Editing or cancelling a booking

How much flexibility you have depends mainly on how far your shipment has progressed.

How to request a change

Changes and cancellations are handled by our team rather than edited online. Contact your specialist, open a ticket under Support in the Client Portal, or use Contact — always quote your booking or tracking reference.

Before cargo is collected

Most details — pickup address, pickup window, delivery address and even service level — can typically still be changed. If you booked a collection through the portal, you can also cancel that pickup yourself from the Pickups page.

After cargo is collected or in transit

Changes become more limited once cargo has physically moved. Rerouting an in-transit shipment is possible in many cases but may involve additional cost and time. Contact us as early as possible.

Cancelling a booking

• Before collection: cancellation is generally straightforward; costs already incurred (for example documentation already filed) may apply.
• After collection or export customs filing: cancellation is more complex and typically involves return or redelivery logistics and associated costs.