Order-In & Special Order Policy

What “Order-In” Means
An Order-In item is not currently held in stock at our store. When you place an order, we will purchase the item specifically for you from one of our suppliers.

Estimated Delivery Times
Most Order-In items arrive within 3–7 business days, however this is an estimate and not a guarantee. Delivery times depend on supplier availability, courier services, and manufacturer stock levels.

Collection & Notification
Order-In items are available for in-store pickup only.
We will notify you by email when your item arrives and is ready to collect.

If an Item Cannot Be Supplied
If we are unable to source an Order-In item for any reason (including supplier shortages, discontinuation, or unexpected delays), we will:

• Contact you as soon as reasonably possible, and

• Offer a full refund, an alternative item, or the option to wait if stock is expected to return.

If we cannot supply the item within a reasonable time, you are entitled to a refund under UK consumer law.

Cancellations by You
You may request to cancel an Order-In item before the order is placed with our supplier.
Once the supplier order has been placed, cancellation may not be possible, as the item is being sourced specifically for you.

This does not affect your statutory rights if we fail to supply the item.

Refunds
Where a refund is due, it will be issued to the original payment method within 5–7 business days of confirmation.

Uncollected Orders
Once your Order-In item arrives, it will be held for 14 days. If the item is not collected within this time and we do not hear from you, we may cancel the order and issue a refund.

Your Statutory Rights
Nothing in this policy affects your rights under the Consumer Rights Act 2015 or other applicable UK consumer protection laws.

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Order-In FAQ

What does “Order-In” mean?
It means the item isn’t currently on our shelves, but we’ll order it from our supplier specifically for you.

How long will it take?
Most items arrive within 3–7 business days, but this can vary depending on supplier stock and delivery times.

How will I know when it arrives?
We’ll email you as soon as it’s ready for in-store pickup.

What if the supplier can’t provide the item?
If we can’t source it, we’ll let you know and offer a full refund, an alternative, or the option to wait if restock is expected.

Can I cancel my Order-In?
Yes — as long as we haven’t placed the order with the supplier yet. Once it’s been ordered in specifically for you, cancellation may not be possible.

Is this a preorder?
Not exactly. Preorders are for upcoming releases. Order-In items are existing products that we don’t currently have in stock.

Do I have to pick it up in store?
Yes. Order-In items are for in-store pickup only.