Cancel or Change an Order

Last updated: November 1, 2026

You hit “place order”, rolled out for your evening spin, and halfway up the climb you realised you picked the wrong size. It happens. This page explains how to cancel a Kit And Crest order or change it, what we can change, why the window is short for personalised kit, and what to do once the window has closed. It applies to every order placed on kitandcrest.shop.

Why the window is 24 hours

Many of our pieces carry your own details: the name on back, the back number, crest initials and the lettering colour you chose. We do not send a proof or mockup before production. We print exactly what you typed into the product fields, and preparation starts soon after you order, taking 1-3 business days in total. The 24-hour window gives you a full day to re-read your confirmation email, show the order to your riding or running friends and catch any slip, while still letting us move your order forward on time for your ride or race.

The same 24-hour window applies to plain items, such as a Volt Stripe Sport Cap or a Run Gear Tote Bag, so the rule is simple to remember whatever you ordered.

How to ask for a cancellation or change

1. Find your order number. It is in the order confirmation email and in My Account if you have an account.
2. Email us within 24 hours of placing the order. Write to support@kitandcrest.shop, ideally from the email address you used at checkout. Put “Cancel” or “Change” and your order number in the subject line.
3. Say exactly what you need. For a change, give the product name, what it says now and what it should say instead. For example: “Custom Name and Crest Cycling Jersey, size M, short sleeve: please change to long sleeve, size M.”
4. Wait for our confirmation. We reply within 24 hours on business days. Your request is complete once we confirm it in writing.

The time that counts is the time your email reaches us. If you send your request within 24 hours of placing the order, it counts as inside the window even if our reply comes the next business day.

What we can change inside the window

Within the 24 hours, most parts of an order can still be adjusted. The table shows the common requests and how we handle them.

When a change costs more or less

If your change raises the price, we tell you the difference and how to pay it before we change anything. Nothing changes until you agree. If your change lowers the price, for example removing the crest initials or switching from long sleeve to short sleeve, we refund the difference to your original payment method.

Real situations and how they play out

The sleeve length, noticed after six hours

A rider orders a Custom Name and Crest Cycling Jersey in M, short sleeve. Six hours later she remembers the early-morning club rides in autumn and wants long sleeve. She emails us with her order number. She is inside the 24-hour window, so we switch the order to long sleeve, size M, and tell her the $6 difference before we make the change.

The same request, noticed after three days

Another rider notices the same thing three days after ordering. The window has closed and the jersey may already be in production, so we cannot switch it. Instead, he lets the order arrive, and if the short sleeve jersey is not what he wants, he returns it within 60 days with a free return label and orders the long sleeve version. The refund for the returned jersey goes back to his original payment method within 7 days of us receiving it.

The missing letter

A runner types “CHRISTOPER” into the Name on back field instead of “CHRISTOPHER”. Because we print exactly what is typed, that is what would appear on the back. She spots it in the confirmation email the same evening and emails us within 24 hours. We correct the name before production. Read the name on back and back number in your confirmation email letter by letter; it takes one minute and saves a lot of disappointment.

Number 7 or 07

The Number on back field accepts 0-99, and “7” and “07” are printed differently. If you meant 07 for your club’s tradition and typed 7, email us inside the window and we change it.

Between two sizes

A runner is between M and L on a Pace Line Running Tee. She orders M for a close race fit, then decides the same evening that she would rather have the relaxed club fit of an L. Race fit and club fit are not different garments; the fit comes from the size you choose. Because she is inside the 24-hour window, we switch her order to L. If you are unsure, compare with a top you already own that fits the way you like, and read our Size Guide before you order.

A one-minute check before and after you order

The best change request is the one you never need to send. Run through this list before you pay, and again when the confirmation email lands:

• Product and design: is it the jersey, tee, singlet or socks you meant, in the design you picked?
• Size: adult, or youth for the kids running tee and kids cycling jersey? The right letter size?
• Sleeve length: short sleeve or long sleeve, where the design offers both?
• Name on back: spelled correctly, up to 14 characters, and remember it prints in capitals.
• Back number: the exact digits you want, between 0 and 99.
• Crest initials and lettering colour: the letters and colour you meant, or left empty if you do not want them.
• Delivery address: street, unit, city, region and postal code, in one of our four countries.

If anything is off, you still have the rest of the 24 hours to email us.

After the 24-hour window

Once 24 hours have passed, we cannot promise to cancel or change an order, because it may already be in preparation. Email us anyway if something is wrong; we will tell you honestly whether anything can still be done. In most cases the route from here is simple:

• Let the order arrive.
• If it is not what you want, start a return within 60 days. The store pays the return postage with a free return label, and there is no restocking fee.
• Personalised items can be returned the same way.
• Your refund goes to your original payment method within 7 days of us receiving the return, or ask for store credit, which never expires.

The steps are in our Returns & Exchanges Policy, and the money side is in our Refund Policy.

Address problems after the window

If you spot an address mistake after 24 hours, email us straight away with your order number and the correct address. We will look at where the order stands and help where we can, but we cannot promise that an address can still be changed once the order is under way. Our Shipping & Delivery page has a checklist for getting the address right first time.

Refunds when an order is cancelled

When we confirm a cancellation inside the window, we refund everything you paid for the cancelled items to your original payment method. Shipping is free, so there is no shipping charge to deduct. The time it takes for the money to show on your statement depends on your bank or payment provider. If you cancel only part of an order, the rest of it continues as normal and we refund the part you cancelled.

If you would rather keep the value with us, for example because you plan to order a different design for the same ride, ask for store credit instead. Store credit is available on request and never expires.

Group orders and gift orders

Several riders, one ride

When four friends each order the Custom Group Ride Cycling Jersey for a charity ride, each order is separate and each has its own 24-hour window, counted from the time that order was placed. If one of the four wants to change their size, they email us about their own order. If the group decides to change the group or ride name on the side panel, every friend needs to email us within their own window, or one person can send a single email listing all four order numbers, as long as each order is still inside its 24 hours.

A gift with a message

The Custom Race Day Running Tee has an optional gift message for the packing slip. If you want to change the wording, or remove it so the gift stays anonymous, email us within 24 hours of ordering, just like any other change.

When we may need to cancel an order

Very occasionally we may have to cancel an order ourselves. That can happen when:

• the payment cannot be confirmed;
• the delivery address is outside the United States, Canada, Australia and New Zealand, or cannot be completed;
• a price or option was shown incorrectly on the site;
• the personalisation asks for a real team, club, race, event, brand or rider name or logo. We print generic designs plus your own name, number and initials only, so we cannot print those requests.

If we need to cancel, we email you first to explain why and, where possible, suggest a fix, such as a different name or a generic design. If the order is cancelled, we refund the full amount to your original payment method. See our Terms of Service and Intellectual Property Policy for more.

Get in touch

The fastest way to change an order is an email to support@kitandcrest.shop with your order number in the subject line. We work by email only and reply within 24 hours on business days. You can also submit a ticket, check your order on the Order Tracking page or browse the FAQs.

Kit And Crest, 13924 Mansa Drive, La Mirada, CA 90638, US.