Cancel or Change an Order
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Team sheets change. The fly-half pulls a hamstring, the new prop turns out to be a 4XL, and someone notices that the captain’s name has been spelled the way his mother spells it, not the way he does. This page explains how to cancel a Stripe Club order or change it, the 24-hour window that applies, what can be changed inside it, what happens after it closes, and how the refund works when an order is cancelled.
Cancelling or changing at a glance
- Window: 24 hours from placing your order.
- How: email support@stripeclub.shop with your order number and exactly what you want cancelled or changed.
- What can change: size, hoop recipe, club name, name on back, number, the “Number on the front too” option, and the delivery address.
- Refund for a cancelled order: sent within 7 days.
- After 24 hours: the order may already be printed or on its way; our 60-day returns with a free label apply once it arrives.
- Replies: within 24 hours on business days, by email only.
1. Why the window is 24 hours
Every Stripe Club item is printed after it is ordered, and we start making orders within 1-3 business days of them being placed. Once the hoops, the name and the number are printed, they cannot be unprinted. The 24 hours is the time we can reliably keep an order open to changes before it goes into production.
The window runs for 24 hours from the time on your order confirmation email, whatever the day of the week. An order placed at 9:40 pm on a Thursday can be cancelled or changed until 9:40 pm on Friday. We count the window from when your email reaches us, so send your request as soon as you know, rather than at 9:38 pm.
No proof, so this is your proof
We do not send a proof or mock-up before we print. Your order confirmation email is the nearest thing to one: it shows the hoop recipe line, the club name, the name on the back, the number and the size for each item. Read it the moment it arrives. If anything on it is not what you meant, this page is where you fix it, inside the 24 hours.
2. How to cancel or change an order
- Find your order number. It is in the subject line and body of your order confirmation email.
- Write to us. Email support@stripeclub.shop from the address you used at checkout, or use our Submit a Ticket page. Start the subject line with “Cancel” or “Change” followed by the order number.
- Say exactly what you want. For a cancellation, say whether it is the whole order or particular items. For a change, give the old and the new value side by side.
- Wait for our confirmation. We reply within 24 hours on business days. The change or cancellation is done when you receive our written confirmation, not when you send the request.
Writing a change request that cannot be misread
Printing goes letter by letter, so the clearer the request, the better. Compare these two:
- “Can you fix the name on Dave’s shirt?”
- “Order 4821, item 3, size XL. Name on back: change MACKENZY to MACKENZIE. Number stays 6.”
The second one is done in one reply. The first one starts a conversation, and the 24 hours keeps running while we have it.
3. What can be changed inside the 24 hours
| What you want to change | What to tell us | Things to check before you ask |
|---|---|---|
| Size | Item, old size, new size | Adult S to 5XL, youth YXS to YXL; 2XL and 3XL are $3 more, 4XL and 5XL are $5 more |
| Hoop recipe on a Mix Your Own jersey | The full new recipe line from the mixer | Copy the line exactly, for example “6 hoops · 3 in · Bottle / Old Gold / Oat” |
| Club name across the chest | The new club name, spelled out | Up to 20 characters, printed as plain text |
| Name on back | Old and new name, letter by letter if unusual | Up to 12 characters, printed in capitals; say if it has an apostrophe or a hyphen |
| Number | Old and new number | 0-99; think about contrast against the hoops |
| “Number on the front too” | Add it or remove it, and on which item | The option is $4 |
| Delivery address | The full corrected address | Unit or flat number, ZIP or postal code; US, Canada, Australia or New Zealand only |
| Cancel one or more items | Which items, by size, name and number | The rest of the order carries on as placed |
If a change alters the price of the order, for example moving a jersey from L to 3XL or adding the number on the front, we tell you by email what that means for the total and how it will be handled before we make the change. Nothing is changed on a price you have not seen.
Names with apostrophes and hyphens
Twelve characters is the limit for the name on the back. “O’BRIEN” fits with its apostrophe; “FARRELL-JONES” is thirteen characters with the hyphen and will not. If your change involves one of these, tell us whether you want the punctuation printed, and check the character count yourself before you write. If the name needs shortening, you choose the short form; we will not pick one for you. “FARRELL-JNS” or “F-JONES” are both fine, as long as the email says which one.
