Cancel or Change an Order
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Most changes to a personalized gift happen in the first few hours after ordering: you read the confirmation email and notice “Nana” should have been “Nanna”, the wedding date is off by a day, or you picked the 11 oz mug when you meant the 15 oz. This page explains how to cancel or change a Hugs Made order, why the first 24 hours matter so much, and what your options are once that window has passed.
Cancellations and changes at a glance
- Change or cancel: within 24 hours of placing your order.
- What you can change: names, dates, message, photo link, size, material, colour, design, quantity and shipping address.
- How: email support@hugsmade.shop with your order number and the change.
- Cancelled within 24 hours: full refund of what you paid.
- After 24 hours: the 60-day return with a free return label still applies once the gift arrives.
1. Why there is a 24-hour window
Every Hugs Made gift carries details that belong to one person: their name, a date, a message or a photo. Once production starts, those details are part of the item and cannot be undone. We also do not send a proof or mockup before production; we personalize exactly what you write in the Order notes box at checkout. The 24-hour window gives you a calm moment to reread your order and catch anything you would like to change before we begin.
The window starts when you place your order, the time shown on your order confirmation email, and lasts 24 hours from that moment, including weekends.
2. How to ask for a change or cancellation
- Email us. Write to support@hugsmade.shop or use our Submit a Ticket page. Put “Change” or “Cancel” and your order number in the subject line so your message stands out.
- Be specific. For a change, write the new details exactly as they should appear, with capital letters and punctuation. For example: “Please change the second name from Liam to Leo.”
- Use the email address from your order. It helps us confirm the request is yours.
- Wait for our confirmation. We reply within 24 hours on business days. A change or cancellation is final once you receive our confirmation email.
Your request counts as received at the time your email reaches us, so even if we reply the next business day, a message sent within the 24 hours is inside the window.
3. Changes we can make within 24 hours
| What to change | What to send us | Price effect |
|---|---|---|
| Spelling of a name or a message | The corrected text, exactly as it should appear | None |
| A date or year | The correct date in the format you want shown | None |
| Photo for a photo gift | A new shareable photo link | None |
| Size, material or colour | The option you prefer from the product page | We tell you any difference first |
| Design or product | The product you would like instead | We tell you any difference first |
| Quantity, or adding or removing items | The new quantity or items | We tell you any difference first |
| Shipping address | The full new address, including apartment or unit number | None within US, CA, AU, NZ |
If a change makes your order cost more, we only charge the difference after you agree. If it costs less, we refund the difference to your original payment method.
4. Cancelling an order
To cancel, email us within 24 hours of placing your order with your order number and the word “Cancel”. Once we confirm the cancellation, we refund the full amount you paid to your original payment method. Shipping is free, so there is no shipping cost to deduct, and we never charge a cancellation fee.
If you only want to cancel part of an order, for example one ornament from a set of four, tell us which item and we will cancel that item and refund it.
5. After the 24-hour window
Once 24 hours have passed, your gift may already be in production, and we cannot promise to change or cancel it. You still have good options:
- Write to us anyway. If production has not started, we will do our best to help. We will always tell you honestly what is still possible.
- Use the 60-day return. Once the gift arrives, you can return it within 60 days with a free return label, and your refund is issued within 7 days of receiving it. See our Returns & Exchanges Policy and Refund Policy.
- Reorder with the right details. If the date matters, place a new order with the corrected personalisation straight away, and return the first item when it arrives.
6. If your order has already shipped
Orders are personalized and prepared within 1-3 business days, then spend 7-14 business days in transit. Once a parcel has left us, it can no longer be cancelled. Please accept the delivery and start a return within 60 days if you no longer want the item. If the problem is the address, contact us straight away and we will help where we can, although we cannot guarantee that a carrier will redirect a parcel already on its way.
7. Cancellations by Hugs Made
Sometimes we may need to cancel an order ourselves. This can happen if the order notes are empty or unclear and we cannot reach you to confirm the personalisation, if a photo link does not open, if the shipping address is outside the United States, Canada, Australia or New Zealand, or if a payment cannot be confirmed. Before cancelling, we always try to contact you by email. If we do cancel, we refund the full amount you paid.
