Cancel or Change an Order
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Every Clover Stitch piece is embroidered to order, which is lovely for a name like “Grandma est. 2015” and a little unforgiving when a finger slips on the keyboard. This page explains the 24-hour window in which you can cancel your order or change it — the title, the year, the names, the thread colour, the size, the colour or the delivery address — and what happens if you write to us after that.
Cancelling and changing at a glance
- Window: within 24 hours of placing your order.
- What can change: title, year, names, thread colour, size, garment colour, items in the order and the shipping address.
- Cancel inside the window: full refund, nothing to send back.
- After 24 hours: production has usually started; you can still return any item within 60 days of delivery with a free return label.
- How: email [email protected] with your order number.
1. Why there is a 24-hour window
Our processing time is 1–3 business days from order to shipping. Within that time the garment is prepared and your title, year or names are embroidered. Once thread goes into fabric, a change means starting the piece again. The first 24 hours after you order are reserved for you to look over the confirmation email calmly, show it to a sibling who knows how to spell the grandchildren’s names, and tell us if anything needs to be different.
We count the 24 hours from the time shown on your order confirmation email. A message received inside that time is always handled, even if we read it a few hours later.
2. How to cancel or change an order
- Find your order number in the confirmation email (it is also in your account if you created one at checkout).
- Email [email protected] from the address you used to order. Put “Change” or “Cancel” and your order number in the subject.
- Write exactly what should change. For names, type them exactly as they should be stitched, including capital letters and the order from first to last.
- We reply to confirm the change or cancellation. Please read the confirmation: it repeats the corrected details so you can check them once more.
You can also use our Submit a Ticket page, which opens an email with the right subject already filled in.
3. What you can change inside the 24 hours
| What | Example | Cost |
|---|---|---|
| Spelling of a name | “Ellie” instead of “Elly” on a Kids Name sweatshirt | Free |
| Est. year | 2019 instead of 2018 on a Mama Est. Year crewneck | Free |
| Title | Nana instead of Grandma on the sleeve-names crewneck | Free |
| Names list | Adding a fourth grandchild, within the field limit | Free |
| Thread colour | Cream instead of Navy | Free |
| Size or garment colour | XL instead of L; Sage instead of Sand | Free if the price is the same |
| Adding a paid option | Ticking “Add est. year” after ordering | We send a request for the add-on price |
| Removing an item | Dropping the tote from an order | Refund of that item |
| Shipping address | New apartment number or a different recipient address in the same four countries | Free |
If a change makes the order cost more, for example a product with a higher price, we will explain the options by email. Sometimes the simplest route is to cancel the item and place a new order, which we can guide you through.
4. Cancelling the whole order
To cancel completely, email us within 24 hours with your order number and the word “Cancel”. We stop the order before production and refund everything you paid to your original payment method, or as store credit if you prefer. There is nothing to send back and no fee. The Refund Policy explains refund timing.
If you placed the same order twice by accident — it happens with slow connections — tell us which order number to keep and we cancel the duplicate in full.
5. After the 24 hours
Once the window has passed, your order is normally being embroidered or is already packed. We may not be able to change or cancel it at that point. Still write to us: if the piece has not been started yet, we will do what we can, and we will always tell you honestly what is possible.
If we cannot stop the order, you are still protected. When it arrives, you can return any item within 60 days of delivery. We send a free return label even for a change of mind, and refund you within 7 days of receiving the item. The full process is on our Returns & Exchanges Policy page.
6. Address changes after shipping
When an order has left us, the address is in the carrier’s hands. We cannot redirect a parcel ourselves. If the carrier offers a redirection service in the destination country, the tracking information in your shipping email (when available) is the place to start. Email us with the order number and the correct address and we will help you through the options. See Shipping & Delivery for delivery times.
7. Getting the details right the first time
Most changes we receive are about names. A few habits avoid them:
- Use the live preview. On custom products the text you type appears over the product image. Read it out loud once before adding to the cart.
- Check capital letters. We embroider exactly what you type. “mia” stays lowercase unless the design capitalises it.
- Check the order of names. On the Grandma sleeve-names crewneck, the first name you type is stitched nearest the shoulder.
- Ask before you order. Unusual characters, accents or very long names: email us first and we will tell you how they will look.
