If an item in your order is unavailable

When we find a problem with your order

Every order is checked as it is picked and packed. If we find that an item you ordered is missing from our stock, or that the item has a fault, we will not send it out — we will contact you first.

You will hear from us as soon as we spot it, while we are preparing your shipment. We will let you know exactly which item is affected and what we can do about it.

Your options

We will offer you a replacement first:

The same item in a different colour or size, if we have one.
A different item altogether, if you would rather choose something else from our range.

If you would prefer not to take a replacement, you can instead have:

Store credit for the value of the item, or
A refund for that item.

Please reply as soon as you can

The rest of your order waits while we hear back from you, so the quicker you reply, the quicker everything ships.

If you have received a call, an email or a WhatsApp from us about an unavailable item, replying the same day is the single best thing you can do to avoid a delay.

If we do not hear back from you

We will not leave your whole order sitting indefinitely.

If you ordered several items, we will remove the affected item and send the rest of your order to you. The amount for the item we could not supply stays outstanding until you tell us what you would like to do with it — a refund or store credit, whichever you prefer. That choice is always yours, and it does not expire because we shipped the rest of your order.

If we cannot send the rest, your order is held until you tell us how you would like to proceed. Nothing is cancelled without hearing from you — just contact us whenever you are ready and we will pick it up from there.

If the replacement is a different price

If your replacement costs less than the original item, we will issue a store voucher for the difference. It is loaded onto your account and comes off automatically the next time you check out.

If your replacement costs more, we will send you a payment link for the difference. Once that is paid, your order goes out.