Cancel or Change Order

Personalised items move quickly because everything is made to order — there's no warehouse pulling stock for us. The trade-off is a short window where you can make changes.

The change window

First hour after checkout: open to anything — text edits, design swaps, address corrections, cancellation.
1–4 hours after checkout: sometimes possible. Reach out fast; if production hasn't started we can still adjust.
After production starts: the design is locked. We can no longer alter text, swap variants, or cancel for a refund — though we can still help re-route shipping while the parcel is in transit.

How to request a change

Submit a ticket via the Help Center using Order as the category.
Include your order number and the exact change you need.
We'll reply within an hour during business hours (9am–6pm ET, Mon–Fri).

If you're requesting changes outside business hours we'll do our best to catch them before production starts, but we can't guarantee it. The faster you get the ticket in, the better.

Address changes after shipping

Once tracking shows the carrier has picked the parcel up, address changes go through them, not us. We'll send the carrier's reroute instructions in our reply — most can redirect for a small fee, but a few won't reroute internationally.

Cancellations after production

If we can't cancel the order we'll still try to make it right — usually by upgrading shipping at no extra cost, sending a small care package with the order, or offering store credit for your next purchase.