A digital key has no shipping stage, so once it's delivered there's no parcel to stop or send back.

I ordered by mistake. What can I do?

Don't redeem the key. Open the [contact form with Refund request chosen](/contact?category=refund), say what happened, and add your order number and a screenshot, such as your order page. Support reviews each request.

I ordered the same thing twice. What now?

Keep the key you want and don't redeem the other one. Send a **Refund request** for the one you haven't redeemed, with both order numbers.

My payment is still confirming. Can I stop it?

Contact us straight away with your order number. We can't promise to stop an order once it's paid.

Something is wrong with what I received. Should I cancel?

No. That's what buyer protection covers. See [How do I file a buyer protection claim?](/help/buyer-protection/how-do-i-file-a-claim)

Can I cancel an eSIM?

The same applies. Don't install it, and send a **Refund request** with your order number within 90 days of purchase. An eSIM that's never used expires 90 days after you buy it, and can't be refunded after that.

Can I cancel my order after paying?

No, an order can't be canceled once it's delivered: a digital key can't be taken back. If it doesn't work, buyer protection puts it right. If you ordered by mistake, don't redeem it and send a **Refund request**: support reviews it, and a refund isn't guaranteed.

Frequently asked questions

How long does game key delivery take?
What is Andalu's buyer protection policy?
How do I file a buyer protection claim?

Still stuck?

Contact us with your order number and the exact message you see, word for word, including any error code. We reply by email, usually within a day.

Contact support