At Silkerix, we understand that plans shift—a wrong size gets selected, a shipping address needs correcting, or you simply change your mind. This page explains exactly how to modify or cancel an order for canvas shoes, running shoes, or sneakers purchased at silkerix.com. All orders are fulfilled by 温州市瓯海梧田本杰贸易商行, which is headquartered and registered at 浙江省温州市瓯海区梧田街道瓯海大道196号301室（麦芽糖）622号 and operates exclusively online at silkerix.com. We do not operate a walk-in retail showroom at that address.

Your 12-Hour Change and Cancellation Window

You may request a change or cancellation within 12 hours of placing your order, or before your order enters our 2–3 business day handling and packing queue—whichever comes first. Because our Wenzhou fulfillment team begins processing quickly, the 12-hour window is the most reliable point at which an order can still be modified.

To submit a request, email [email protected] with the subject line “Order Change Request – [Your Order Number]” or “Order Cancellation – [Your Order Number]”. Include your full name, order number, and the specific change you need. Requests are reviewed during customer support hours: Monday–Friday, 9:00 AM – 5:00 PM Central Time (CT). Requests received outside these hours are handled on the next business day.

What You Can Change

• Size or color: Swap to another available size or colorway of the same footwear model, subject to stock.
• Shipping address: Correct or update a US delivery address before the order ships.
• Contact details: Update your email or phone number for delivery notifications.
• Order cancellation: Cancel the entire order for a full refund if it has not yet shipped.

Changes to the product model itself (for example, switching from a canvas shoe to a running shoe) are treated as a cancellation plus a new order, because pricing and stock availability may differ.

When Changes Are No Longer Possible

Once an order has entered packing or has shipped, it can no longer be changed or cancelled. If your footwear has already shipped, you may still return it under our Refund and Returns Policy: we accept returns within 30 days of the delivery date, and refunds are processed within 3 days after the returned item is inspected. Please email [email protected] to request an RMA return label and verified return warehouse instructions before mailing any footwear back. Do not ship returns to the registered address without written instructions.

Cancellation Refunds and Timing

Order Status	Change or Cancellation Outcome	Refund Method
Within 12 hours, not yet packed	Change or cancel approved	Full refund to original payment method
Packing queue entered	Change not guaranteed; cancellation may be declined	Refund only if cancellation is confirmed
Shipped	Cannot be changed or cancelled	Return under the 30-day return policy

Approved cancellation refunds are issued to your original payment method (Visa, Mastercard, American Express, Discover, PayPal, or Stripe). All prices are in USD. Bank posting times vary, but Silkerix initiates the refund promptly after approval. Shipping is free on all US orders, so no shipping charges are deducted from cancellation refunds.

Handling and Delivery Expectations

Orders are handled in 2–3 business days (Monday–Friday, excluding US federal holidays) and delivered in 6–9 business days, for a total estimated arrival of 8–12 business days from order placement. Standard shipping is free ($0.00) on every US order. For full shipping details, see our Shipping Policy.

Need Help?

Our team is happy to assist with order changes, cancellations, sizing questions, or fit guidance for canvas shoes, running shoes, and sneakers. Contact us at [email protected] or +86 166 7400 2242 during support hours. You can also review our FAQs, Contact Us, Payment Methods, Terms and Conditions, and Privacy Policy. For privacy, accessibility, DMCA, or review-related requests, please email [email protected] with a clear subject line so we can route your message correctly.