Cancel or Change Order

Last updated: March 17, 2026

We understand that sometimes you may need to modify or cancel an order after placing it. At Twozens, we process orders quickly to ensure fast delivery, but we will do our best to accommodate your request.

1. When You Can Cancel or Change

You may request a cancellation or change to your order only before it has been packed and shipped. Orders typically enter our processing system within a few hours of placement. Once an order is in the “shipped” status, we cannot make any changes; you will need to initiate a return after delivery.

2. How to Request a Cancellation or Change

If you need to cancel or modify your order, please contact us immediately via email at support@twozens.com with the subject line “Order Change Request” and include:

• Your order number.
• The name on the order.
• Specific details of the change (e.g., cancel entire order, remove an item, change size/color, update shipping address).

Note: Phone support is not available for order changes; email ensures a written record and faster handling by our team.

3. Processing Your Request

Our support team will review your request and check the current status of your order. If the order has not yet been processed, we will make the requested change and send you a confirmation email. If the order has already been processed or shipped, we will inform you and explain the return procedure.

4. Cancellation Before Shipping

If your order is successfully canceled before shipping, we will issue a full refund to your original payment method within 3–5 business days. You will receive a cancellation confirmation email.

5. Changing Shipping Address

If you need to correct your shipping address, please contact us as soon as possible. We can update the address only if the order has not yet shipped. Once shipped, we cannot reroute packages; you may need to work with the carrier to forward the package (at your own expense).

6. Changing Items (Size/Color/Quantity)

If you want to change the size, color, or quantity of an item, we recommend that you request a cancellation of the original order and place a new one. This is often faster than modifying an existing order, especially if inventory is limited.

7. What If My Order Already Shipped?

If your order has already shipped, you can still return the items after delivery following our Return & Refund Policy. We offer free returns within 50 days, so you will not incur any cost for returning unwanted items.

8. Contact Information for Order Changes

We aim to respond to all requests within 2–4 hours during business hours. For faster service, please include all relevant details in your initial email.

9. Policy Limitations

While we strive to accommodate all requests, we cannot guarantee that every cancellation or change will be possible. Factors such as order volume, time of day, and warehouse processing speed may affect our ability to intervene. Thank you for your understanding.