Numbers that can be read from the touchline
A dark number on dark hoops can disappear at twenty yards. If you have just looked at your confirmation and realised the navy number is going on navy and maroon hoops, the 24-hour window is the time to switch to a contrasting number colour or the number box in the mixer, if your product offers them. Tell us the change in plain words, item by item.
4. Changes on club and team orders
Club orders change more than any other kind, and almost always for the same reason: the team sheet. One player drops out, a late joiner wants in, or three people turn out to want number 8 for the old boys’ game. A few things make this easier.
- One voice. Ask the person who placed the order to send every change. Requests from several players about the same order make it hard to know which instruction is the last word.
- One list. Send the whole corrected list in one email, each shirt with size, name and number, rather than a string of corrections.
- Adding shirts. If a late joiner wants number 17 in the side’s hoops, the quickest route is a separate new order using the same hoop recipe line. Free shipping applies to a single jersey, so nothing is lost by ordering it on its own.
- Removing shirts. Cancel the item inside the 24 hours and the refund for it is sent within 7 days; the rest of the order carries on.
5. After the 24 hours
Once the window has closed, your order is in our making queue or already made, and we cannot promise to cancel or change it. Email us anyway with the order number and what you need. We will tell you where the order stands and what, if anything, can still be done.
If it cannot be changed, you are not stuck. When the parcel arrives, every item can be returned within 60 days, with a free return label from us, including personalised jerseys and change-of-mind returns. Our Returns & Exchanges Policy explains how, and our Refund Policy explains the money.
Wrong address after the window
If you notice a wrong address after the 24 hours, email us straight away with the order number and the correct address. We will look at it with you. Once a parcel has been handed to the carrier, the carrier decides whether a delivery address can be changed. More on addresses is on our Shipping & Delivery page.
6. Refunds for cancelled orders
When we confirm a cancellation made within the 24 hours, the refund is sent within 7 days of that confirmation, to the payment method used for the order. For a whole-order cancellation, that is everything you paid. For a partial cancellation, it is what you paid for the cancelled items, including any size step or “Number on the front too” option on them. Shipping is free on every order, so there is no shipping charge involved either way.
After we send the refund, how quickly it appears on your statement depends on your bank or payment provider. If you would rather keep the value as store credit, which never expires, say so in your cancellation email. See the Refund Policy for the details.
7. Common situations
I ordered the wrong size for a gift
Inside 24 hours, email us with the order number and the new size. If you are unsure which size to change to, our size guide explains how to measure a shirt that already fits him: lay it flat and measure across the chest from armpit to armpit. After 24 hours, the gift can still come back within 60 days with a free label.
I placed the same order twice by accident
Email us with both order numbers and say which one to cancel. Inside 24 hours of the duplicate, it is cancelled and the refund for it is sent within 7 days.
I changed my mind about the colours
Inside the window, send us the new recipe line from the mixer. Remember that colours on screen vary by display, and printed colours can look slightly different from the drawing.
Can I change to faster delivery?
No. There is one shipping service and it is free on every order: 1-3 business days to make, then 7-14 business days in transit to the US, Canada, Australia or New Zealand. We do not offer a paid faster option, so a change request cannot shorten that. If a date matters, such as the first fixture or a sevens weekend, count back at least 17 business days and add some margin.
I bought a set-pattern jersey and now want to build my own in the mixer
A jersey from Even Hoops and a Mix Your Own jersey are different products at different prices, so this is not an edit to the existing line. Inside 24 hours, cancel the set-pattern jersey by email and place a new order through the mixer. The refund for the cancelled jersey is sent within 7 days.
The squad list changed after I ordered
A sevens squad from Brisbane orders twelve jerseys on a Monday and swaps two players on Tuesday morning. If the Tuesday email reaches us inside 24 hours of the order, send the two shirts’ old and new names and numbers and we will confirm the change. If the window has closed, the two shirts arrive as ordered; they can come back within 60 days with a free label, and the new players’ shirts can go on a fresh order.
I want to change the club name to something that belongs to a real club or league
We print original hoop patterns and a club name as plain text only. We do not print club crests, league or union marks, sponsor logos or copies of an existing club’s kit, so a change that asks for one of those cannot be made.
8. Contact us
Email support@stripeclub.shop with “Cancel” or “Change” and your order number in the subject. We reply within 24 hours on business days, by email only. You can check the status of an order on Order Tracking, and our FAQs cover most other questions.
Stripe Club, 64A Whispering Pines Rd, New Waverly, TX 77358, US.