Cancel or Change an Order
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Noticed a typo in a name an hour after ordering? Picked M when you meant L, or chose navy when the recipient only wears grey? This page explains how to cancel an Embro Haven order or change it, what can still be changed once stitching has started, and how the money comes back when an order is cancelled. Because every piece is embroidered for the order it belongs to, timing matters more here than in most shops, so the short version is: write to us as soon as you know.
Changes and cancellations in short
- Change or cancel: within 24 hours of placing your order.
- What you can change: personalised text, thread colour, size, garment colour, style, items, quantity and the delivery address.
- After 24 hours: write to us anyway; if your order has not been handed over for delivery, we will see what is still possible.
- Already on its way: keep it and use our 60-day returns with a free return label.
- Cancelled orders: refunded in full.
1. The 24-hour window
You can cancel your order or change it within 24 hours of placing it. The window is counted from the time on your order confirmation email. Within that time, any change is free, whatever it is: a different size, a new thread colour, corrected initials, a different delivery address or a full cancellation.
Why 24 hours? Our preparation time is 1–3 business days, and embroidery is the first thing that happens. Once a name is stitched onto a beanie cuff, the letters cannot be unpicked cleanly and the piece cannot become someone else’s. The 24-hour window gives you a real chance to re-read your order before that point.
2. How to ask for a change or a cancellation
- Email support@embrohaven.shop, or use Submit a Ticket, with “Change” or “Cancel” in the subject line.
- Include your order number and the email address you used at checkout.
- Describe exactly what should change. For text, type the full corrected text, not only the wrong letter — for example “Initials should be AMR, not ARM”.
- Wait for our confirmation email. Your change is only final once we have confirmed it in writing.
Your request counts from the moment your email reaches us, so an email sent at hour 23 is inside the window even if we reply the next morning. We reply within 24 hours on business days.
Write the text the way you want it stitched
We stitch exactly what is typed. When you send corrected text, think about capitals, spaces and symbols: “J+M”, “J + M” and “J & M” all stitch differently, and each character counts toward the field’s limit (for example 4 characters on the hoodie chest). If you are unsure how something will look, ask in the same email and we will describe it before we change your order.
A two-minute check after you order
Most change requests could be avoided with a quick look at the confirmation email. Within the first hour, open it and check these points one by one:
- Text: every letter, capital and space in each personalised field, including optional ones such as a sleeve line or date.
- Thread colour and lettering: the choice you made in the select fields, for example Mint thread and Script lettering.
- Size: adult S–3XL, Youth XS–L for the kids’ hoodie, or one size for hats and totes.
- Colour and style: the garment colour name and, where offered, crewneck or hoodie.
- Address: name, street, unit number, city, state or province, and ZIP or postal code.
If everything matches, you do not need to do anything. If one detail is wrong, you still have most of your 24 hours to fix it.
Time zones
The 24 hours run from the time printed on your order confirmation, whatever your time zone. Customers in Australia and New Zealand often order while it is night in the USA; that does not shorten the window. Your email counts from the moment it arrives, even if we answer it at the start of our next business day.
3. What can be changed
| What you want to change | Possible within 24 hours? | Effect on price |
|---|---|---|
| Personalised text (initials, name, date, sleeve line) | Yes | None, unless you add or remove an optional paid field such as a sleeve line |
| Thread colour or lettering style | Yes | None |
| Size | Yes | None for most pieces |
| Garment or hat colour | Yes | None |
| Style (for example crewneck to hoodie) | Yes | The difference between the two styles |
| Add or remove pieces, change quantity | Yes | The new order total |
| Delivery address (within US, CA, AU, NZ) | Yes | None — shipping stays free |
| Cancel the whole order | Yes | Full refund |
When a change raises the price — switching the lemon slice design from crewneck to hoodie, or adding a sleeve date to an initials hoodie — we tell you the difference first and only charge it once you agree. When a change lowers the price, we refund the difference to your original payment method.
4. After the 24 hours
After the window closes, your order is likely in production. Please write to us anyway. If the piece has not been stitched yet, we may still be able to change it; if it has been stitched but not handed over for delivery, an address correction is often still possible. We will tell you honestly what can and cannot be done, and we never charge for asking.
