Understanding our dispatch process is crucial for managing your expectations about delivery times. Here's a comprehensive guide to our order processing and shipping procedures.
Standard Dispatch Times
- Same-Day Dispatch: For all orders placed before 15:00 UK Time (Monday to Friday), we aim to dispatch on the same day to ensure you receive your goods quickly.
- Weekend and Holiday Policy: We do not send out orders over the weekend or during national holidays. This helps maintain a consistent and reliable shipping schedule.
- Cut-off Time: Orders placed after 15:00 UK Time will be processed on the next working day.
Potential Delays
While we strive for prompt dispatch, certain situations may cause delays:
- Internal Issues: Occasionally, we may face internal temproary challenges such as:
- Staff shortages
- Technical issues
- Inventory discrepancies
- Notification of Delays: In cases of known delays, we will publish a clear notice in the header of our store website. This information will be visible before you complete your order, allowing you to make an informed decision.
- Backorder Items: If your order includes a backordered item, the entire order will be held until all items are in stock. This ensures that you receive your complete order in one shipment.
Please note that if your order includes a backorder item, the entire order will be held until everything is in stock before we will ship your order.
How to Identify Backorder Items
You can identify backordered items in two ways:
- During Checkout: The checkout process will clearly indicate if any items in your cart are on backorder.
- Order History: After placing an order, you can check your order history to see the status of each item.
Modifying Your Order
We understand that sometimes you may need to adjust your order due to stock availability. We offer a convenient solution, to learn more about this, please see our article - How to Modify Your Order
Using this feature can help expedite the shipping of in-stock items if you choose to remove backordered products from your order.
Special Considerations
- Custom or Made-to-Order Items: These may have longer processing times. The product page will specify any extended timeframes.
- Pre-Order Items: Similar to backorders, pre-order items will delay the shipping of your entire order until the pre-order item is available.
- International Orders: Please note that international orders may have different processing times due to additional customs procedures, however most orders within the EU do not have any delays.
Frequently Asked Questions (FAQs)
Q1: What if I need my order urgently?
A: For urgent orders, please select the fastest shipping service for your order, see our guide on Shipping Service Selection. Please note that if something is on backorder, we will not ship order order, so only order items that are indicated as being in stock on our website to ensure fast dispatch!
Q2: Can I change my shipping address after placing an order?
A: Yes, you can request an address change through our "Modify Order" feature, as long as the order hasn't been dispatched yet.
Q3: Do you offer expedited shipping options?
A: Yes, we offer various shipping options at checkout. Expedited shipping is available for most in-stock items.
Q4: What happens if a product becomes unavailable after I've placed my order?
A: While rare, we'll contact you promptly to discuss options, which may include waiting for the item to be restocked, substituting for a similar product, or cancelling that part of your order.
Q5: How long will my order be held if it contains a backordered item?
A: We typically hold orders with backordered items for up to 30 days. If the wait time is expected to be longer, we'll contact you to discuss your preferences.
Q6: Can I combine multiple orders into one shipment?
A: If you've placed separate orders that haven't been dispatched yet, contact our customer service team. We'll do our best to combine them, although this may not always be possible depending on the processing stage of each order.