Cancel or Change an Order
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Every Thread Well piece is embroidered to your selection and your Order notes, which means the first hours after you order matter. This page explains how to cancel an order, or change the letters, name, thread colour, size, garment colour or delivery address, how long you have to do it, what happens once embroidery has started and how the money side works when an order is cancelled. If you need to change something right now, skip to section 2 and email support@threadwell.shop with your order number.
Changing your mind, at a glance
- Change or cancel window: within 24 hours of placing your order.
- What you can change: letters, names, dates, thread colour, size, garment colour, Style or Placement option, quantity and delivery address.
- After 24 hours: write to us anyway; if your piece has not been embroidered yet we will try to help, but we cannot promise it.
- After it ships: keep the parcel and use our 60-day returns with a free label.
- Refund for a cancelled order: the full amount you paid, issued within 7 days of confirming the cancellation.
1. Why there is a 24-hour window
Our preparation time is 1-3 business days, and embroidery is the first thing that happens. Once a name has been stitched into a sweatshirt, it cannot be unpicked and reused, because the needle leaves holes in the fabric. The 24-hour window gives you time to read your confirmation email calmly, check the spelling of every name and, if needed, tell us before the piece is made.
The window counts from the time on your order confirmation email, day or night, weekday or weekend. An order placed at 9:40 pm on a Thursday can be changed or cancelled until 9:40 pm on Friday.
2. How to ask for a change or cancellation
- Email us at support@threadwell.shop, or use Submit a Ticket. Put “Change” or “Cancel” and your order number in the subject line.
- Say exactly what should change. Write the corrected text exactly as it should be stitched, including capitals, accents and spaces, for example: “Please change the sleeve names from NOAH, ELA, MAX to NOAH, ELLA, MAX.”
- Use the email address from your order if you can. It helps us confirm the request is yours.
- Wait for our confirmation. A change or cancellation is final once you receive our reply confirming it. We reply within 24 hours on business days, and we act on requests in the order they arrive, using the time your email was sent.
3. What can be changed
| What you want to change | Within 24 hours | After 24 hours, before shipping | After shipping |
|---|---|---|---|
| Letters, name, date or wording in your Order notes | Yes | Only if not yet embroidered | Return within 60 days |
| Thread colour | Yes | Only if not yet embroidered | Return within 60 days |
| Size | Yes | Only if not yet embroidered | Exchange within 60 days |
| Garment colour, Style (Tee, Crewneck, Hoodie) or Placement (Left Chest, Full Chest) | Yes | Only if not yet embroidered | Exchange within 60 days |
| Add or remove a piece | Yes | Ask us; usually a new order | Return within 60 days |
| Delivery address | Yes | Yes, until the parcel is handed over | Ask us; carrier options vary |
| Cancel the whole order | Yes, full refund | Only if nothing has been embroidered | Return within 60 days |
If a change affects the price, for example moving from a Left Chest to a Full Chest placement, from a Tee to a Hoodie, or from L to 2XL, we tell you the difference first. We only charge more once you agree; if the new total is lower, we refund the difference.
4. The most common change: a spelling correction
Most change requests are about letters. A few examples of what we see, and how to phrase your email so the fix is quick:
- A misspelt name. You ordered a script name tee for “Katelyn” and realise five hours later that she spells it “Kaitlyn”. Write: “Order 1234: please change Katelyn to Kaitlyn.” That is all we need.
- Monogram letter order. A classic three-letter monogram usually puts the surname initial in the larger middle position. If you typed “J M S” but meant first initial J, surname S, middle M, write: “Please stitch J S M, with S large in the middle.”
- A forgotten thread colour. If you did not mention a thread colour and the product had no thread option, we use the colour described on the product page. Want something else? Tell us within 24 hours.
- A wedding year. For a bridal crewneck with the year on the cuff, double-check the year, particularly for winter weddings that fall just after the new year.
We do not send a proof or mockup before production. The 24-hour window is your proof stage, so it is worth reading the Order notes in your confirmation email one more time.
5. Cancelling an order
To cancel, email us within 24 hours with your order number and the word “Cancel”. When we confirm the cancellation, you receive a full refund of everything you paid, issued within 7 days of that confirmation back to your original payment method, or as store credit that never expires if you prefer. Our Refund Policy explains refund methods in more detail.
You can also cancel part of an order. For example, if you ordered four teacher crewnecks and one teacher has already bought her own, tell us which one to remove and we refund that piece.
