Full refund.
If your order has not entered production and has not been shipped, you may cancel it for a full refund of the amount paid.
Please contact us promptly so we can verify the order status and arrange the cancellation.
ShopPajama Cancellation Policy
Changed your plans?
Let us help.
If you need to cancel your order, please contact us as soon as possible. Your cancellation options depend on whether production has started or your order has already been shipped.
01 / Cancellation eligibility
Your order stage matters.
The following rules apply to cancellation requests, including orders for custom-made mascot costumes.
Costs deducted.
If production has already started and the order has not been shipped, you may request a cancellation. Your refund will be the amount paid minus costs already incurred for your order.
These may include materials and completed production work. We will explain the deductions and confirm the refund amount before finalizing your cancellation.
After-sales support.
Once your order has been shipped, cancellation is no longer available under this policy. Please contact us for after-sales assistance.
Any return or refund request will be reviewed under the applicable return and refund policy.
Not sure which stage your order is at? Email us with your order number. We will check the current production and shipping status and explain the available options.
02 / Send your request
Start with your order number.
Send your cancellation request to sale@shoppajama.com. To help us locate your order, please include:
- Your order number.
- The name and email address used to place the order.
- The item or items you would like to cancel.
- A brief reason for cancellation, if you would like to share it.
You can also use our contact form. Please clearly state that you are requesting an order cancellation.
03 / What happens next
From request to confirmation.
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We check your order
Our team reviews the production and shipping status to determine which cancellation rule applies.
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We explain the outcome
We confirm the available options and any refund amount, including a breakdown of costs already incurred where applicable.
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You receive confirmation
Once the cancellation is finalized, we send you written confirmation and the details of any refund being arranged.
A request is not a cancellation confirmation. Please wait for written confirmation from our team before treating your order as cancelled.
04 / Refund information
Clear details about your refund.
For cancellations before production and shipment, we refund the full amount paid. For cancellations after production has started but before shipment, we deduct the costs already incurred for your order and refund the remaining amount.
We will confirm the refund amount and processing details by email. The time it takes for funds to appear in your account may vary depending on your payment provider or bank.
Need an update?
If you have a question about a confirmed refund, contact us with your order number and cancellation confirmation so we can help check its status.
Here to help
Let’s check your options.
Whether you need to cancel an order or ask about a shipment already on its way, our team can help you understand the next steps. Please have your order number ready.
This policy does not limit any rights you may have under applicable consumer law.