The short version
- Contact us immediately with your order number. The window is measured in hours, not days.
- Before production starts: we can change the personalization, size, color or address, or cancel for a full refund.
- After production starts: a personalized item cannot be changed or cancelled — it has already been made for one specific child.
Why the window is short
Personalized pieces are made to order. Production typically begins within 24 hours of your order being placed, and once a name has been stitched or engraved the item cannot be reused or resold. That is the honest constraint behind everything on this page.
So the rule is simple: the sooner you contact us, the more we can do.
What can be changed, and when
| Change | Before production starts | After production starts | After it ships |
|---|---|---|---|
| Fix a spelling or date in the personalization | Yes | No | No |
| Change size or color | Yes | No | No |
| Add or remove an item | Yes | No | No |
| Change the shipping address | Yes | Yes | No |
| Cancel for a full refund | Yes | No | No |
| Non-personalized items only: cancel | Yes | Yes | No — use a return |
We will always tell you honestly which column your order is in when you write to us. We do not promise a change we can no longer make.
How to request a change
- Contact us and put “Change order #1234” in the subject line, using your own order number.
- Tell us exactly what should change. For personalization, write the corrected text exactly as it should appear — including capitalisation.
- Wait for our written confirmation. A change is not made until we confirm it, even if you sent the request quickly.
Do not place a second order hoping we will cancel the first. Contact us instead — that way you are not paying twice while we sort it out.
Address changes
We can update a shipping address any time before the label is created, which is usually the same moment the item ships. Once a package is in the carrier’s hands we cannot reroute it. If it comes back to us as undeliverable, we will contact you to arrange reshipment at additional shipping cost.
Cancellations and refunds
A cancellation approved before production is refunded in full to your original payment method. Your bank may take a few days to display it. If production has already started, see Refund & Replacement — there are still cases where we make it right at no cost to you, such as an item that does not match your order or arrives damaged.
Made a typo and production already started?
Tell us anyway. A typo you entered is not something we are obliged to replace, but we would rather offer you a discounted remake than have a keepsake with the wrong name on it sit in a drawer. Ask.
