Failed Payments & Frozen Checkout | Name & Kin

First check for an order confirmation and whether your payment provider shows a completed charge or a pending authorization. A pending entry alone does not confirm a successful order. Avoid repeated checkout attempts if the result is unclear. Contact us with the checkout email, approximate time, and error message. Use website chat, our Contact Us form, or email service@nameandkin.com. If you can open the order details, you can also select “Need help” to submit a support ticket. Never send your full card number, security code, or password.

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Use website chat, our Contact Us form, the "Need help" button in your order details to submit a ticket, or email service@nameandkin.com. Include your order number and checkout email if available. Our team works Monday to Friday and normally replies within 24 business hours.

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Pre-sale question

Common questions

Will I see a preview before ordering?

If a live preview is available on the product page, use it to review the options you have selected. Not every item includes a preview or a separate design proof. A preview is a guide: screen colors and the appearance of handmade lettering can vary. Check the submitted name and options carefully before paying.

Can I change a name or cancel after ordering?

Contact us as soon as possible, ideally within 24 hours of placing the order. You can use website chat, our Contact Us form, the "Need help" button in your order details to submit a support ticket, or email service@nameandkin.com. Include your order number and the exact correction or cancellation request. We will check the production stage; a change or cancellation is not guaranteed once production begins, even within the first 24 hours. See our Return & Refund Policy.

How long does personalization take?

Most personalized orders require 2-4 business days for production before dispatch. A different estimate on the product page or at checkout takes priority. Production starts after we receive the order and the required personalization details; missing information, large orders, and busy periods may add time. Shipping time is separate. See our Shipping Policy.

How long does shipping take after dispatch?

Estimated standard transit times are 5-9 business days to eligible addresses in the contiguous U.S., 4-7 to the United Kingdom, 6-10 to Canada, 6-9 to Australia, and 6-9 to other destinations where delivery is available. Add production time to these estimates. Delivery is not guaranteed by a particular date, and address restrictions apply. Check our Shipping Policy for current details.

Can I return or exchange a personalized item?

Correctly made personalized items are not normally eligible for a change-of-mind return or exchange, including a different name, size, or color selected after ordering. We can help if an item is damaged, faulty, incomplete, or does not match your order. Submit an eligible return or exchange request within 30 calendar days of delivery. Contact our support team before sending anything back so we can provide the return address and shipping instructions. You can use website chat, our Contact Us form, the "Need help" button in your order details to submit a support ticket, or email service@nameandkin.com. Read our Return & Refund Policy. Your applicable legal rights are not limited.