The 24-hour change window

Because every AutoWin mat is made to order, we can only accept changes before production begins. In practice this means:

Change window

You have up to 24 hours after placing your order — or until your "In production" email arrives, whichever comes first — to change or cancel.

What can be changed within the window?

  • Vehicle make, model, year, trim
  • Drive side (LHD / RHD)
  • Material (eco-leather ↔ leatherette ↔ velour)
  • Base color
  • Stitching color
  • Piping or logo selection
  • Shipping address
  • Billing name on the invoice

What cannot be changed

  • A switch from custom-fit to universal (these are separate product lines)
  • Combining two orders placed separately (shipping is quoted per order)
  • Changing the currency of the invoice after payment has settled

How to request a change

The fastest path is to open a case — it lands directly in our dispatch queue with a Case ID, instead of sitting in an inbox:

  1. Open a change-request case — choose Billing / order question and attach your order number.
  2. Include in the description:
  • Your order number (#AW-XXXXX)
  • The exact change you want
  • Your daytime phone number (for urgent verification)
  1. Track progress live at /track with your Case ID.

We confirm every change request within 2–4 business hours during office hours (Mon–Fri, 9:00–18:00 EET).

Cancelling an order

Cancellations are possible only before production

Once your order has entered production, it cannot be cancelled — the mats are already cut and being sewn for your exact vehicle. This is the same policy used by all true made-to-order manufacturers.

To cancel within the window:

  1. Open a cancellation case — select Want to cancel unfulfilled order in the wizard. This produces a Case ID our team picks up instantly.
  2. We confirm cancellation within 2–4 business hours.
  3. A full refund is issued to your original payment method.
  4. Refunds typically post within 5–10 business days depending on your bank.

After the window — your options

Even if production has already started, you still have options:

  • Address change — often still possible up until the moment the courier collects.
  • Color or logo mismatch — if we made a mistake vs your order, we cover a remake free of charge.
  • Defective on arrival — covered by our quality guarantee.
  • Genuine remorse — you can still refuse delivery, but since custom mats are non-returnable, no refund is issued. Open a case first; we often find a middle-ground solution.

Payment plan / Klarna orders

If you paid with Klarna or another installment plan:

  • Cancelling before shipment: the plan is cancelled and any paid installments are refunded automatically.
  • Cancelling after shipment: not possible — the plan continues until paid.

For installment-specific questions, contact your plan provider directly as well as us.

Duplicate orders

If you accidentally placed the same order twice (e.g. payment timeout, double click), open a duplicate-order case with both order numbers and select Want to cancel unfulfilled order. We can cancel and refund the duplicate within the 24-hour window.