- Remember: no proof. We do not send a proof or mockup before production. The preview and your confirmation email are your check.
8. Changes on gifts and surprises
If you ordered a gift that is being shipped directly to the recipient, only the person who placed the order can request changes or cancellations, because the confirmation email and order number belong to them. If you are the recipient and spot a problem when the parcel arrives, ask the giver to contact us, or email us with as many details as you can and we will help without spoiling anything.
9. Changes we may need to make
Very rarely we may need to contact you about an order — for example, if a name is longer than a field can hold neatly, if a garment colour becomes unavailable in your size, or if an address looks incomplete. We email you before making the item and wait for your answer. If we cannot complete the order as placed and you would rather not choose an alternative, we cancel it and refund it in full.
10. Examples
These short illustrations use made-up names to show how the window works in practice.
10.1 A spelling fix in time
An order for a Grandma sleeve-names crewneck is placed at 8 pm with the names “Ava, Leo, Mai”. At 9 am the next morning the buyer notices it should be “Mia” and emails us. That is inside 24 hours: we correct the name before production and confirm the new spelling by email. No cost, no delay.
10.2 A size change too late
Two days after ordering a Mama Bear hoodie in M, the buyer realises she wanted L. The hoodie is already finished. She keeps the M until it arrives, then asks for an exchange: we send a free return label, she reorders the L, and we refund the M within 7 days of receiving it.
10.3 A last-minute address change
A Nana Clover Pocket hoodie is ordered for a grandmother who is moving next week. Within the 24 hours the buyer emails the new address, and we update it before the parcel ships.
11. Field limits on our custom pieces
When you ask for a change to personalisation, the new text has to fit the same field limits as the product page. This table helps you check before you write to us.
| Product | Fields | Limits |
|---|---|---|
| Mama Est. Year Custom Embroidered Crewneck | Title, est. year, thread colour | Title: Mama, Mom, Mommy or Mother; year 1940–2026 |
| Grandma Grandkids’ Names Sleeve Crewneck | Title, names, optional est. year (+$4.00), thread colour | Up to 6 names, 60 characters in total |
| Auntie Est. Year Custom Sweatshirt | Title, est. year, thread colour | Title: Auntie, Aunt, Tia or Titi |
| Mama Names Heart Custom Hoodie | Title, names, thread colour | Up to 5 names, 45 characters in total, stitched in capitals |
| Kids Name Embroidered Sweatshirt | Name, thread colour, optional back year (+$5.00) | Name up to 10 characters |
| Custom Title Embroidered Dad Hat | Title, thread colour, optional side year (+$3.00) | Title from the list; four-digit year |
Add-ons are charged only when you fill or tick them. If you remove a paid add-on within the 24-hour window, we refund the add-on price.
12. What happens to your order, step by step
| Stage | Roughly when | Can it change? |
|---|---|---|
| Order placed, confirmation email sent | Hour 0 | Yes — anything in section 3 |
| Change window open | Up to hour 24 | Yes — email us |
| In production (garment prepared, embroidery) | Within 1–3 business days of ordering | Usually not; ask and we will check |
| Packed and shipped | End of processing | No; address help only via the carrier |
| Delivered | 7–14 business days after shipping | Returns and exchanges within 60 days |
13. Short answers
Can I cancel by phone or chat?
Support is by email only, at [email protected]. An email also gives you a written record of the change.
I emailed at hour 23. Does it count?
Yes. What counts is when your email arrives, not when we read it.
Can I change the product, not just the details?
Within 24 hours, yes. We cancel the first item and help you order the other one, so the price and options are right.
Will a change delay my order?
A change inside the window does not add to the 1–3 business days of processing in normal circumstances. If it would, we tell you.
I changed my mind about the thread colour after a day and a half. Is it too late?
Probably, because the embroidery may already be done. Email us anyway: if your piece has not reached the embroidery stage, we will change it. If it has, you can return it within 60 days of delivery with a free label and reorder in the thread colour you prefer.
Can I add a second sweatshirt to my order?
The easiest way is to place a second order. Shipping is free on every order, so there is no extra cost for ordering separately.
14. Contact
Email [email protected] with your order number. We reply within 24 hours on business days. More help: FAQs, Help Center, Order Tracking.
Clover Stitch, 2314 Chand Road, Joppa, MD 21085, US.