Cancel or Change an Order

Last updated: November 2, 2026

Ordering something with both your names on it is a happy moment, and sometimes it is followed a few minutes later by a small gasp: was that supposed to be 2016, not 2061? Because every Kind Stitch piece is embroidered after you order, there is a short window in which we can still change or cancel it before the thread goes in. This page explains how that window works, what can be changed, how to ask, and what your options are once it has closed.

1. How the 24-hour window works

The window opens the moment your order is placed and closes 24 hours later. It runs on the clock, not on business days, so an order placed at 9 p.m. on a Saturday has its window close at 9 p.m. on Sunday. The time of your request is the time your email reaches [email protected].

Why the window is short

Processing takes 1–3 business days, and embroidery is part of that processing. Once a name or a date has been stitched into a hoodie, it cannot be unpicked and redone on the same garment. The 24-hour window gives you time to catch a typo or a wrong size before that happens.

Your email counts, even before our reply

Support replies within 24 hours on business days, so our answer may arrive after your window has technically closed. That is fine. If your request reached us within 24 hours of ordering, we treat it as on time and act on it.

What to check right after ordering

• Open your order confirmation email and read each personalized line slowly, letter by letter.
• Check every size, especially when two people in a pair need different ones.
• Check the thread color and the chest position chosen for each piece.
• Check the shipping address, particularly for a gift going to another home.

2. Changes we can make within 24 hours

Most details of an order can be adjusted for free while the window is open. Here is what we see most often.

Changes that affect the price

Adult sizes 2XL and 3XL cost $2 and $4 more than the base price. If a size change moves an item into or out of one of those sizes, we will explain the difference by email and agree on it with you before the change goes ahead.

Adding something you forgot

If you realize the order needs one more piece, such as a cuffed beanie or a baby bodysuit to match, the simplest route is to place a second order. Shipping is free with no minimum, so a second order does not cost extra to ship. Mention both order numbers in an email if you would like us to know they belong together.

Removing one item

Within 24 hours you can also remove a single line, for example the third sweatshirt that turned out not to be needed. The rest of the order carries on as normal, and the removed item is refunded to your original payment method.

3. How to request a cancellation or a change

1. Write to [email protected], ideally from the email address you used at checkout.
2. Put your order number and the word “Change” or “Cancel” in the subject line so it is easy to spot.
3. In the message, say exactly what should change, item by item. For personalization, type the new text exactly as it should be embroidered.
4. If you want to cancel only part of the order, list the items to cancel and the items to keep.
5. Wait for our confirmation email. We confirm every change and every cancellation in writing.

Typing new personalization carefully

Because we embroider exactly what you type, the text in your email becomes the text in the thread. Avoid autocorrect surprises by reading it back before you send. Personalization cannot include brand, team or character names. Maximum lengths are shown on each product field; if your new text is longer than the field allows, we will email you to shorten it.

Requests sent by someone else

For your security, changes are best requested from the email address on the order. If a partner or family member is writing on your behalf, we may ask for confirmation from the original email before changing anything, especially for the shipping address.

4. Cancelling the whole order

If plans change completely, you can cancel the full order within 24 hours of placing it. We confirm the cancellation by email and send a full refund to your original payment method. Your bank or payment provider then posts it on their own timeline. The full details are on our Refund Policy.

Cancelling to reorder

Sometimes it is easier to cancel and start again, for example when almost every detail of a family set needs to change. If that is your plan, cancel within the window first, then place a fresh order with the correct details. The new order gets its own 24-hour window too.

5. When the 24-hour window has closed

After 24 hours, your order is part of our processing queue and may already be embroidered. At that point we cannot cancel it or change the personalization. You still have good options, though.

• Wait for delivery, then return: any item, including personalized ones, can be returned within 60 days of delivery, with return postage paid by us.
• Exchange for a different size or color: once the piece arrives, an exchange can sort out a size that is off. See our Returns & Exchanges Policy.
• Write to us anyway: if your order has not yet started production, we will tell you. We cannot promise it, but we will always check.

Address changes after the window

If the parcel has not left yet, we may still be able to update the address. If it is already on its way, we will help you work with the carrier where possible. Email us quickly so we have the best chance.

6. Where your order is, and what that means for changes

It can help to picture the life of an order in stages. The further along it is, the fewer details can still move.

The current status of your order is shown on our Order Tracking page. If the status still says it is processing, that does not by itself mean embroidery has not started, so the 24-hour window remains the reliable guide.

7. Getting it right before you press the order button

The kindest change is the one you never need to make. A few minutes on the product page can save a round of emails later.

Use the live preview as your proof

Each product page shows a live preview of your text on the garment. Since we do not send a separate proof, that preview is the last look before the thread goes in. Zoom in, read it out loud, and check that names are spelled the way the people wearing them spell them.

Think about thread against the garment

White and Mustard thread stand out on darker garments, while Navy and Black read clearly on lighter ones. Terracotta has a warm, soft look on most colors. If you want the embroidery to whisper rather than shout, a tone-on-tone pairing is lovely; just make sure that is what you intend.

Pick sizes for each person, not for the pair

Matching does not mean identical sizes. In a pair set, each half has its own size field, so the Waves hoodie can be a different size from its partner. Our Size Guide explains how to compare with a garment that already fits.

Choose the position deliberately

Left chest is small and understated; center chest is bolder and photographs well from a distance. In a family set, using the same position on every piece makes the match obvious in group photos.

8. Real situations, and how they play out

The anniversary year typo

Say “Est. 2016” was typed as “Est. 2061”. If you spot it in the confirmation email that evening and write to us within 24 hours of ordering, we change it free of charge and confirm by email. Nothing else about the order changed, including its processing time.

Two sizes, swapped by mistake

Maya meant to order the Moon half in L and Jordan the Star half in S, but the sizes went into the wrong fields. Caught within 24 hours, the swap is a simple change. Caught after delivery, it becomes an exchange with a free return label.

The roman numeral date

Imagine a couple who want XII.VI.MMXIX on their sleeves but type XII.VI.MMXI. Roman numerals are lovely and easy to get wrong. Within 24 hours, we correct it to exactly what you send us; after that, the embroidered piece can be returned within 60 days.

A gift address that changed

Suppose a sweatshirt pair is ordered for grandparents in Canada, and then the family learns they will be visiting a relative over the holidays. Within 24 hours, the shipping address can be changed to the new address, as long as it is in one of our four countries.

9. Cancellations made by Kind Stitch

Very rarely, we may need to cancel an order ourselves. Reasons include personalization that contains a brand, team or character name, text we cannot embroider as typed, or a payment that could not be completed. We always email you first to explain, and where possible we suggest a fix so the order can go ahead. If it is cancelled, you are refunded in full to your original payment method.

10. Questions and help

Email [email protected] with your order number and we will reply within 24 hours on business days. We handle support by email only, so everything we agree is in writing. To check where your order is, use our Order Tracking page. For timing after your order ships, see Shipping & Delivery, and for quick answers, visit our FAQs.

Kind Stitch, 5510 Rosewood Street, Roeland Park, KS 66205, US.