Cancellation Policy

At wallstoryco.com, every pillow is printed to order. We do not hold finished stock — your design is printed onto the blank after you place your order. Because production begins soon after checkout, this Cancellation Policy explains when and how an order can be canceled. It is separate from our Return & Refund Policy, which covers items after they have shipped.

Please note: orders cannot be canceled automatically on the website. Every cancellation request is reviewed by our support team by email.

1. Cancellation Window

You may request to cancel or change your order within 12 hours of placing it, provided production has not yet begun.

Within 12 hours (before production): Your order can be canceled in full and refunded to the original payment method at no cost to you.
After 12 hours (order already in production): Once the 12-hour window has passed, your pillow has usually entered production and can no longer be canceled as a matter of course. If you still need to cancel or change your order at this stage, email us as soon as possible and we will review your request individually. Depending on how far production has progressed, a partial charge may apply, or we may not be able to cancel at all. We will tell you clearly which applies before anything is charged or refunded.

2. How to Request a Cancellation

To cancel or change an order, contact our support team as soon as possible:

Email support@wallstoryco.com with the subject line "Cancellation Request"
Include your order number and the reason for cancellation
Send your request within the 12-hour window wherever possible, so it reaches us before production starts

We will confirm by email whether your cancellation was successful. Please do not assume an order is canceled until you have received our confirmation.

3. Why Made-to-Order Limits Cancellation

Each pillow is printed individually with the design and size you select at checkout. Once printing has started, the blank carries your chosen design and cannot be returned to general stock or sold to another customer. This is why the cancellation window is short compared with stores that ship from existing inventory.

We encourage you to check your chosen design, size, and material before completing your purchase.

4. Changing an Address or Order Details

If you need to correct a shipping address, email us immediately with your order number. We can usually update an address at any point before the order is dispatched, and there is no charge for this. Once a package has left our production partner, the address can no longer be changed.

5. Refunds for Canceled Orders

Approved cancellations are refunded to the original payment method
Refunds are processed within 5 business days of us confirming the cancellation
The time for the refund to appear in your account may vary depending on your bank or payment provider

6. Orders Canceled by Wallstoryco

In rare cases we may need to cancel an order — for example, if a product becomes unavailable, if a production issue cannot be resolved, or if we cannot verify your payment or shipping details. If this happens, we will notify you by email and issue a full refund to your original payment method. You will never be charged for an order we cancel.

7. Orders That Have Already Shipped

Once your order has been dispatched it can no longer be canceled, but it may still be covered by our Return & Refund Policy, which allows returns within 30 days of delivery for both defective and non-defective items.