Do you charge an order cancellation fee?Updated a month ago

Stuart & Lau does not charge a cancellation fee. 

If the amount returned to your account is slightly less than your original purchase total, the difference is accounted for by the payment processing fee that was applied when your original transaction was made.

Here's how it works: every time a card payment is processed, the payment network charges a small fee to handle that transaction. When an order is subsequently cancelled, that fee is not returned to the merchant — and as a result, we are not in a position to include it in your refund. The amount is typically between 2 and 3% of the original transaction total, though it can vary slightly depending on your card provider and any applicable foreign exchange rates.

This fee is not charged or retained by Stuart & Lau. It is a cost that sits entirely within the payment network — Visa, Mastercard, Amex, or whichever provider processed your original transaction. We have no ability to recover or redirect it, and we want to be fully transparent about that.

Do you charge a cancellation fee?

No — we do not charge a cancellation fee of any kind. The only deduction from your refund will be the payment processing fee described above, which is retained by your card provider rather than by us.

Will I always be informed before a cancellation is processed?

Yes — always. Before processing any change-of-mind cancellation, our team will confirm with you that you are aware the payment processing fee will not be included in your refund and ask you to confirm you'd like to proceed. We will never process a cancellation without that explicit confirmation from you first.

Have additional questions? 

Please email us at [email protected]

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