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\nMost changes to a Gift Willow order come down to one thing: a name. A grandchild’s spelling is “Aubree”, not “Aubrey”; a cousin’s new baby needs to be added to the blanket; Grandpa’s nickname is “Pop”, not “Papa”. Because every item is made after you order it, there is a short window when changes are easy. This page explains that window, what we can change, how to ask, and what happens after it closes.
\nFrom the moment you place an order, you have 24 hours to change or cancel it at no cost. During that time, your order is waiting: we have not started making anything that depends on your names or options. That is deliberate. Family gifts are often ordered late in the evening after a long phone call between siblings, and we want everyone to have a night’s sleep before the names are final.
\nYour request counts from the time your email reaches us, not from the time we reply. If you write to us at hour 23, the change is still in time even if our answer comes the next morning.
\n| Change | \nExample | \nPrice effect | \n
|---|---|---|
| Personalisation text | \nCorrect “Jaden” to “Jayden”, add a ninth grandchild, change “Nana” to “Grammy” | \nNone, unless you add or remove an optional paid line | \n
| Size | \nBlanket 50 × 60 in to 60 × 80 in; pillow 16 × 16 in to 18 × 18 in | \nWe tell you the difference first | \n
| Colour or fill | \nGrandma’s Nest pillow from Linen to Dusty Pink; “Cover only” to “Cover with insert” | \nWe tell you the difference first | \n
| Quantity or items | \nAdd a second ornament, remove a mug | \nWe tell you the difference first | \n
| Shipping address | \nShip to Grandma’s new apartment instead of your home | \nNone; shipping stays free in the US, CA, AU and NZ | \n
If a change makes the order more expensive, we explain the difference and how it will be handled before anything is charged; nothing changes on your payment until you agree. If a change makes it cheaper, we refund the difference to your original payment method.
\nPlease do not place a second order to “replace” the first one without telling us — two orders mean two items are made. One email is all it takes.
\nSince we make items exactly as typed and do not send a proof before production, the best moment to fix a name is before you pay. A few habits that help families:
\nOnce the 24-hour window has passed, your order moves into production. Production takes 1–3 business days, and items that carry names cannot be altered once they have been made. We will still read every email: if your item has not been started yet, we make the change; if it has, we tell you honestly and offer the best route, which is usually one of these:
\nWithin 24 hours you can cancel the whole order or part of it. When we confirm the cancellation, the full amount you paid for the cancelled items is refunded to your original payment method. After a refund is sent, your bank or payment provider decides how quickly it appears on your statement. More detail is in our Refund Policy.
\nIf an order can no longer be cancelled and you return the item after delivery instead, the refund is sent within 7 days of receiving the return.
\nAfter the 24 hours we can no longer promise to stop an order. If the item has not been made yet we will still try; otherwise you can return it after delivery with our free label.
\nWe may need to cancel an order ourselves in a few situations: text in a personalisation field that cannot be produced (for example symbols the design cannot show, or a request to use a brand or character name we do not print), a payment that cannot be verified, or an address in a country we do not ship to. We email you to explain, suggest an alternative where possible, and refund the full amount you paid.
\nIf you are sending a gift directly to a parent or grandparent and want to keep it a surprise, please make any changes yourself rather than asking them to contact us — we only change an order at the request of the person who placed it, or with their permission in writing. That protects your order from mistakes and keeps the surprise intact.
\nYou ordered a Grandkids’ Names blanket on Sunday night, and on Monday morning your sister announces her baby’s name. Email us before Monday night with the full list of names in the new order. We update the order and confirm.
\nYou ordered a 50 × 60 in blanket and then remember Grandpa’s recliner is wide. Within 24 hours, ask for 60 × 80 in. We confirm the price difference before changing anything.
\nMom is moving next week. If you write within 24 hours, we change the shipping address. If the parcel is already on its way, we ask the carrier whether it can be redirected, and if it reaches the old address, Mom can still return it within 60 days.
\n| Stage | \nWhen | \nCan you change or cancel? | \n
|---|---|---|
| Order placed, confirmation email sent | \nHour 0 | \nYes, freely | \n
| Change window | \nUp to 24 hours after ordering | \nYes, freely — names, options, items, address, or cancel | \n
| Production | \n1–3 business days after the window | \nOnly if the item has not been started; we tell you honestly | \n
| In transit | \n7–14 business days | \nNo cancellation; address redirect only if the carrier allows | \n
| Delivered | \nDay of delivery | \n60-day returns with a free return label | \n
Email us with both order numbers within 24 hours and tell us which one to keep. We cancel the duplicate and refund it in full. If you notice later, the second item can still be returned within 60 days of delivery with a free label.
\nWithin 24 hours, yes. Tell us which product, size and options you would like instead, plus any names. If the price is different, we confirm the difference with you first.
\nWe make changes for the person who placed the order, so the quickest way is for your brother to email us, or to forward us his confirmation with a line saying you may speak for the order. Then we are happy to work with you directly.
\nYes, within 24 hours, to any of the four countries we ship to — the United States, Canada, Australia or New Zealand. Shipping stays free.
\nIf the product has an optional field for it, yes. We tell you the add-on price shown on the product page, and nothing is charged until you agree.
\nYour order confirmation arrives within minutes of checkout. It is the best place to catch a mistake while the 24-hour window is still open. Take a minute to check:
\nIf everything is right, there is nothing to do. If not, reply to us with your order number and the correction.
\nSome shops email a picture of the design and wait for approval. We chose a different approach: the live preview on each product page shows your words as you type them, and the 24-hour window gives you time to correct anything afterwards. That keeps every order moving without waiting days for replies, which matters when a birthday is close. It does mean the final check is yours, so please use the preview and the confirmation email.
\nQuestions about an order you just placed? Email support@giftwillow.shop with your order number; we reply within 24 hours on business days. You can also check Order Tracking, read our Shipping & Delivery page or browse the FAQs.
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