8. Avoiding changes in the first place
A quick checklist before you press the order button saves almost every change request we receive:
- Read every name aloud, letter by letter. Unusual spellings such as “Kaitlyn”, “Caitlin” and “Katelyn” are easy to mix up.
- Check the year on anniversary, memorial and “first Christmas” gifts.
- Write names in the order you want them shown, separated by commas.
- If your order has several personalized items, label each set of details: “Ornament 1”, “Ornament 2”.
- For photo gifts, open your photo link in a private browser window to make sure it works without a login.
- Check the shipping address, especially the apartment number and the ZIP or postal code.
9. Worked examples
- A typo spotted three hours later: you order a “Grandma Rose” mug and then notice “Noha” instead of “Noah” in your order notes. Email us within the 24 hours with the correct spelling; we confirm the change before production and nothing else about the order changes.
- A size change the next morning: you decide a 15 oz mug suits better than the 11 oz you chose. Within 24 hours we can switch it; we confirm any price difference by email first and only charge it after you agree.
- A change after two days: you want to change the wedding year on an anniversary keepsake after the window has passed. If production has already started, your options are to keep the gift, or to return it within 60 days with a free label and reorder with the right year.
- A same-day cancellation: you discover that a relative has already bought the same ornament. Cancel within 24 hours and the full amount is refunded.
10. Changes for gifts sent to someone else
If you are sending a gift straight to a friend or relative, only the buyer can change or cancel the order, because the order belongs to the person who paid. If the recipient asks you to change something, such as an address after a move, write to us yourself with the order number. Once the gift has been delivered, the recipient can contact us about a return, and we will agree the details with you.
11. Quick answers
Is there a fee to cancel?
No. Cancellations within 24 hours are refunded in full and we never charge a cancellation fee.
Can I change the personalisation by phone?
We support customers by email only, which also gives you a written record of exactly what you asked us to change. Email support@hugsmade.shop.
Will you send me a preview of the change?
We do not send proofs or mockups. We confirm the new text in writing and personalize the gift exactly as confirmed.
Can I add another item to the same parcel?
Within 24 hours, yes, ask us and we will tell you the price for the extra item. After that, the easiest path is a new order; shipping on the second order is free too.
What if I miss the 24-hour window by a few minutes?
Write to us anyway. If production has not started, we will try to make the change. If it has, we will explain the return option clearly, so you can decide what works best for your date.
Can I change the delivery country?
Yes, within 24 hours, as long as the new address is in the United States, Canada, Australia or New Zealand. Shipping stays free.
12. What a clear change request looks like
A short, precise email lets us act on the first reading. Here is the kind of message that works well:
Subject: Change — order 1234. Hello, on the mug in this order, please change the third name from “Noha” to “Noah”. Everything else stays the same: “Grandma Rose”, then Ava, Liam, Noah. Thank you!
Notice that it gives the order number, says which item, quotes the wrong text, gives the corrected text and confirms the rest. If you are changing a photo, paste the new link and say which item it belongs to. If you are changing an address, write the whole address again rather than only the part that changes.
13. How the first days of an order look
| Stage | When | Can I change or cancel? |
|---|---|---|
| Order placed | Hour 0 | Yes, email us |
| Change window | Up to 24 hours after ordering | Yes, changes and cancellations are confirmed by email |
| Personalisation and preparation | Within 1-3 business days | Not guaranteed; write to us and we will tell you what is still possible |
| Shipped | After processing | No; return within 60 days with a free label once it arrives |
| Delivered | About 7-14 business days after shipping | Return within 60 days with a free label |
14. Busy seasons
Before Mother’s Day and Christmas, many orders arrive at once and every hour counts. The 24-hour window stays the same all year, so if you order during a busy season, take a moment to check your order notes as soon as you receive the confirmation email. If you are unsure about a detail, it is better to email us with a question inside the window than to wait.
15. Contact us
Need to change something right now? Email support@hugsmade.shop with your order number and the change. We reply within 24 hours on business days. You can also check your order on the Order Tracking page, read our Shipping & Delivery policy or browse the FAQs.