Changes & cancellations
Orders reach the loom quickly. Inside that window almost anything can be changed; once it closes, the blanket is being made and there is nothing left to undo.
2 hours from the moment you place your order, or until it ships — whichever comes first.
Both halves of that matter. Most orders are still waiting at 2 hours, so the first half is usually the one that applies. But a blanket that moves to the loom early closes the window early, and once it’s being woven there’s no way to stop it.
Email ⟨EMAIL — SET BEFORE GO-LIVE⟩ with your order number and what you’d like changed. Put the word CHANGE in the subject line so it gets picked up ahead of general enquiries.
Send it as soon as you notice, even outside Monday to Friday, 10:00 AM to 6:00 PM Eastern Time. What decides the outcome is whether the blanket has gone into production, not whether someone has read your message yet — so a request sitting in our inbox overnight can still be honoured if the order hasn’t moved.
We’ll tell you honestly which way it went. If the blanket is already on the loom we’ll say so rather than leave you waiting for an answer that isn’t coming.
Once weaving has started, the blanket exists and can’t be unmade or given to anyone else, so we can’t cancel it.
You still have the full 30 day return window from the day it’s delivered, and returns ship back on our prepaid label with no restocking fee. So being past the change window costs you time, not money. See the Return & Refund Policy.
No — but there’s nothing to gain by trying. Let it arrive and return it under the standard policy, at no cost to you.
Please don’t refuse delivery at the door. Refused parcels take weeks to find their way back and are sometimes lost entirely, which makes refunding you far slower than a normal return would have been.
Occasionally, yes. It happens when:
If we cancel, you’re refunded in full within 5 business days and we email you the reason. We’d rather explain a cancellation than process an order we know will go wrong.
Email ⟨EMAIL — SET BEFORE GO-LIVE⟩ with your order number and put CHANGE in the subject line so it gets picked up first. We work Monday to Friday, 10:00 AM to 6:00 PM Eastern Time — send it anyway outside those hours, because the deciding factor is whether the blanket has gone to the loom, not whether we’ve read the message.
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