping address, change the quantity of items, or swap a product (e.g., swapping a dinner plate for a soup bowl of equal value).

2. How to Request a Change or Cancellation

To ensure your request is handled before the order moves to shipping, please follow these exact steps:

1. Send an email to support@theguylook.shop immediately.
2. Use the Subject Line: "URGENT: Cancel Order #[Your Order Number]" or "URGENT: Change Order #[Your Order Number]".
3. In the body of the email, clearly state what needs to be changed. If you are updating an address, please provide the complete new address to avoid delays.

Our support team monitors emails from Monday to Friday, 9:00 AM to 5:00 PM (GMT/BST). Requests sent within the 12-hour window will be honored based on the timestamp of your email.

3. Policy for Orders After 12 Hours

Once the 12-hour window has passed, the order is electronically transmitted to our logistics center in the UK. At this stage, the items are picked, packed, and labeled for shipping. Therefore, we cannot stop or modify an order once it has entered the processing or shipping phase.

If you still wish to return the items after they arrive, you must follow our standard Return & Refund Policy. Please note that you will need to wait for the package to be delivered before initiating a return.

4. Shipping Address Errors

If you provided an incorrect shipping address and the 12-hour window has expired, we recommend contacting the carrier (USPS, UPS, FedEx, or DHL) directly once you receive your tracking number from our Order Tracking page. Many carriers allow you to redirect a package for a small fee, which is the responsibility of the customer. Theguylook is not responsible for packages delivered to an incorrect address provided by the buyer.

5. Costs and Fees

We believe in fair service. Unlike many other retailers, Theguylook does not charge any administrative or restocking fees for cancellations or changes made within the eligible timeframe. Your refund will be 100% of the purchase price, including original shipping costs, returned to your Original Payment Method.

6. Items Already Shipped

If your order has already been picked up by our couriers, it is officially "In Transit." In this scenario, we cannot cancel the order. You may choose to refuse the package at the time of delivery, or accept it and ship it back to our UK facility located at 16 Hanbury Road, Norton Canes, Cannock, WS11 9TT, United Kingdom. Please see our Shipping & Delivery section for more details on transit times.

7. Quality Assurance

If your reason for wanting to change an order is due to a mistake in our product description or a concern about the fragility of our glass and ceramic items, please rest assured that we use premium protective materials. If you have further questions, please visit our FAQs or read our About Us page to learn more about our commitment to quality.

8. Legal Compliance

This policy is designed to be in full compliance with UK consumer protection laws and Google’s merchant standards. For additional legal information, please visit our Terms & Conditions, Privacy Policy, and Disclaimer pages.