Cancel or Change an Order
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Second thoughts are normal with personalised orders. A nickname looks different once it is typed, a grandchild’s name needs an accent, the recipient turns out to wear a size larger, or the parcel should go to a different address. This page explains how to cancel a Stitchy Home order or change it, how long you have, what can still be changed once stitching has started, and how quickly cancelled orders are refunded.
Cancelling or changing at a glance
- Free cancellation or changes: within 24 hours of placing your order, as long as it has not been stitched or shipped.
- Before you approve the proof: design changes are simply part of the proof conversation.
- After 24 hours: we still try to help until the piece is in the hoop or the parcel leaves us.
- Already shipped: accept the parcel and use our 60-day returns, with return postage paid by us.
- Refund for a confirmed cancellation: the full amount, back on your payment method within 7 days.
1. The 24-hour window
You can cancel or change any order free of charge within 24 hours of placing it, provided it has not been stitched or shipped. The 24 hours run from the time on your order confirmation email. Within that window you do not need to give a reason, and nothing is deducted.
Embroidery is quick once a design is approved: a name on a cap can be stitched within the same morning. That is why the window is measured in hours, and why the earlier you write, the more likely we can make any change you want.
2. How the proof gives you a second check
For personalised designs, nothing is stitched until you approve the stitch proof we email you. Up to that moment, changing the text, the font, the thread colour, the placement or the portrait crop is not a “change request” at all; just reply to the proof email with what you want and we send a revised proof. Many customers use the proof to catch the things the 24-hour rule is meant for: a misspelt surname, a missing apostrophe, a date in the wrong order.
Once you approve the proof, the design is locked and stitching can begin. If you approve a proof and then notice a problem, write immediately; if the piece has not gone into the hoop, we can still update it.
3. How to ask for a cancellation or change
- Email support@stitchyhome.com or submit a ticket, with “Cancel” or “Change” and your order number in the subject line.
- Write exactly what you want: which piece, and the new size, colour, text, thread or address. For a new name, type it exactly as it should be stitched, with capital letters and accents.
- We confirm in writing within 1 business day. Your request is final when you receive our confirmation, so keep an eye on your inbox.
Please do not place a second order to replace the first without telling us; we may stitch both. If you are unsure whether a change is possible, ask anyway: the answer costs nothing, and we reply with the options that still exist for your order at that moment.
4. What can be changed, and until when
| Change | Before proof approval | After approval, before stitching | After stitching, before dispatch | After dispatch |
|---|---|---|---|---|
| Text, spelling, font, thread colour, placement | Yes, free | Yes, free within 24 hours; afterwards if not yet in the hoop | No: return or re-order | No: 60-day return |
| Garment size or colour | Yes, free | Yes, free within 24 hours; afterwards if not yet in the hoop | No: exchange after delivery | No: 60-day exchange |
| Add a piece to the order | Yes | Yes, as a linked order shipped together | Yes, shipped separately if needed | As a new order |
| Remove a piece | Yes, refunded | Yes within 24 hours, refunded | No: return after delivery | No: 60-day return |
| Shipping address | Yes, free | Yes, free | Yes, free | Carrier redirect request (not guaranteed) |
| Cancel the whole order | Yes, full refund | Yes within 24 hours, full refund | No: return after delivery | No: 60-day return |
If a change affects the price, for example moving from a cap to a hoodie or adding a second portrait, we tell you the difference first and only charge it after you agree. If the change lowers the price, the difference is refunded within 7 days.
5. After the 24 hours
When the 24-hour window has passed we still try. If the piece has not been stitched, we can usually update it, and we tell you plainly if we cannot. Once thread has gone into fabric, a stitched piece cannot be unpicked and reused, so changes become a return or a new order. That is still not a dead end: every piece can be returned within 60 days of delivery, with return postage paid by us, under our Returns & Exchanges Policy.
6. If your order has already shipped
A parcel that is with the carrier cannot be cancelled. Please accept it and start a return or exchange after it arrives; the 60-day window starts at delivery. Refusing the parcel at the door slows everything down, because it can take weeks for a refused parcel to come back to us, and only then can a refund be issued.
