Cancel or Change an Order
Last updated:
You placed an order and then realised the jersey should have been a 3XL, your teammate wants a hoodie too, or the apartment number is missing from the address. It happens all the time, and the quicker you tell us, the easier it is to fix. This page explains how to cancel an order or change its sizes, items, quantity or delivery address, what we can still do once packing has started, and how fast you get your money back when an order is cancelled.
Cancellations and changes at a glance
- Free changes and cancellations: within 24 hours of placing your order, as long as it has not shipped.
- After 24 hours: we still try to help until the parcel is handed to the carrier, but cannot guarantee it.
- Already shipped: accept the parcel and use our 60-day returns and exchanges instead.
- Refund for a cancelled order: the full amount, including any shipping charge and taxes, received within 7 calendar days of our confirmation.
- How to ask: email support@jerseyheaven.com with your order number; we confirm within 1 business day.
1. Why there is a 24-hour window
Our items ship from stock in the USA and we aim to have every order packed within 1–3 business days. That speed is good news when you are waiting for a game-day jersey, but it means an order can be picked, packed and labelled quite soon after you check out. The 24-hour window gives you a guaranteed period in which any change or cancellation is free and certain, provided the parcel has not already been handed to the carrier. After that, an order may already be sealed and waiting for collection.
The window runs from the time shown on your order confirmation email. For example, an order placed at 8:15 pm on a Tuesday can be changed or cancelled free of charge until 8:15 pm on Wednesday, unless it ships before then. If you think you might need a change, tell us as early as possible; you can always follow up with more details afterwards.
2. How to request a cancellation or change
- Email support@jerseyheaven.com or submit a ticket with the word “Cancel” or “Change” in the subject line so it is prioritised.
- Include your order number, the email address you used at checkout, and exactly what you want: for example “change jersey from L to XL” or “cancel the whole order”.
- We reply within 1 business day to confirm. Your request is final only when you receive our written confirmation, so please keep an eye on your inbox and spam folder.
Please do not place a second order to replace the first one without telling us; that can lead to two parcels arriving. Ask us to change the original order instead, and we will update it in one step.
3. Changes we can make before your order ships
- Size: switch any item to a different size, from S up to 5XL, if that size is available.
- Style: switch to another style of the same product.
- Quantity: add more of an item, for example when another teammate decides to join the order, or reduce the quantity.
- Items: add a different product or remove one.
- Shipping address: correct a typo, add a missing unit number or send the parcel to a different address within the United States, Canada, Australia or New Zealand.
- Contact details: correct the email address or phone number used for delivery updates.
- Personalised details: if a product offers personalisation, correct a name or number before it is produced.
When a change affects the order total, we tell you the new amount before we do anything. If the total goes up, we send you a secure way to pay the difference and only make the change once you agree. If it goes down, we refund the difference, received within 7 calendar days.
4. What we cannot change after checkout
A few things are fixed once an order is placed. We cannot move an order to a country we do not ship to, and we cannot switch the payment method used for the original charge. If you want to pay a different way, the cleanest route is to cancel within the 24-hour window and place a new order. We also cannot combine two separate orders into one parcel once either has been packed, although we can often ship them on the same day if you ask early.
5. Requests after the 24-hour window
We still read every late request and try to help. If the parcel has not left us, we usually can make the change, and we will tell you honestly if it is too late. What we cannot do is guarantee it, because the order may already be with the carrier by the time we see your message. Late requests are handled in the order they arrive, so the earliest messages get the best chance.
6. If your order has already shipped
Once a parcel is with the carrier, it can no longer be cancelled. Please accept the delivery, then start a return or exchange under our Returns & Exchanges Policy. You have 60 days from delivery to do that, and size exchanges are the most common request we handle. If you only need a different delivery address, email us and we will ask the carrier to redirect the parcel; the carrier decides whether a redirect is possible and whether it adds time.
Please do not refuse delivery as a way of cancelling. A refused international parcel can be held, returned slowly or charged import fees on the way back, and it delays your refund. Accepting it and returning it through the normal process is faster and safer.
