Cancel or Change an Order

Last updated: November 12, 2026

Squad orders change. Someone wants number 7 after all, the new sign-up turns out to be a 3XL, the captain typed the team name with one L too many. This page explains how to cancel a Floodlit order, or change what is in it, during the 24 hours after you place it, what happens after that, and how cancelled orders are refunded. Because every shirt is made to order, the first 24 hours are the window that matters most: read your order confirmation as soon as it arrives.

1. Why the first 24 hours matter

A Floodlit shirt is not picked off a shelf. Once your order is placed, it is queued for production with the colourway, size and lettering you chose, and the whole order usually ships within 1-3 business days. That short making time is good news when you have a first fixture coming, but it means the window to change things is short too.

For the 24 hours after you order, we hold your order open for changes. Inside that window, any change or a full cancellation is free. After it, the shirt may already be printed with the name you typed, and printed text cannot be taken back off.

2. How to cancel or change an order

1. Email support@floodlit.shop or submit a ticket. Put Cancel or Change and your order number in the subject line.
2. Send it from the email address you used at checkout, or include that address in the message, so we can match the order quickly.
3. Say exactly what should change. For a squad order, refer to each shirt by its current name or number on the back: “Shirt 4, ADEYEMI 14: change size L to XL” is clear; “make one bigger” is not.
4. For new lettering, type the name, number, team name or slot line exactly as it should be printed, in capitals if you like. We copy it character for character.
5. We reply within 24 hours on business days. Your change or cancellation is final once you have our confirmation email.

Send your request as early in the 24 hours as you can. A request that arrives inside the window counts, even if our confirmation reaches you after it.

3. What we can change

If a change raises the order total, we tell you the new amount first and only go ahead once you agree. If it lowers the total, we refund the difference to your original payment method, sent within 7 days of our confirmation.

4. Common squad-order changes

Two players want the same number

Leagues that require numbers usually require different ones. Tell us which shirt gets which number and we update it. If you are not sure yet, it is better to cancel that one shirt now and order it once the squad has agreed.

A player joins after you ordered

You do not need to change the first order. Just place a second order for the new player in the same product and colourway. It ships free and it will match.

A player drops out before the season

Within 24 hours, we remove that shirt from the order and refund it. After that, the shirt may already be made; once it arrives, you can return it within 60 days using our free return label, as described on our Returns & Exchanges page.

Wrong side of the dark-and-light rule

If you have just found out your league asks for a light shirt and you ordered a dark-base colourway, tell us within 24 hours and we switch you to a light-base colourway of the same product, or to a different product in the light range, charging or refunding any difference.

5. After the 24-hour window

Once the 24 hours have passed, the order may already be in production or packed. Email us anyway: if the order has not been made yet, we will try to make the change, but we cannot promise it. If the shirts have already been printed, we cannot change the lettering on them.

In that case the order ships as placed, and once it arrives you are covered by our 60-day return window. Change-of-mind returns get a free return label from us, so a late change still costs you nothing but time.

6. If your order has already shipped

A parcel that is with the carrier can no longer be cancelled. Please accept the delivery and start a return within 60 days of delivery on our Returns & Exchanges page. Do not refuse the parcel at the door without telling us; refused parcels take a long time to come back and are harder to match to your order.

If you only need the address changed, email us straight away. We can ask the carrier about a redirect, but the carrier decides whether it is possible.

7. Refunds when an order is cancelled

When we confirm your cancellation, we refund everything you paid for the cancelled items. Shipping is always free, so there is no shipping charge involved. The refund is sent within 7 days of our confirmation email and goes back to your original payment method, unless you ask for Floodlit store credit instead, which never expires. More on timing and methods in our Refund Policy.

8. Cancellations by Floodlit

We may cancel an order, or part of one, if an item cannot be made, a price was shown incorrectly, the payment cannot be verified, the address is outside the countries we deliver to, or the lettering asks us to print something we will not print, such as the name or logo of a real club, league, college or brand. If that happens, we email you before cancelling where we can, explain why, suggest an alternative if there is one, and refund the cancelled amount in full.

9. Lettering we cannot change into

We print your own words: player names, nicknames, team names and league slots. We will not change an order to add the name or logo of a real professional or amateur club, league, tournament, college or sportswear brand, or a real player’s name used as a replica. If a change request asks for that, we will let you know and keep the original lettering, or cancel that item with a full refund if you prefer. Our Intellectual Property Policy explains why.

10. Checking your order confirmation

The order confirmation email is your proof of what will be made. It lists each item with its product name, colourway, size and the exact text for every personalisation field. Read it through once with the squad list next to you:

• Is every surname spelled the way the player spells it?
• Are all the numbers different, if your league requires that?
• Does every player have a size, and is it the size they actually sent you?
• Is the team name on the front spelled the way you want the other teams to read it?
• Is the shipping address complete, including the unit number?

Spot anything, email us within 24 hours. No proof or mockup is sent before production, so this check is the last chance to catch a typo.

11. A worked example: Tuesday night, 24 hours

Here is how the window plays out for a typical squad order.

1. Tuesday, 10:40 PM. Straight after the game, the captain orders eight Floodlit Hoops Night League Jerseys in Token Hour Cyan, names and numbers filled in for everyone. The order confirmation lands a minute later.
2. Tuesday, 11:15 PM. The captain pastes the confirmation into the group chat. Two players reply: one wants 2XL instead of XL, and the keeper wants a keeper top instead of an outfield shirt.
3. Wednesday, 7:30 AM. The captain emails us with the subject “Change, order number” and lists both changes, shirt by shirt.
4. Wednesday, during the day. We reply with the updated order: the size swap costs nothing, the keeper top is a different product so we show the price difference and wait for a yes.
5. Wednesday, 6:00 PM. The captain says yes. The change is confirmed in writing. The order then goes into making, ships within 1-3 business days and travels 7-14 business days.

The whole thing happened inside 24 hours of the order, so every change was free. If the same email had arrived on Friday, the shirts might already have been printed.

12. Gift orders and orders placed for someone else

If you ordered a jersey as a present, or the club treasurer placed the order for the captain, the person who placed the order is the one who can cancel or change it. If you are the recipient and something needs to change, ask the person who ordered to email us, or ask them to forward our order confirmation to you so you can write in with the order number.

13. Orders being checked before production

Very occasionally an order needs a check before we make it, for example when the payment needs to be verified or the address looks incomplete. If that happens we email you. Your 24-hour change window still applies from the time you placed the order, and if we cannot complete the check we cancel the order and refund it in full.

14. Orders to Canada, Australia and New Zealand

The 24-hour window counts from the time you placed the order, wherever you are. A captain in Auckland ordering on a Wednesday evening is still on Wednesday morning in the USA, so the window is the same 24 hours from the order time shown in your confirmation email. Changes to international orders work exactly as above, and shipping stays free.

15. Quick answers

Can I cancel one shirt and keep the rest?

Yes, within 24 hours. The rest of the order carries on as normal.

Can I change the colourway for the whole squad?

Yes, within 24 hours, as long as the new colourway exists for that product. If you want a different product, we adjust the price.

I did not get an order confirmation email.

Check your spam folder, then email us. Your order may still have gone through, and we can resend it.

Is there a fee to cancel?

No. Cancelling within 24 hours is free.

16. Contact us

Email support@floodlit.shop with your order number, or submit a ticket. We reply within 24 hours on business days. You can also check Order Tracking or read our Shipping & Delivery policy. Floodlit, 8428 Jeannette St, New Orleans, LA 70118, US.