If only the address needs to change, tell us right away. We ask the carrier to redirect the parcel where their service allows; the carrier decides whether a redirect is possible. If it cannot be redirected and comes back to us, we reship it free once you confirm the right address.
7. Refunds for cancelled orders
When we confirm a cancellation, we refund everything you paid for the cancelled pieces to your original payment method, and it reaches you within 7 days of our confirmation. Shipping is free, so there is no shipping charge to deal with. You can choose store credit instead if you plan to re-order with different details. Full details are in our Refund Policy.
8. Cancellations by Stitchy Home
Occasionally we have to cancel an order or part of one: a garment colour or size has run out and no alternative suits you, a photo is too dark or blurred to become a portrait and no better photo is available, a payment cannot be verified, or the delivery address is outside the countries we ship to. We never cancel silently. We email you first, suggest an alternative where there is one, and if the order is cancelled we refund the full amount within 7 days.
We may also decline a design that would infringe someone else’s rights, for example a sports team logo, a cartoon character or a brand name, as explained in our Intellectual Property Policy. In that case we suggest an original alternative before cancelling anything.
9. Common situations
“I spelt the name wrong.”
If the proof has not been approved, reply to the proof email with the correct spelling. If you approved it within the last 24 hours, write to us at once and we update the design. If the piece is already stitched, it can come back within 60 days of delivery and we stitch a corrected one as a new order.
“The recipient needs a different size.”
Within 24 hours, or before stitching, we switch the size at no cost. After that, the exchange route in our returns policy covers it, including free return postage.
“I want to add a matching cap.”
Write to us before the order ships. We create a linked order for the cap, send its proof, and ship everything together if timing allows.
“The gift is no longer needed.”
Within 24 hours and before stitching, cancel for a full refund. After that, the piece can be returned within 60 days of delivery for a refund of the price paid.
“I ordered twice by mistake.”
Tell us the two order numbers. If one has not been stitched we cancel it and refund it in full; if both have been stitched, the duplicate can come back as a normal return.
10. Changing part of a family or couple set
A set is stitched as one job so the fonts, thread colours and placements match, but each piece can still be changed on its own. If one name in a roster of six needs a correction, we change only that line and send a new proof for the affected pieces. If one person needs a different size, only that piece changes. If you cancel one piece of a set within 24 hours, the rest of the set carries on and the cancelled piece is refunded at the price it cost within the set. If a change to one piece would push the whole set past a date you mentioned, we tell you before going ahead, so you can choose between waiting for the full set or receiving the finished pieces first.
11. Changes on orders to Canada, Australia and New Zealand
The 24-hour window and the stages in section 4 are the same for every country we ship to. The difference is the address: international parcels pass through more hands, so a redirect after dispatch is less likely to succeed than within the United States. Please check the province, state or region, the postal code and, for Australia and New Zealand, the suburb before you pay. If you notice a mistake after the parcel has left us, write immediately; if a parcel returns to us because of an address problem, we reship it free once you confirm the corrected address.
12. What to put in a change request
| Type of change | Include in your message |
|---|---|
| Text or spelling | The piece, the exact new text as it should be stitched, and whether the font stays the same |
| Thread colour or placement | The piece, the new thread colour name from the product page, and the placement (left chest, centre chest, sleeve, cap front) |
| Size or garment colour | The piece, the current size or colour, and the new one |
| Portrait | A new photo attached, and which face or pet it replaces |
| Address | The full new address, including unit number, region and postal code, and the recipient’s name |
| Cancellation | Which pieces, or “whole order”, and whether you prefer a refund or store credit |
13. Tips that avoid most changes
- Type names exactly as they should appear, including capitals, hyphens and accents. If a name is unusual, add a note such as “spelling is correct”.
- Check the size against a garment the wearer already owns, using our Size Guide.
- For a portrait, upload the clearest photo you have, taken in daylight, with every face or pet facing the camera.
- Read the proof on a large screen if you can, and zoom in on small text.
- Use an email address you check often, so the proof does not wait in a spam folder.
14. Contact us
Just ordered and need a change? Email support@stitchyhome.com with your order number and we reply within 1 business day. You can also follow your order on Order Tracking or read Shipping & Delivery.