7. Refunds when an order is cancelled
When we confirm your cancellation, we refund everything you paid for that order, including any shipping charge and taxes, to your original payment method. It is received within 7 calendar days of our confirmation email. If only part of the order is cancelled, for example one hoodie out of three items, we refund that item and any charge that applied to it. You can read the full rules in our Refund Policy.
8. When Jerseyheaven cancels an order
Sometimes we have to cancel an order ourselves. The usual reasons are that a size sold out before your order could be packed, a price or product detail was displayed incorrectly, a payment could not be verified, or the address could not be delivered to. If that happens we email you straight away, explain the reason and refund the full amount, received within 7 calendar days. Where possible we also suggest an in-stock alternative, such as the same jersey in another colourway, and you can decide whether you want it.
9. Common change requests and what happens
| Request | Within 24 hours, not shipped | After 24 hours, not shipped | Already shipped |
|---|---|---|---|
| Change a size | Done free | Usually possible, not guaranteed | Exchange within 60 days of delivery |
| Add an item | Added, you pay only the new item | Usually possible, or we suggest a new order | Place a new order |
| Remove an item | Removed and refunded | Usually possible, not guaranteed | Return within 60 days of delivery |
| Fix the address | Done free | Usually possible, not guaranteed | We ask the carrier to redirect |
| Cancel everything | Full refund | Full refund if we stop it in time | Return within 60 days of delivery |
10. A few examples
Ordering for a rec-league team
You order nine jerseys on Monday evening and a tenth player signs up on Tuesday morning. Email us before Monday evening’s 24 hours run out and we add the tenth jersey to the same order, so the team’s kit arrives together.
Wrong size spotted straight away
You chose M by mistake instead of XL. A one-line email within 24 hours is all it takes; we switch the size and confirm the change.
Moving house next week
Send us the new address as soon as you know it. If the order has not shipped, we update it free of charge. If it has, we ask the carrier for a redirect and keep you posted.
11. Orders with a discount code
If you used a valid discount code and then change the order, we keep the discount wherever its terms still allow it. For example, a percentage discount carries over to a new size of the same jersey at no extra cost. If you remove items and the order no longer meets a condition the code required, such as a minimum quantity, we explain the effect before making the change so there are no surprises on your statement. When you cancel an entire order within the window, the code is treated as unused wherever its terms allow us to reinstate it.
12. Gift orders and changing the recipient
Buying a jersey as a surprise? You can change the recipient’s name or delivery address within 24 hours in the same way as any other address change. If you would like us to leave the order paperwork out of a gift parcel, mention it in the same email and we will tell you whether we can do that for your order. If you want to switch an item to a different size after the recipient has tried it on, the gift recipient can request an exchange within 60 days of delivery, and the original purchaser stays in control of any refund.
13. Cancelling an order to Canada, Australia or New Zealand
The 24-hour window and full refund apply to international orders exactly as they do in the United States. Cancelling before shipment is especially worthwhile for international orders because it avoids the time and possible customs paperwork of a return. If your international parcel has already shipped, please do not refuse it at the door: accept it and contact us so we can arrange a return or exchange under the normal 60-day process.
14. What you will see after a change or cancellation
Every confirmed change or cancellation is recorded on your order, and you receive an email describing exactly what was changed. If you created an account, the updated order also appears under My account. A cancelled order shows as cancelled, and the refund confirmation email includes the amount and the date it was processed, which is useful if you need to check your bank statement later. Keep these emails until the refund has appeared on your statement.
15. Keeping your order secure
To protect you, we only make changes requested from the email address used at checkout, or after we have confirmed details that only the purchaser would know, such as the order number and the billing ZIP or postal code. We will never ask for your card number, security code or account password to change an order. If you receive a message claiming to be from us that asks for those details, do not reply; forward it to support@jerseyheaven.com.
16. Talk to our team
Just placed an order and need a hand? Email support@jerseyheaven.com with your order number and we reply within 1 business day. You can also follow your parcel on Order Tracking, check delivery times on Shipping & Delivery or browse the Help Center.