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At a glance
Our planning window is 24 hours after an order is placed, provided it has not shipped. A confirmed pre-shipment cancellation receives a full refund to the original payment method within 7 calendar days. Checkout is currently closed.
Request a change quickly
When purchases open, email [email protected] with the order number, the email used at checkout and the exact change. For an address correction, provide the complete corrected address. For a size change, name the product and requested size. A request does not itself change an order; wait for a confirmation from support before assuming it has been applied.
What can be changed
Before shipment, the team can review recipient details, address, quantity or a product variation. A change that affects price, tax or destination may require an updated total, which must be shown and accepted through a secure process. We cannot promise a variation that is not actually available or alter a parcel that has already been handed to a carrier.
Cancel before shipment
If your cancellation is confirmed before dispatch, the full amount you paid, including any outbound shipping and tax, is refunded to the original payment method. The refund should be received within 7 calendar days after approval. We do not charge a cancellation or restocking fee. See Refund Policy for how approval and payment timing are defined.
After a parcel ships
We can ask a carrier about an address redirect, but it may be impossible or add a delay. If the parcel reaches you, every product can still be returned for any reason within 60 days of delivery. For a change-of-mind return, you pay return postage; where we made an error, we cover it. See Returns & Exchanges and Shipping & Delivery.
Current site status
No paid order can be placed on the site at present. If someone claims to have created a Dwtees order for you and requests payment through a message, verify it through the official site and contact route before responding.
Questions and support
Email [email protected] with the product or order number and a short explanation. Never include a password or full payment card number. You can also start at the Help Center, read the FAQs, or use the support ticket link.
Start with the order number and the change you need
For an order already placed, email [email protected] as soon as you notice a mistake or change your mind. Include the WooCommerce order number, the email used at checkout and a concise description of the requested change. For an address correction, provide the full corrected address privately in the email; for a size change, identify the existing and desired variant. Do not send a new payment card number or password. The site has no paid orders yet; once an order is placed, use its order number when asking for a change or cancellation. For each order, a request email should be acknowledged and checked against the actual production and shipment state rather than treated as automatically approved.
The planned 24-hour window
Dwtees’s planning rule is that a cancellation or change request should arrive within 24 hours after the order is placed and before the parcel ships. The 24 hours are clock hours, not business hours. An order may move into print production sooner than that, which can restrict a design, size or colour change even when the request is prompt. The owner must confirm the chosen provider’s actual cancellation controls before promising a particular outcome. Support should tell the customer what it found and whether the original order has been stopped, changed or remains active. An automated email receipt showing that the request arrived does not mean a refund or replacement has been approved.
What can sometimes be changed before production
The desired size, colour, garment type, artwork and shipping address may be editable only while the order has not entered a committed production stage. A change that affects price should be shown to the customer before any new charge is authorized. If a chosen blank is unavailable, support should explain the alternative and ask whether the customer wants it; silently substituting fabric or fit would misdescribe the order. A changed order should have an updated confirmation with the final SKU and destination. The website’s synthetic planning quantities do not verify that any requested size is available. When a real provider is connected, its catalog and order state must be checked for every proposed substitution.
Address errors before carrier handoff
A street number, apartment, postal code or country error can prevent delivery. Send the correct address immediately with the order number, but do not assume it can be changed simply because tracking has not appeared. A print provider may have printed a label or committed an order before a carrier scan. Support should compare the original address and the requested correction, then confirm whether the provider accepted the change. A change between countries can alter eligibility, customs handling and shipping cost; the configured free shipping zone covers only the United States, Canada, New Zealand and Australia. If the new destination is unsupported, Dwtees should cancel and refund an unshipped order when possible rather than route it to an address the selected service cannot serve.
