Cancel/ Change Order Policy

At December Story, we know that ordering custom-made or personalized items can sometimes lead to last-minute changes—an adjustment in size, a quick correction, or simply a change of heart. We want to give you as much flexibility as possible while still keeping our production process fast, accurate, and efficient. This policy clearly explains how cancellations and modifications work, so you always know your options and deadlines.

To support you, we provide a dedicated flexibility window immediately after you place your order. Once your order enters production, it begins moving through automated steps that cannot be reversed. Timing is incredibly important when requesting changes.

We offer a strict 4-hour window from the moment your order is placed to make any cancellation or modification. This short period allows you to make corrections before your order proceeds into design setup, material allocation, and our production queue.

This 4-hour limit exists because our system moves your order into early production stages very quickly. As soon as that happens, a series of automated processes begin:

• Your design or personalization is reviewed and prepared for print.
• Materials and garments in your chosen size and color are reserved from inventory.
• Your order is placed into the production schedule so it can be printed, packaged, and shipped on time.

Once these steps activate, the order can no longer be paused, altered, or withdrawn without disrupting production flow. That’s why the 4-hour window is critical—it protects both the customer and our production timeline.

If you need to cancel or modify your order, acting quickly is essential. Within the 4-hour period, you can use either of the following contact methods:

• Email (Fastest Method): Send a direct message to our support with the subject line:
  “URGENT: Order [Your Order Number] – Cancellation/Modification Request”
  In your message, clearly describe the change—for example:
  “Please change size from L to XL,” or
  “Requesting full cancellation.”
• Support Ticket: You may also submit a request through the “Contact Us” section on our website, though direct email typically receives the fastest response during this time-sensitive window.

Our support team monitors urgent requests closely and will help you as quickly as possible during this critical period.

Once the 4-hour flexibility window has passed, your order automatically moves into production. After this point, we are unable to make any changes or cancel the order, including:

• Size changes
• Color changes
• Design or personalization edits
• Order cancellations
• Shipping address corrections

We truly appreciate your understanding of this firm deadline—upholding it ensures we can deliver high-quality products promptly and consistently.

Accurate address information is essential for successful delivery. Every customer is responsible for verifying the full and correct shipping address before completing an order. This includes:

• Street number and street name
• Apartment, suite, or unit number
• City, state, and postal code
• A valid, carrier-recognized location (USPS, UPS, FedEx, DHL, etc.)

Any error—even a missing apartment number or a transposed digit—can lead to delivery failures.

If an incorrect address causes delivery issues:

• Returned Packages: If a package is returned due to “insufficient address,” “undeliverable,” or “unknown address,” you are responsible for reshipping costs.
• Delivered to Incorrect Address: If the courier delivers to the address originally provided—even if entered incorrectly—we cannot offer a refund or free replacement.

We strongly encourage reviewing your address carefully before submitting your order.

If you have questions about your order, need urgent assistance within the 4-hour window, or want help understanding this policy, our team is ready to assist.

Email: support@decemberstory.com
Phone: +1 (757) 312-2235
Address: 3902 Temple Ct, South Chesterfield, VA 23834, United States

Thank you for choosing December Story. Your satisfaction means everything to us, and we’re grateful for your cooperation in helping us deliver a smooth, accurate, and efficient ordering experience.