I’ve received an email saying an item in my order isn’t availableUpdated 11 days ago

Occasionally, an item may become unavailable after you’ve placed your order, which means we’re unable to send it to you. We’re sorry when this happens, and we understand how disappointing it can be.

How will I know?

We’ll send you an email with the subject “Some items in your order are not available”. It will show your order number and list the item(s) we’re unable to send.

Will I be charged?

No, you won’t be charged for any unavailable items. If your bank or PayPal has placed a temporary hold on the funds for these items, the hold will be released. How long this takes depends on your bank or PayPal, but it’s usually within [10 working days].

What happens to the rest of my order?

If you ordered more than one item, the rest of your order will be sent as normal, and you’ll only be charged for the items you receive. [If none of the items in your order are available, your order will be cancelled and you won’t be charged.]

Can I still get the item?

Unfortunately, we’re unable to reserve or source the item for you. If it comes back in stock, it will be available to order on our website and app as usual.

If you need to speak to a member of the Customer Service team, you can contact using our messaging service in the bottom right corner or contact form here.