If nothing can be changed, you still have the full 60-day return window once the parcel arrives, with a free return label from us. Refunds for returned pieces are sent within 7 days of receiving your return. For a typo in personalised text, you can return the piece and order a new one with the corrected text, or keep the piece and order the corrected one as well. Our Returns & Exchanges page explains how.
5. If your order has already shipped
Once a parcel has been handed over for delivery, we cannot cancel it or redirect it ourselves. Let it arrive, then start a return within 60 days. If the problem is an address that will not work, write to us immediately with the correct one; we will look at the options with you, although we cannot promise a parcel in transit can be changed.
6. Refunds for cancelled orders
When we confirm a cancellation, everything you paid for that order is refunded to your original payment method. Shipping is free, so there is no shipping charge to deduct, and we never charge a cancellation fee. How long the money takes to appear after we send it depends on your bank or payment provider. The Refund Policy has the details.
If you prefer store credit instead of a refund — useful when you plan to re-order with different text — tell us in your cancellation email. Store credit never expires.
7. Partial cancellations
You can cancel one piece from an order and keep the rest. Say you ordered a coffee club dad cap, a pine tree beanie and a custom name crewneck, and you realise the crewneck is the wrong size for the person it is meant for. Within 24 hours you can cancel just the crewneck, or change its size, and the cap and beanie carry on as normal.
8. When we cancel or pause an order
Occasionally we have to pause or cancel an order ourselves. The usual reasons are:
- the personalised text includes a team name, brand name, logo reference or character name, which we do not stitch;
- the text cannot fit the field as typed, for example because a symbol is not available in the lettering;
- the payment could not be confirmed;
- the delivery address is outside the US, Canada, Australia and New Zealand, or is incomplete.
In each case we email you first and wait for your reply before doing anything final. If we cannot reach you or cannot fulfil the order, we cancel it and refund the full amount.
9. Common change requests and how they work
“I misspelled the name.”
Within 24 hours: send the full corrected spelling and we update the order. After 24 hours: write anyway; if stitching has started, the piece can be returned within 60 days and you can order the corrected version.
“The gift needs to go to a different address.”
Send the new address in full, including unit or apartment number and postal code. It must be in the US, Canada, Australia or New Zealand. Shipping remains free.
“I want the hoodie version instead of the crewneck.”
For products that offer both styles, we switch the style and tell you the price difference before charging it. For products that do not, we can cancel the crewneck within 24 hours so you can order a different hoodie design.
“I ordered two of the same thing by accident.”
Tell us which order or line to cancel. Within 24 hours we cancel the duplicate and refund it in full.
“Can I remove the optional sleeve line?”
Yes, within 24 hours. The sleeve line add-on is refunded to your original payment method once we confirm the change. The rest of the piece stays exactly as ordered.
“I chose the wrong thread colour.”
Tell us the thread colour you want from the list on the product page — Mint, Plum, White, Black, Gold Tone or Navy. Thread colour changes are free within 24 hours.
“I need it sooner — can you rush it?”
Every order follows the same 1–3 business day preparation time, and we do not offer a paid rush service. If you are worried about a date, write to us before ordering and we will give you an honest view based on our Shipping & Delivery estimates.
“Can I add something to my order?”
Within 24 hours, yes: tell us the product, size, colour and any personalised text, and we add it to the same order and tell you the new total before charging. After the window, the simplest route is a new order; shipping is free either way, so a second order costs nothing extra to send.
“The recipient changed their mind about the colour.”
Within 24 hours we switch the colour for free. If the window has passed, the piece can be exchanged for another colour after delivery under our 60-day returns, with a free return label.
10. Changes to account details
Changing your account email, password or saved address in My account does not change orders you have already placed. To change an existing order, use the steps on this page. For questions about the information we keep, see our Privacy Policy.
11. Contact us
The faster you write, the more we can change. Email support@embrohaven.shop with your order number; we reply within 24 hours on business days. You can also check Order Tracking or read Shipping & Delivery to see where your order is.
Embro Haven · 2205 Groveland St, Pittsburgh, PA 15234, US