Last updated: August 2026

This Order Cancellation Policy explains how and when you can cancel an order placed with Johnson London, operated by N.V.L. Online. It sits alongside your statutory right of withdrawal, which is explained in our Refund Policy.

Cancelling Before Your Order Ships

If you change your mind after placing an order, you can request a cancellation as long as the order has not yet been dispatched. Because we aim to process orders quickly, please contact us as soon as possible.

Our order cut-off time is Monday to Friday at 2:00 PM (UK time), and our handling time is 1–2 working days. To have the best chance of stopping an order before dispatch, send your cancellation request before the cut-off time on the day you order, or as early as possible afterwards.

If we are able to cancel the order before it ships, we will cancel it in full and issue a complete refund to your original payment method. Refunds are processed within 7 working days of confirming the cancellation, in GBP.

Cancelling After Your Order Has Shipped

Once an order has been dispatched, it can no longer be cancelled directly. If you no longer want the item, you can return it once it arrives under our standard return process. Please see our Refund Policy for full details on return conditions, timeframes, and who pays for return shipping.

Your Statutory Right of Withdrawal (United Kingdom)

Separately from the cancellation process above, you have a statutory right to cancel your order within 14 days of receiving the goods, without giving a reason, under the Consumer Contracts (Information, Cancellation and Charges) Regulations 2013. To exercise this right, please contact our customer service team. Full details of how withdrawal, returns, and refunds work are set out in our Refund Policy.

How to Request a Cancellation

To cancel an order, email us at info@johnson-london.com and include your order number and the reason for cancellation. We aim to respond within 1 business day. If your order has already shipped by the time we receive your request, we will let you know and explain the return options available to you.

Refunds for Cancelled Orders

Where an order is cancelled successfully before dispatch, you will receive a full refund to your original payment method within 7 working days, in GBP. Depending on your bank or card provider, it may take a few additional days for the funds to appear in your account.

Contact Us

If you have any questions about cancelling an order, please contact us: