Cancel or Change an Order

Last updated: October 31, 2026

You pressed “Place order” and then it hit you: the grandchild’s name has two n’s, not one. Or the photo link you pasted opens your holiday album instead of the dog. It happens to everyone. This page explains how to cancel a Sock Joy order or change the details on it, what we can change, how fast you need to tell us, and what your options are once your socks are already being made.

Why personalised socks have a 24-hour window

Every Sock Joy pair is personalised with the names, dates and photo links you write in the order notes box at checkout. Nothing is pre-printed. That is what makes a pair of socks covered in your cat’s face so delightful, and it is also why the clock matters. Processing takes 1-3 business days, and once a face is printed onto a sock, it cannot be unprinted.

So we hold a window of 24 hours from the moment you place your order. Inside that window, we can usually change or cancel the order. After it closes, your pairs may already be in production, and we cannot promise any change.

We do not send a proof or a mockup before production. We work from exactly what your notes say. The 24-hour window is your chance to read your confirmation email carefully and catch anything that is not quite right.

What you can change within 24 hours

Inside the window, these are the details we can update for you.

Names and text

Spelling matters on socks that carry someone’s name. When you send a correction, type the new text exactly as it should appear, including capital letters and accents. If your order includes several personalised pairs, say which pair the new text belongs to, for example “the Kids pair for Lily, not the Men’s pair for Grandpa”. On memorial pet socks, please double-check names and years together; we will make the change carefully and confirm it back to you.

Photo links

The most common change we see is a photo link that will not open. You click it and see your photo because you are signed in to your Google Drive; we see “access denied”. Change the sharing setting to “anyone with the link can view”, paste the new link into your email, and tell us which pair it is for. You may also want to send a better photo. A blurry screenshot of your cat taken at night will print as a blurry cat; a well-lit, in-focus photo of the face gives a much clearer result. Inside 24 hours, swapping the link is easy.

Sizes

If you ordered a family pack and put Dad in Women’s by mistake, tell us which pair should switch. Our Size Guide explains how to choose between Kids, Women’s and Men’s. Some designs only come in Women’s and Men’s, so if you ask for a size the product does not offer, we will reply with the options.

Shipping address

Moving the delivery from your home to Grandma’s address in Canada? That is fine within the window, as long as the new address is in the United States, Canada, Australia or New Zealand. Send the complete address, not just the part that changed. See Shipping & Delivery for delivery times.

If a change affects the price

Most of the changes above do not change your total. If a change would make a difference, for example adding pairs to a pack, we tell you first and only go ahead once you agree. Sometimes the simplest route is to keep the original order as it is and place a new one for the extra pairs.

How to ask for a change or cancellation

1. Find your order number in the confirmation email you received after checkout.
2. Email support@sockjoy.shop with the subject “Change” or “Cancel” followed by your order number.
3. Write exactly what should change, pair by pair, or say clearly that you want to cancel.
4. Send it from the email address used at checkout if you can; it helps us confirm the order is yours.
5. Wait for our reply. Your change is confirmed when we write back to say it has been made.

The 24 hours are counted from the time on your order confirmation, and the time your email reaches us is what counts. We reply within 24 hours on business days. Sending your request quickly gives us the best chance to catch your order before production. You can also use Submit a Ticket if you prefer.

Write once, write it all

If you have more than one thing to fix, put everything in the same email. Several separate messages about the same order, sent minutes apart, are easy to mix up when we are matching names to pairs. One clear list keeps your socks right.

Two examples: 3 hours later and 2 days later

Spotted after 3 hours

You ordered a pair of crew socks with your granddaughter’s face and her name, Isabella, around the cuff. Three hours later you notice you typed “Isabela”. You email us with the order number and “Please change the name to Isabella, with two l’s”. That is inside the 24-hour window, so we update the notes before production and confirm it back to you. Done.

Spotted after 2 days

Same socks, but this time the typo shows up two days later, when you re-read the confirmation email. The window has closed and your pair may already be printed. Email us anyway: if the order happens to still be untouched, we will tell you. If it has already been made, the socks will be sent as ordered, and once they arrive you can use our 60-day return route described below.

