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\nFamilies change plans. A cousin cancels the reunion trip, the baby arrives early and the “big sister” shirt now needs a different size, or you notice that the apartment number is missing from Grandma’s address. This page explains what can still be changed after you click “Place order”, how quickly you need to tell us, and what happens to your money if an order is cancelled.
\nEvery Kin Folk Tee piece is printed after you order. Once a shirt has been printed with a design in a particular size and colour, it cannot be turned back into a blank. To give you a fair chance to fix mistakes before that happens, we hold a 24-hour window from the moment your order is placed. Requests received inside that window are almost always possible, provided the order has not already been printed and shipped.
\nAfter 24 hours, production may have started. We will still do our best, and we will tell you honestly whether a change is possible. If it is not, the return and exchange route remains open once the order arrives.
\nThe window starts at the time shown on your order confirmation email and is measured by the time your email reaches us. Weekends and holidays count, so an order placed on Saturday morning can be cancelled until Sunday morning. Because we reply within 1 business day, a request sent within the window is honoured even if our reply comes after it closes.
\nPlease do not place a second order to “replace” the first one without telling us. Two orders can end up in production at the same time, and then both will ship.
\n| Change | \nWithin 24 hours | \nAfter 24 hours, not yet shipped | \nAfter shipping | \n
|---|---|---|---|
| Cancel the whole order | \nYes | \nOnly if production has not started | \nNo; use a return | \n
| Remove one item | \nYes | \nOnly if that item has not been printed | \nNo; return that item | \n
| Change size or colour | \nYes | \nOnly if that item has not been printed | \nNo; request an exchange | \n
| Correct or change shipping address | \nYes | \nUsually yes | \nWe try with the carrier, no guarantee | \n
| Add an item | \nPlace a new order | \nPlace a new order | \nPlace a new order | \n
| Change to a different design | \nYes, as cancel and reorder | \nOnly if not printed | \nReturn and reorder | \n
We cannot add items to an order that has already been paid for, because the payment is fixed when you check out. Just place a second order for the extra items. Shipping is free either way, so splitting it costs you nothing extra. If you want both orders to travel together, mention it in your email and we will try to ship them at the same time.
\nOnce a parcel is with the carrier, we cannot cancel it or change what is inside. You have two options:
\nPlease do not refuse delivery of a parcel to cancel an order. Refused international parcels can be destroyed or held at customs, and a refused parcel may take many weeks to reach us, which delays any refund.
\nWhen we confirm a cancellation, you are refunded the full amount paid for the cancelled items. If you cancel the whole order, that is everything you paid. The refund is issued within 7 calendar days of our confirmation, back to the original payment method. Your bank may need extra time to show it. For more about timing, see the Refund Policy.
\nIf you only removed one item, only that item is refunded. If the order used a discount code, the refund matches what you actually paid for the item after the discount.
\nOccasionally we may need to cancel an order ourselves. Reasons include:
\nIf we cancel, we email you with the reason and refund the full amount for the affected items within 7 calendar days. Where it makes sense, we will offer you an alternative first, such as a different colour, before cancelling anything.
\nKnowing the stages makes it easier to see why the first day matters so much.
\n| Stage | \nWhat we are doing | \nCan you still cancel or change? | \n
|---|---|---|
| Order received | \nPayment confirmed, confirmation email sent | \nYes, inside 24 hours | \n
| Queued for printing | \nYour items wait for the right press and blank | \nUsually yes, inside 24 hours | \n
| Printing | \nThe design is printed on your garment or mug | \nAddress changes only | \n
| Quality check and packing | \nWe inspect each print and pack your parcel | \nAddress changes only | \n
| Shipped | \nThe carrier has your parcel; tracking email sent | \nNo; return or exchange after delivery | \n
You can see which stage your order is in on the Order Tracking page. “Processing” in WooCommerce covers the first four stages; “Completed” means it has shipped.
\nIn a family order of ten or twelve pieces, it is common for one person to drop out or change their mind about a colour. You do not need to cancel the whole order. Tell us which line to remove or change, and we adjust only that item. The rest of the order continues through production as normal, so the people whose sizes are settled are not held up. If removing an item drops the order below the value needed for a discount code you used, we will explain any effect on the discount before confirming.
\nFor reunions, birthdays and holiday photos, the 24-hour window is your best friend. Once you have placed the order, forward the confirmation to the family group chat and ask everyone to check their name, size and colour that same evening. Fixing a size inside the window costs nothing. Fixing it after delivery means a return and a reprint, which takes time you may not have before the event.
\nIf you accidentally placed the same order twice, for example after a slow payment page, email us right away with both order numbers. Inside the 24-hour window we cancel the duplicate and refund it in full. Outside the window, if both orders have shipped, the extra items can be returned under our normal returns policy, and because the mistake was an honest one we will look at the return postage case by case.
\nIf you bought something as a gift, only the person who placed the order can cancel it or change the shipping address, because the order and payment are in their name. Recipients can still exchange a size after delivery by contacting us with the order number or the buyer’s name and shipping postcode.
\nEmail us within 24 hours with the order number and “change M to L”. If the order has not been printed, we switch it and confirm by email. There is no charge for this kind of change when we catch it in time.
\nIf you are inside the 24-hour window, we cancel and refund in full. If the shirts have already shipped, you can return them unworn within 60 days of delivery for a refund of the item price.
\nWrite straight away. Before shipping, we correct the address. After shipping, we contact the carrier and update you within 1 business day.
\nWe cannot move a payment from one card to another. Inside the window, we cancel the order and refund it to the card used, and you can reorder with the right card.
\nOnce a shirt has been printed, the colour cannot be changed. Let it arrive, then request an exchange within 60 days of delivery. For a change of mind, the return postage is yours and we pay to ship the new colour. If you tell us before you post the return, we can often start printing the replacement early so it reaches you sooner.
\nCheck your spam or promotions folder first. If there is still nothing, email us with the name and email used at checkout. We will confirm whether the order exists before you try again, so you do not end up with two of everything.
\nEmail support@kinfolktee.com or use Submit a Ticket. We reply within 1 business day. Check the status of your order any time on the Order Tracking page, and see the FAQs for quick answers. Kinfolktee, 208 Wynbrook Dr, Nashville, TN 37221, United States.
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