Changes after a shipping label exists
A shipping label is not always a carrier acceptance scan, but it may mean that the parcel is packed and a provider can no longer edit its address. Support needs to check the actual handoff event. Some carriers offer a redirect or hold-for-pickup service, while others do not, and eligibility can vary by route. Dwtees should not promise a redirect before the carrier confirms it. If a parcel returns to sender because of an address problem, the order record and the facts about who entered the address should be reviewed before discussing reshipment or refund. A customer should not be charged an unexpected fee based only on an unverified message or a generic tracking status.
Full cancellation and money back
If Dwtees confirms a cancellation before shipment, the customer receives a full refund of the amount paid: item price, applicable tax and any outbound shipping charge collected. Current eligible outbound shipping is configured as free, but the calculation must still follow the actual order record. The refund goes to the original payment method and should be received within seven calendar days after approval. Support should state the cancelled items and amount, especially for a multi-item order where only part was stopped. A request to cancel is not itself the approval event. The Payment Methods and Refund Policy pages explain the provider and timing once the gateway is connected and tested.
Partial cancellation in a multi-item order
If an order includes several garments, one item may be stoppable while another has already entered production. Dwtees should identify each line item’s status and ask the customer which outcome they want for those that can still change. A partial refund should match the cancelled item’s paid price and related tax, with any necessary shipping adjustment explained. Other items should not disappear from the order or lose their tracking references. A split-shipment arrangement can make the status harder to read, so support should provide a clear item-by-item summary rather than only a whole-order label. The store must test how its WooCommerce and supplier records handle partial cancellations before accepting such orders.
When production has begun
Print on demand can begin soon after a paid order is accepted. The provider’s ability to stop it depends on the exact stage and selected service; Dwtees has not yet verified that workflow with a connected account. Support should check whether artwork has been sent to print, the garment has been produced and a parcel has entered shipping. If a change is no longer possible, say so promptly and explain the return route after delivery. The stated 60-day return policy applies for any reason once a customer receives a real item, with no restocking fee. A customer pays ordinary change-of-mind return postage, while Dwtees covers postage caused by its own error.
Wrong item or seller mistake
If the order confirmation shows one size or design but Dwtees or its provider sends another, this is not a customer change of mind. Contact support with the order number and photographs of the delivered item, label and parcel. Dwtees should offer a replacement or full refund, and cover reasonable return shipping if the item needs to be sent back. A customer should not be forced to buy the correct item a second time and wait for an unrelated refund without a clear explanation. The case belongs under the Returns & Exchanges Policy rather than a late cancellation request. If the incorrect details originated in an order confirmation that the customer approved, support should review the sequence fairly and show the relevant record.
A parcel already in transit
Once a carrier has accepted the parcel, the original order generally cannot be treated as though it never shipped. A carrier redirect may be possible, but it is not guaranteed and can be restricted on international routes. If the parcel arrives, the customer can make a return request within 60 days of delivery. If it is lost or undelivered, the Shipping & Delivery page explains the tracking threshold and investigation process. Support should avoid simultaneously promising a cancellation refund and a delivery that may still occur. The case history should record whether the customer requested a redirect, return or refund so an item is not accidentally refunded and replaced twice.
How confirmation should look
After a change is accepted, the customer should receive a written summary of the final product, size, colour, price, address and expected next step. For a cancellation, the confirmation should name the cancelled line items, refund amount and approval date. For a declined change, it should explain the order stage and the available remedy after delivery. The confirmation should come through the official support channel or WooCommerce order email, not through a private social account demanding extra payment. Customers can compare it with their My Account order record after the payment gateway is connected. If the two records disagree, contact support before relying on a shipping or refund promise.
What to do if you do not hear back
Keep the original email thread and follow up with the order number and time of your first request. A message sent inside the planned 24-hour window should not be ignored merely because staff respond later; support should review when it was received and what the provider had done by then. The one-business-day support target is a planning value until the mailbox and staffing are confirmed. If the order has moved meanwhile, we should explain the timeline and the options that remain. Do not send repeated new orders or payment attempts to compensate for an unanswered change request. The site has no paid transaction to alter yet, so any person claiming an active Dwtees order should be verified against a real order record.