Cancelling part of an order

You do not have to cancel everything. If you ordered a four-pair family pack and one cousin has dropped out of the holiday photo, you can ask us within 24 hours to remove that one pair, or to swap it for a different face. If you ordered several separate products in one checkout, for example a pair of funny feet socks and a sock gift set, you can cancel one and keep the other. Tell us exactly which item or pair should go. Where a pack is sold as a fixed number of pairs, we will reply with the options before changing anything, so you are never surprised by the result.

Partial refunds

When part of an order is cancelled in time, we refund the amount for the cancelled items to your original payment method, and the rest of your order carries on as normal. The remaining pairs keep their place in the queue; a partial cancellation does not restart processing for the whole order.

Your five-minute check after ordering

The confirmation email arrives within minutes of checkout. Open it while the order is still fresh in your mind and run through this short list. It is the best way to make the 24-hour window count.

1. Names and dates: read each one letter by letter, out loud if it helps. Pay special attention to double letters, accents and years.
2. Photo links: click each link from the email in a private browser window. If you are asked to sign in, the link is private and needs a sharing change.
3. Which face goes where: if you have more than one pair, make sure the notes say which photo belongs to which pair and size.
4. Sizes: check Kids, Women’s and Men’s against the people who will wear them.
5. Address: confirm the recipient name, unit number and postal code, especially for gifts sent straight to someone else.

Found something? Email us straight away. Found nothing? Lovely. Now you just wait for socks.

What happens after 24 hours

Once 24 hours have passed, your order may already be in production. Because each pair is personalised, we cannot reliably stop it, re-print it or change it at that point. That means:

• Requests to change names, photos, sizes or the address may no longer be possible.
• Requests to cancel may no longer be possible, because the socks have already been made for you.
• We will still read your email and tell you honestly where the order stands.

The 60-day return route

If your order could not be changed or cancelled in time, you are not stuck. When your socks arrive, you have 60 days to return them under our Returns & Exchanges Policy. For change-of-mind returns we pay the return postage with a free label, and there is no restocking fee. Once we receive the return, we refund to your original payment method within 7 days. If you would rather keep the value for another order, ask for store credit; it never expires. Full details are in our Refund Policy.

Address changes after the window

If your order has already left us, we cannot promise to redirect it. Email us with the correct address and we will tell you what we can do. If a parcel comes back to us, we will contact you to arrange the next step.

Refunds for cancelled orders

When we confirm a cancellation inside the 24-hour window, we refund what you paid to your original payment method. Shipping is always free, so there is no shipping cost to return. Your bank or payment provider then needs its own time to show the money on your statement. The status of a cancelled order changes to cancelled or refunded in My Account and on the Order Tracking page.

When Sock Joy needs to cancel an order

Very occasionally we may need to cancel an order ourselves, for example if payment cannot be confirmed, if the address is outside our four delivery countries, or if the order notes ask for something we cannot print, such as content we are not allowed to reproduce under our Intellectual Property Policy. If that happens, we email you first to see whether it can be fixed, and if it cannot, we cancel the order and refund the amount you paid to your original payment method.

Planning ahead for important dates

Because changes are only possible within 24 hours, give yourself a small checklist before you order socks for a big moment.

• Weddings: for groomsmen socks, write every name and the wedding date clearly, and order early enough to leave a buffer beyond the 8-17 business day estimate.
• Secret Santa: confirm who you drew before you order. Swapping recipients after printing means a new pair.
• Family packs: list each person, their size and their face in the order notes, one line per pair.
• Photo links: open the link in a private browser window before pasting it. If it asks you to sign in, change the sharing setting first.

Questions about changing an order

Email support@sockjoy.shop with your order number and we reply within 24 hours on business days. You can also visit the Help Center, read the FAQs or go to Contact Us. Sock Joy, 45 Morton St, New York, NY 10014, US.

Typos happen. Faster emails fix them.