Cancel or Change an Order

Last updated: October 29, 2026

Most changes to a Kin Print order happen in the first few hours: a grandchild’s name spelled the way it sounds instead of the way it is written, a sweatshirt ordered in the wrong size, a shipping address that still points to the old house. This page explains how to cancel an order or change it, how long you have, and what happens once production has started. The short version: email us within 24 hours of placing the order and we will change or cancel it for you.

1. Why there is a 24-hour window

Every Kin Print gift is personalised for one family, and production starts during our 1–3 business day preparation period. The 24-hour window gives you time to re-read the confirmation email in the calm of the evening, show it to a sibling who knows how Grandpa likes his name written, or realise that Mom’s new address is the one she moved to last spring. Within those 24 hours we can still change or stop the order before anything is produced.

We print exactly what you type in the order notes box at checkout and we do not send a proof or mockup before production. That makes the 24-hour check the most important step in getting a gift right, so please read your order confirmation email carefully as soon as it arrives.

2. How to request a change or cancellation

1. Open your order confirmation email and find the order number.
2. Email support@kinprint.shop from the address used at checkout, with “Change” or “Cancel” and the order number in the subject line, for example “Change – order 1048”.
3. Describe the change exactly as it should be printed or shipped. For names, type each one on its own line with capital letters where they belong.
4. Wait for our confirmation email. A change is only final once we have confirmed it in writing.

You can also use the Submit a Ticket page, which opens an email with the right subject already filled in. We reply within 24 hours on business days, and we act on change requests in the order they arrive. The time that counts is the time your email reaches us, so a request sent within 24 hours of ordering is honoured even if our reply comes the next business morning.

3. What you can change

4. Cancelling an order

To cancel, email us within 24 hours of placing the order. We confirm the cancellation by email and refund the full amount you paid to your original payment method within 7 days of that confirmation. Your bank or payment provider then posts it to your account; see our Refund Policy for details. There is no cancellation fee.

If you want to cancel only part of an order, for example one of three family mugs, we cancel that item and refund it the same way while the rest of the order continues as planned.

5. After the 24-hour window

Once 24 hours have passed, your gift may already be in production. If you write to us after the window, we still check the order straight away. If production has not started, we usually make the change anyway. If it has, we cannot stop it, but you are still covered: once the order is delivered you can return any item within 60 days, for any reason, with a free return label, and choose a refund, store credit that never expires, or an exchange. The process is set out in our Returns & Exchanges Policy.

6. Changing personalisation the right way

Most change requests are about text. Here are a few habits that help us get it exactly right the second time:

• Write the full text again rather than describing the change. “Grandma, Ava, Liam, Noah, Mia” is clearer than “add Mia at the end”.
• Say which item the text belongs to when an order has several. “Sweatshirt size L: Nana est. 2019” and “Mug 15 oz: Papa est. 2019”.
• Check capital letters, apostrophes and accents. We reproduce what you write, including “Zoë” or “O’Brien”.
• If the design has a date, write the month in letters (“June 14, 2012”) so there is no confusion between US and international date formats.
• For a photo change, send the new photo as an attachment rather than a link, and tell us which photo it replaces.

7. Changing the shipping address

Address changes are free within 24 hours and up to the moment the parcel ships. Send the complete new address, including the recipient’s name, apartment or unit number and ZIP or postal code. We can only ship to addresses in the United States, Canada, Australia and New Zealand, so a change to another country is treated as a cancellation and refunded in full.

After the parcel has shipped, we can ask the carrier to redirect it, but we cannot guarantee that the carrier will accept the request. If the parcel comes back to us, we reship it free once you confirm the right address. Shipping details are on our Shipping & Delivery page.

8. When we change or cancel an order

Sometimes we need to contact you before we can finish an order: a note that does not say which item it belongs to, a photo that is too small to print clearly, text that contains a logo, character or lyrics we are not allowed to print (see our Intellectual Property Policy), or an address outside the four countries we serve. We email you and pause that item. If we cannot reach you after several emails over 7 days, we cancel the affected item and refund it in full within 7 days.

9. Two real-life examples

The misspelled grandchild

Three hours after ordering a Grandparents Day sweatshirt, a buyer notices she typed “Jaxon” when her nephew spells it “Jackson”. She emails us with the full corrected list of names. We confirm the next morning, update the order, and the sweatshirt is produced with the right spelling. The delivery estimate does not change.

The forgotten move

A son orders an anniversary canvas for his parents and ships it to their old address out of habit. Twenty hours later he remembers they moved. One email with the new address, a confirmation from us, and the canvas goes to the right door.

10. Adding an item you forgot

It happens often: you order a sweatshirt for Grandma and then remember Grandpa would feel left out. Because payment is taken when the order is placed, we cannot add an item to an order that is already paid. The simplest route is to place a second order and write in its order notes “please ship with order” followed by the first order number. If both orders are still within their preparation time, we try to pack them in one parcel; if not, the second one ships separately, still free. Either way, each order is confirmed by its own email.

11. Gift messages, recipients and surprises

You can add or change a gift message within 24 hours by email, the same way as personalisation text. Start it with “Gift message:” so it is never confused with the words to be printed on the item. If the gift is a surprise and the recipient might see a confirmation email, tell us and we will only reply to you. If you want to change the recipient’s name on the shipping label (for example from “Mom” to her full name so the carrier can deliver to her apartment building), send the full name and the address together.

12. Changing how you paid

We cannot switch the payment method on an order that has already been paid. If you need to pay another way, ask us to cancel within 24 hours; we refund the full amount to the original method within 7 days, and you can place the order again with the method you prefer from those shown at checkout. Our Payment Methods page explains how payment works.

13. Busy gifting seasons

In the weeks before Mother’s Day, Father’s Day, Grandparents Day and the December holidays, more families place orders and more change requests arrive at once. The 24-hour window and our reply time stay the same, but please send any change as early as you can, in one complete email, rather than several small ones. One clear message with every corrected name is the fastest to confirm and the least likely to be misread.

14. A checklist before you press “Place order”

The fastest change is the one you never need to make. Before paying, take one minute with this list:

• Every name is spelled the way the person spells it, with the right capital letters.
• Dates and “est.” years are correct, and the month is written in letters.
• Each line in the order notes says which item it belongs to when the order has more than one.
• Sizes are chosen from a garment the recipient already wears, using our Size Guide.
• The shipping address is the recipient’s current one, with apartment or unit number.
• If the design uses a photo, you know which photo you will email and it is sharp and well lit.

15. Orders you did not place

If you receive an order confirmation you do not recognise, or you believe someone used your payment details on our site, email us immediately. We will hold the order and help you. Please also contact your bank or card provider directly. Never send card numbers or passwords to us by email.

16. Help with changes

Email support@kinprint.shop, or start from the Help Center or our FAQs. To check where an order is, use Order Tracking. We reply within 24 hours on business days.