Preorder is an order placed for item/s before they are available for sale online. When you place a preorder the stock is reserved for you and when the product becomes in stock your order will be dispatched. The estimated delivery period will be noted in the description of the product on our website.
It is the customers responsibility to read the below information carefully before placing an order for a preordered item.
At the time you place your order, you will be required to pay the full amount of the order to secure your preorder.
If you order multiple preorder items or if you combine in stock items with preorder items Across The Puddle will ship your order once the preorder item or items arrive. If you would like for the in stock items to be shipped separately from the preorder item you will be charged twice for shipping or we can ship all items together once the preorder(s) arrive in store. We highly recommend placing two separate orders if you would prefer earlier shipment of in stock items.
Once your order has been placed you will receive your order confirmation via email. Once the product is available and your order has been dispatched you will receive an email with your tracking information.
If for some reason we cannot fill your order due to an inventory or manufacturing error, we will contact you immediately with a resolution. We always want the best possible outcome for you, so you will be able to choose any other item/s from our store at no extra cost to you even if there is a small difference in price. Alternatively we are also happy to offer you a refund or store credit in this instance.
Should you need to return or exchange any pre-ordered items, standard return policies apply with the exception that the return period is 7 days from the delivery date not from the time you have ordered.
Why is my preorder delayed?
Production delays: We work with multiple artisans to produce our pieces. These artisans or their workshops may experience unforeseen circumstances which could cause a change in our production timeline.
Shipping and customs delays: Customs delays can sometimes prevent shipments arriving to our warehouse on schedule. These types of events can also affect shipments from our warehouse to our customers.
Please kindly note that we have no control over when a preordered item arrives, but instead offer estimates. We genuinely try our best endeavours to deliver on time or early, however variables such as the above can cause delays. Across The Puddle unfortunately cannot offer refunds on preorders due to change of mind or any delays which are out of our control as mentioned above.