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\nIt happens to everyone: you order a 2XL and then remember your brother switched to 3XL last year, you notice the old address autofilled at checkout, or the group plans change and you need two fewer shirts. This page explains how to cancel a Pearltee order or change it, how long you have, what we can still change once packing has begun, and how quickly your money comes back when an order is cancelled.
\nPearltee orders are packed and shipped within 1–3 business days, and many leave us sooner than that. Once a parcel is labelled and collected by the carrier, it is out of our hands. The 24-hour window gives you a guaranteed period in which any change or cancellation is free and certain, while still letting us get everyone else’s shirts out quickly.
\nThe 24 hours start from the time on your order confirmation email. Requests sent on a weekend or holiday still count from when you sent them: if your email reaches us within the window, we honour it, even if we read it on the next business day, provided the parcel has not already shipped.
\nPlease do not place a second order to “replace” the first one without telling us. Two orders can end up packed and shipped side by side before anyone notices, and then both need sorting out.
\nIf a change affects the total, we tell you the difference before doing anything. When the new total is higher, we only charge after you agree, usually with a simple payment link. When it is lower, we refund the difference to your original payment method within 7 calendar days.
\nIf you contact us after the window has closed, we will still check. If the parcel is still with us, we will usually make the change or cancel at no cost. If the order is already packed and labelled, re-opening it can delay other customers’ orders, so we may suggest letting it ship and using an exchange instead. Either way, we tell you clearly what is possible, and nothing changes without your agreement.
\nOnce a parcel is with the carrier, we can no longer cancel it or change what is inside. You still have plenty of options:
\nWhen we confirm a cancellation, we refund everything you paid for that order, including any taxes, to your original payment method. The refund reaches you within 7 calendar days of our confirmation email. Partial cancellations, such as removing two shirts from a larger order, are refunded the same way for the removed items. Full details are on our Refund Policy page.
\nVery occasionally we may need to cancel an order ourselves, for example if:
\nIf that happens, we email you straight away, explain why and refund the full amount, which reaches you within 7 calendar days. Where it makes sense we will also suggest an alternative, such as the same design in a nearby size or a similar design that is ready to ship, but we never substitute anything without your permission.
\nGroup orders change a lot: someone drops out of the reunion, someone else joins, a size needs double-checking. If you are coordinating shirts for a group, our advice is to collect every size before ordering and check them against the Size Guide, then place a single order. If plans change within the first 24 hours, one email listing every change is all we need.
\nFor gift orders, the person who placed the order is the one who can cancel it or change the items. The recipient can arrange a size exchange after delivery. If you are sending a surprise, double-check the recipient’s address carefully, because a gift parcel with a missing apartment number is the most common change request we receive.
\nSize swap within the window. You order a Large at 9 p.m. and realise at 10 p.m. that you meant XL. You email us with “Change” and your order number. We confirm the change, and the XL ships with the rest of your order.
\nMissing unit number, the next morning. You notice the confirmation email shows your Sydney address without the unit number. You reply with the full address before the order ships; we update the label and confirm.
\nCancellation after shipping. You email on day three, but the parcel left yesterday. We send you the tracking link and explain how to start a return once it arrives, within 60 days of delivery.
\n| Order stage | \nCancel? | \nChange size, design or items? | \nChange address? | \n
|---|---|---|---|
| Within 24 hours, not shipped | \nYes, free, guaranteed | \nYes, free, guaranteed | \nYes, free, guaranteed | \n
| After 24 hours, not yet packed | \nUsually yes | \nUsually yes | \nUsually yes | \n
| Packed and labelled, not collected | \nCase by case | \nCase by case | \nOften yes | \n
| Handed to the carrier | \nNo, use a return | \nNo, use an exchange | \nCarrier redirect request only | \n
| Delivered | \nNo, return within 60 days | \nExchange within 60 days | \nNot applicable | \n
If you clicked “Place order” twice, or placed a test order by mistake, tell us as soon as you notice. Include both order numbers and say which one you want to keep. Duplicate orders reported within 24 hours are cancelled and refunded in full without question, and we will also look for obvious duplicates ourselves, such as two identical orders from the same email a few minutes apart, and ask you before shipping both.
\nIf you see two charges on your statement but only one order confirmation email, the second line is often a temporary authorization from your bank that disappears on its own within a few days. If it does not, send us a screenshot with the amounts and dates and we will check it against our records.
\nIf a price drops or a promotion starts shortly after you order, contact us within the 24-hour window. Where the change applies to your items, we can cancel and let you re-order at the new price, or adjust the order if that is simpler. We cannot apply a promotion retroactively to an order that has already shipped, and a discount code cannot be added to a completed order after the fact, but we will always tell you honestly what we can do.
\nMost change requests could be avoided with thirty seconds of checking. Before paying, look at each line in the cart and confirm the design and the size, especially when you have several sizes of the same shirt. Read the shipping address once more, including the unit or apartment number and the postal code, and make sure the email address is one you check, because that is where your confirmation, tracking and any questions from us will go. If you are ordering for a date, compare it with the delivery estimate on our Shipping & Delivery page.
\nNot sure whether your order has shipped? Look for a shipping confirmation email with a tracking number. You can also check the status of an order on our Order Tracking page using your order number and the email address you used at checkout. “Processing” means it is still with us; once you see tracking details, it is with the carrier.
\nFor anything to do with an order you have just placed, email support@pearltee.com and include your order number in the subject line. We answer within 1 business day. You may also find the Shipping & Delivery page and our FAQs helpful.
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