6. After the 24 hours
Write to us anyway. If your piece has not yet reached the embroidery stage, we will try to make the change or cancel, and tell you honestly if it is too late. Once a piece has been embroidered, we cannot cancel it or change the stitching, but you are not stuck: once it arrives, you can return it within 60 days of delivery with a free return label, or exchange it for a different size or colour, as described in our Returns & Exchanges Policy.
7. Changing the delivery address
An address can be corrected until the parcel is handed to the carrier, even after the 24-hour window for embroidery changes has passed. Email us with the full corrected address. Common fixes include a missing apartment number, a postal code typo, or sending a gift to a grandmother’s house instead of your own.
Once the parcel has shipped, we cannot edit the address ourselves. Contact us and we will tell you what the carrier allows; we cannot promise a redirect. See Shipping & Delivery for more about addresses.
8. Orders for groups, clubs and families
Large personalised orders have more places for a small mistake to hide: a size swapped between two club members, a name missing from a list, a thread colour that should differ for one piece. When you place a group order, we suggest you:
- Write every piece in your Order notes in the same order as the items in your cart, with size, colour and the name or letters for each.
- Read the confirmation email against your original list within the first few hours.
- Send all corrections in one email, so we can update the whole order at once.
If you are collecting sizes from several people, it can be easier to wait until you have every answer before ordering. There is no deadline on our side for placing an order, but the 24-hour window starts once you do.
9. When Thread Well cancels an order
Very occasionally we may need to cancel an order ourselves, for instance if a garment colour or size becomes unavailable and you would rather not switch, if a price was shown incorrectly, if a payment cannot be confirmed or if the delivery address is outside the countries we ship to. We always email you first, explain why and refund the full amount.
We may also decline to stitch wording that uses someone else’s trademark, team or school logo, or words that are abusive. If your Order notes include something like that, we will contact you to agree different wording or cancel with a full refund. Our Intellectual Property Policy explains why.
10. A checklist before (and just after) you order
Most changes can be avoided with two minutes of checking. Before you press the order button, and again when your confirmation email arrives, run through this list:
- Size. Tops are unisex, from S to 3XL (quarter-zips S to 2XL). If you are between sizes, our Size Guide explains how to compare with a garment you already own.
- Garment colour. Screens show colours slightly differently. If a shade matters, for example Sand versus Ivory, or Navy versus Black, read the colour name as well as looking at the swatch.
- Thread colour. Chosen on the product page where there is a thread option; otherwise written in Order notes. Light thread on dark garments and dark thread on light garments reads most clearly.
- Letters and names. Capitals, spelling, accents, spaces and full stops (“Mrs.” or “Mrs”). We stitch exactly what is typed.
- Letter order. For monograms, say which letter is the large centre one if it matters to you.
- Style and Placement. Check that a “pick your garment” top is set to Tee, Crewneck or Hoodie as intended, and that the Left Chest or Full Chest option is the one you want.
- Delivery address. Especially when sending a gift straight to someone else.
11. Changes during busy seasons
In the weeks before Mother’s Day, back to school, Halloween and the winter holidays, many orders are placed close to their deadline. Our 24-hour window stays the same all year, but a change that resets an order, such as switching from a Crewneck to a Hoodie, means the piece is prepared from the start again within our usual 1-3 business days. If your order is for a fixed date, please make any changes as early as you can, and remember that transit to the United States, Canada, Australia and New Zealand is usually 7-14 business days. We cannot promise a particular delivery date after a late change.
One more practical note: if you need to change several things at once, such as two sizes and a thread colour in a family order, send them in a single email rather than several. It lets us update everything together and reduces the chance of one change being missed.
12. What we cannot change
- Embroidery that has already been stitched. Thread cannot be removed without marking the garment.
- A parcel that has already been handed to the carrier, other than through the carrier’s own options.
- Wording that would use someone else’s logo, trademark or protected design.
We also cannot hold an order unprepared indefinitely while details are decided. If you are still waiting on a name or a size from someone, it is usually better to cancel within the 24 hours and place a fresh order once you have everything, rather than leave an order open. A cancellation within the window is refunded in full, so there is no cost to starting again.
In each of these cases, our 60-day return window with a free return label is still there for you once the piece arrives.
13. Questions about a recent order
Email support@threadwell.shop with your order number; we reply within 24 hours on business days. You can also check your order status on Order Tracking or browse the Help Center.
Thread Well, 7660 W Windrush Lane, Franklin, WI 53132, US.