Cancel or change an order
When you can cancel a printed book order, how to do it, what you get back, and what to do if you need to change an order.
Last reviewed
You can cancel a printed book order until it starts printing. While it's Being checked, we cancel it and refund you in full. Once it's been checked, you can ask us to stop it. Only the person who placed an order can cancel it.
What we'll do
| Where your order is | What you can do | What happens |
|---|---|---|
| Being checked | Cancel order | We cancel it and refund you in full. Any print credits you used come back to you. |
| Checked or At the printer | Request a cancellation | We ask the printer to stop it. If they can, we cancel it and refund you in full, credits included. If it's too late, we let you know and the order carries on. |
| Printing or later | Nothing in the app | It can't be cancelled. If something's wrong, choose Get help on the order. |
If you added the eBook to the order and paid for it, it's refunded too, and it's removed from your library.
Cancel an order
Open the order
In the project's Orders tab, open your order.
Choose Cancel order
Under the receipt, choose Cancel order. If the order has already been checked, it says Request a cancellation instead.
Optional: tell us why
In Anything we should know? (optional), add a note for us.
Confirm
Choose Cancel order, or Send request if you're asking us to stop it.
After you cancel, the order says Cancelled and Your refund is on its way, then Refunded once your money is back. If you paid only with print credits, it says your credits are on the way back.
After a request, the order says Cancellation requested and We're checking with the printer until we hear back.
If you change your mind
Until we've dealt with it, you can take it back:
- After Cancel order, choose Keep my order.
- After Request a cancellation, choose Withdraw request.
The order then carries on as normal.
If we couldn't cancel it
The order says We couldn't cancel this order, with a note from us explaining why. You can't ask again in the app. If you still need help, choose Get help on the order.
Change an order instead
You can't change an order's address or contents in the app once you've paid. If something needs changing, tell us as soon as possible and we'll do everything we can before it prints.
Choose Get help on the order. This starts an email to us with your order number in the subject. Or email support@keepsakeproject.co. Include:
- Your order number (it's on the order, after Order)
- What needs to change, such as the new address or the page with the mistake
Changing an address in Settings doesn't change orders you've already placed.
Notes
- You can cancel only your own orders. If you're the owner, you can't cancel an order someone else in the project placed. Ask them to cancel it.
- For an order that arrives damaged or with a printing fault, see Something's wrong with my printed book.