Use this article if…
- You've pre-ordered and you want to know when it moves.
- You want to cancel a pre-order.
- You're deciding whether to pre-order at all.
Quick answer
A pre-order holds your place in the queue for a product that's still in production, and the dispatch month sits on the product page you ordered from. You can cancel any time before it dispatches and get the full amount back. Cancel before dispatch. No fee.
Problem
- You've paid for something that hasn't been made yet, and you want to know where you stand.
Symptoms
- Your dispatch month has passed and you've heard nothing.
- Other people have received theirs and you haven't.
- You no longer want to wait.
Cause
- Production runs finish in batches, not all at once. Colours and variants come off the line at different times, so two people who ordered the same day can ship weeks apart.
- Your queue position is your order date. Within a variant, the earliest orders go out first.
- A dispatch month is the date we're working to, not a promise from a carrier. When it moves, it moves because production moved.
Fix Step-by-step
- Check the dispatch month on the product page: it's kept current, so it's the best answer available at any moment.
- Wait for the tracking email: it sends itself the day your item comes off the line and goes out, so you don't need to watch for it.
- Ask for your queue position: raise a ticket with your order number and we'll tell you where you sit for your variant.
- Cancel if the wait no longer suits you: reply on your ticket or raise one, and we'll refund the full amount to your original payment method. Cancel before dispatch. No fee.
Still stuck? Send us these photos
Send your order number and tell us whether you want the queue position or the cancellation.
Cancelling is your call, right up to dispatch
You can cancel a pre-order at any point before it leaves the warehouse and get the full amount back to your original payment method. Cancel before dispatch. No fee.
Once it has dispatched it stops being a cancellation and becomes a return, which works differently. Read how returns work.