Cancel or Change an Order

Last updated: 12 November 2026

Typed MARRCO with one R too many? Ordered short sleeves for a winter league that plays in a cold gym? The organiser’s address changed the week after registration? This page explains how to cancel a Back Heel order or change it, what you can still change, and how quickly your money comes back when an order is cancelled. The short version: you have 24 hours from placing your order to cancel or change it by email, and refunds for cancelled orders are sent within 7 days.

1. Why there is a 24-hour window

Every order starts being made within 1–3 business days of being placed: the pattern, the colourway, the sleeves and the name and number you typed all go into one shirt. Once that has started, the shirt exists, with your spelling on its back. The 24-hour window gives you a full day to read your confirmation email, show it to the squad and catch anything that is off before production begins.

The 24 hours count from the time on your order confirmation email, and they run through weekends and holidays. An order placed at 9 pm on a Friday can be changed until 9 pm on Saturday. Our replies take up to 24 hours on business days, but you do not need our reply within the window: what matters is that your email reaches us inside it.

2. How to cancel or change an order

1. Write to support@backheel.shop from the email address you used at checkout, if you can.
2. Put your order number and the request in the subject line, for example “Order #1234 — name spelling” or “Order #1234 — cancel”.
3. In the email, say exactly what you want. For a change, name the shirt (pattern and the name or number currently on it) and give the new value. For a cancellation, say whether you want the whole order cancelled or only some items.
4. We confirm by email. Your change or cancellation is settled once you have that confirmation.

There is no form or account step to cancel. If you have an account, you can see your order and its status in My Account under Orders, but requests go by email so that we have them in writing.

A clear change email looks like this: “Order #1234 — name spelling. Shirt 3, Sole Roll, Clay & Cobalt, size L: back currently reads MARRCO 9, please change to MARCO 9. Everything else stays the same.” One shirt per line works best for squad orders with several fixes. If you send a second email about the same order, reply in the same thread rather than starting a new one, so that every change sits together and nothing is missed.

3. What you can change within 24 hours

If a change costs more, we tell you the difference before we make anything and wait for your OK. If it costs less, the difference comes back to you on the same timing as a cancellation refund. Some products have no personalisation to change: the futsal shorts, crew socks, warm-up long sleeve tee, pullover hoodie and the Fence Line sleeveless jersey are set designs. For those, a change means size or colourway only.

The new address must still be in the United States, Canada, Australia or New Zealand, the four countries we ship to. Swapping an item for a completely different product within the window is easiest as a cancellation of that item plus a new order.

3.1 Requests that work better as a new order

Some requests are not changes to what is already on the order, so we handle them differently. Adding an extra shirt for a late signing, adding a pair of socks or shorts, or buying a second colourway for the keeper is a new order: place it on the site and it gets its own confirmation and its own making window. Removing an item is a partial cancellation (see section 5). Changing a product into a different pattern, for example Akka Zigzag into Chalk Map, is a cancellation of the first item plus a new order for the second. Splitting one order into two parcels for two different addresses is something to ask about by email; tell us both addresses and which shirts go where, and we will reply with what is possible for that order before anything changes.

4. Name and number checks before you write

We do not send a proof or mockup before production. The turntable on each jersey page is the preview: the name and number you type show live on the back, and the “Read the back out loud” line repeats them as NAME · NUMBER. Your cart repeats NAME · NUMBER under every shirt as well. Squad organisers who collect details in one message (name, number, size and sleeves for each player) catch most slips before checkout. If one still gets through, here is what is worth checking in your confirmation email within the 24 hours:

• Letters swapped or doubled, and the right version of a name that can be spelt more than one way.
• Nicknames versus surnames: decide which the squad is using and keep it the same on every shirt.
• Numbers that two players both claimed. A referee reading two number 10s will not be amused.
• The keeper’s shirt in a clash colourway, not the outfield colourway.
• Names longer than 12 letters, which need shortening.

Names are printed in capitals whatever case you type, so you do not need to email to change “Tiny” to “TINY”.

5. Cancelling an order

You can cancel all or part of an order within 24 hours. For a squad order, that means you can drop one player’s shirt without touching the rest. Tell us which items to cancel by the name and number on their backs so there is no confusion.

5.1 Refunds for cancelled orders

Refunds for cancelled orders are sent within 7 days of our cancellation confirmation. The full amount you paid for the cancelled items comes back to your original payment method. If you would rather keep the value for later, ask for store credit in your email; store credit never expires. After we send the refund, your bank may take a little time to show it. Our Refund Policy covers the details, including team orders where the organiser paid.

6. After the 24-hour window

Once 24 hours have passed, your order goes ahead as placed and we can no longer cancel it or change what is printed. That is not the end of the road:

• Wrong size or colourway, or change of mind: accept the parcel and return or exchange the item within 60 days of delivery, with a free return label from us. See Returns & Exchanges.
• A name that was typed wrongly: personalised shirts can be returned within 60 days like everything else, and you can order the corrected shirt separately.
• Something we got wrong: if the print differs from what you typed, or the item is damaged or not what you ordered, email us with a photo and we will put it right.
• Address problems: email us straight away. Once the parcel is with the carrier, we can ask about a redirect, but the carrier decides.

If you need the order by a set date, check the timings on our Shipping & Delivery page before deciding to cancel and re-order: a new order starts the 8–17 business day estimate again.

7. When Back Heel cancels an order

We sell original designs only. If the text requested for a shirt includes a team, league, club, college, country, player, character or brand name, or something that copies someone else’s logo or crest, we cannot print it. In that case we email you first and offer to change the text within your order. If that does not work for you, we cancel the affected items. We may also cancel an order whose payment cannot be confirmed, or one with an address we cannot deliver to. Whenever we cancel, you get the full amount back, sent within 7 days, and we tell you why in plain words. Our Terms of Service explain the rules on printed text.

8. Common situations

8.1 The organiser and the late signing

You placed a nine-shirt order on Tuesday evening and a tenth player signed on Wednesday morning. Adding a shirt is a new order, so place it straight away; if you want the two orders to travel together, mention both order numbers in an email and we will tell you what we can do.

8.2 The cold gym

Your league plays in an unheated hall in January. Within 24 hours you can switch any jersey that offers both sleeve lengths from short to long, and we tell you the $5 difference per shirt before we make it.

8.3 The free agent’s number

Placed on a new team, you ordered number 8, then found out number 8 belongs to the captain. Email us within 24 hours with the new number and it goes on the back instead.

8.4 The keeper in the wrong colours

An organiser ordered five Panna Arches shirts in the same colourway and only noticed at bedtime that the keeper’s shirt matches the outfield players. One email within the 24 hours switches the keeper’s shirt to a clash colourway of the same art, and the keeper still stands out when the other team tries a panna (a nutmeg, the ball slipped through the legs).

8.5 The organiser who moved

The parcel was meant for an old apartment. Email the full new address with its ZIP or postal code within 24 hours and the whole squad order goes to the right door. After the window, write to us anyway, as early as you can, and we will do what is still possible.

9. Contact us

Email support@backheel.shop with your order number and what you need. We reply within 24 hours on business days. For more help, visit the Help Center, the FAQs or our guide to submitting a ticket.

Back Heel, 19 Leland Hill Road, Sutton, MA 01590, US