Cancel or Change an Order

Last updated: November 11, 2026

It happens to everyone who orders a personalised gift late at night: you press the button, close the laptop, and then remember that you met in 2019, not 2018, or that your partner wears an XL, not an L. This page explains how to cancel a Gift Ink order or change it before it is printed, how much time you have, what we can and cannot change, and how the money comes back if you cancel. Write to support@giftink.shop as soon as you notice; we reply within 24 hours on business days.

1. Your 24-hour window

You have 24 hours from the time your order was placed to cancel it or change it, free of charge. The time is shown in your order confirmation email. Within those 24 hours nothing has been printed yet, so a correction costs you nothing and costs the gift nothing either.

The window runs in real hours, weekends included. An order placed at 10 pm on a Friday can be changed until 10 pm on Saturday. If you write to us inside the window, your request counts even if we read it the next business morning, because we act on the time your email arrived, not the time we opened it.

Why the window is short

Our making time is 1-3 business days. To keep that promise for everyone, gifts go into production quickly. Twenty-four hours gives you a full day to read your order back with fresh eyes, and still lets the gift leave us on time for the date you are planning around.

2. How to ask for a change or a cancellation

1. Email support@giftink.shop from the address you used at checkout, or use the “Change or cancel” option on the Submit Ticket page.
2. Put your order number in the subject line.
3. Say clearly whether you want to cancel the whole order, cancel one item, or change something.
4. For a text change, type the new names, date or line exactly as they should be printed, with the capital letters, dots and spaces you want. For example: “Change the date on the pillow from 06.14.2018 to 06.14.2019.”
5. For a photo change, attach the new photo or a link, and say which item it is for.

We reply to confirm what we changed or cancelled. If you have not received a confirmation within 24 hours on a business day, check your spam folder and then write again; we would rather have your message twice than miss it.

3. What we can change

A reminder: there is no proof or mockup step before printing. We print exactly what you type and use the photo exactly as you sent it. The 24-hour window is your chance to catch a typo, so it is worth reading your confirmation email slowly, out loud if it helps.

4. After the 24 hours

After 24 hours your gift is usually already being printed or packed. Write to us anyway: if it has not reached production, we will still try to make your change, and we will tell you honestly whether we managed. If the gift has already been made, we cannot change or cancel it, but you are not stuck with it:

• You can return it within 60 days of delivery, for any reason, with a free return label from us. See the Returns & Exchanges Policy.
• If the mistake is ours, for example the printed text does not match what you typed, we re-make it free or refund it.
• If the address was wrong and the parcel has already shipped, we will ask the carrier about a redirect, though a redirect is not always possible. See Shipping & Delivery.

5. Refunds for cancelled orders

When we cancel your order, or one item of it, we send the refund within 7 days of confirming the cancellation by email. It goes back to the payment method you used. You can ask for store credit instead; store credit never expires. Nothing is deducted: there is no cancellation fee, and shipping was free in the first place. Your bank may need a few more business days after that to show the refund on your statement. The Refund Policy has the details.

6. Photo gifts waiting for a photo

A photo gift does not start until your photo reaches us. If you have not sent it yet and decide you would rather not go ahead, you can cancel even after the 24 hours, because nothing has been printed. Simply reply to us with your order number. The same refund timing applies: within 7 days of confirming the cancellation.

If we have emailed you because your photo is too small or blurred to print clearly, you can choose to send another photo, change to a gift without a photo, or cancel and receive a full refund. Tell us which in your reply.

7. Read it back before the window closes

Most changes we receive could have been caught by a slow read of the confirmation email. Here is the checklist we would use ourselves if we were ordering for the person we love:

1. Names. Is every letter right, including the second “n” in Anna or the accent your partner always uses? Are the two names in the order you want them, and joined the way you like: “Sam & Lee”, “Sam + Lee” or “S & L”?
2. The date. Read it as numerals. 06.04.2021 means June 4 to someone in the United States and 6 April to someone in Australia or New Zealand. Write the date the way your partner reads dates, because they are the one who will look at it every day.
3. The year. The year you met, the year you married and the year you moved in are easy to mix up when you are typing fast. If the gift is for your second anniversary, check that the year printed is the one that started it.
4. The photo. Did you send the original from your camera roll, not a screenshot? Is it the version where both of you have your eyes open? Is it a photo your partner is happy to see printed? The Photo help page has a short checklist.
5. Size and colour. For shirts, compare with a shirt your partner already wears and likes; the Size Guide explains how. Sizes run from S to 5XL.
6. Address. If the gift is a surprise, is it going to the right door, and will someone be there to take it in?

If anything on the list makes you pause, email us inside the 24 hours. Asking costs nothing, and a correction made now saves a return later.

8. A word on date formats

Our gifts often carry a date as numerals, such as 09.21.2024, because a date written this way is quiet and personal: only the two of you know what it means. That also means we cannot guess which format you intended. We print the numbers exactly in the order you typed them, with the separators you chose, dots, slashes or dashes. If you would like us to switch the order from month-first to day-first, or the other way round, that is a free change within 24 hours. After printing, a date typed one way but meant another counts as a change of mind and can come back within 60 days with our free label.

9. Changes on gifts sent to your partner

If the parcel is going straight to your partner, all changes still come from you, the buyer, using the email address on the order. We never contact the recipient to confirm text or sizes, because that would spoil the surprise. If something needs checking, we write to you.

10. When we cancel an order

Rarely, we may need to cancel an order ourselves. That can happen if:

• the typed text includes a team, brand, character or other name we are not allowed to print, or someone else’s artwork;
• no usable photo arrives and we cannot reach you;
• the delivery address is outside the four countries we ship to;
• a payment could not be confirmed.

If we cancel, we email you first with the reason, and if you have paid, we refund the full amount within 7 days of that email. Where a simple change would let the order go ahead, such as different wording, we offer that before cancelling.

11. Common situations

“I typed our names in the wrong order.”

Within 24 hours, email us the names in the order you want. There is no charge, and the gift is printed as corrected.

“I ordered the same set twice.”

Within 24 hours, tell us which order number to cancel. We cancel it before printing and refund it within 7 days.

“My partner might see the parcel; can it go to my office?”

Yes, within 24 hours we can change the delivery address to any address in the United States, Canada, Australia or New Zealand.

“I sent the wrong photo.”

Send the right one with your order number. If we have not printed yet, we use the new photo, and the making time counts from the new photo.

“It has been two days and I want a different size.”

It may already be made. Ask us; if it is too late, wait for delivery and use the free 60-day exchange.

“Can I cancel just one of two matching shirts?”

Yes. Within 24 hours, tell us which item to remove. The other shirt is made as ordered and ships on its normal timing, and the refund for the cancelled shirt is sent within 7 days of our confirmation.

“I want to add a short line under the names.”

Within 24 hours, send the line exactly as it should read. If the product offers that field as a paid add-on, we tell you the amount before changing anything, and nothing is charged without your yes.

“The anniversary moved; can you hold the order?”

Write to us within 24 hours with the new date. We cannot keep finished gifts in storage, but if nothing has been printed yet we can talk through cancelling now and ordering again closer to the day.

12. Contact us

Email support@giftink.shop with your order number and the change you need. We reply within 24 hours on business days. More answers are in the Help Center and the FAQs. Gift Ink, 2248 Rugby Row, Madison, WI 53726, US.