Preorder FAQ

Modified on Sat, 11 Feb 2023 at 04:22 PM

What is a preorder?

Purchasing a preorder item allows you to reserve a product before the stock is physically with us. This ensures that you will receive the product which otherwise you may have trouble securing, either because the brand does not ship to Australia or because it is in limited supply. 

We do not always restock every product that is listed for preorder, so we highly recommend you secure a product during a preorder rather than waiting to see if it becomes available later on. 

Please ensure you read and understand our Preorder Terms and Conditions prior to placing an order containing a preorder item. 

When can I buy a preorder item?

We run multiple preorders per month for various brands, usually upon their release of exciting new products! The window for a brand’s preorder is always listed on the Release Schedule page. 

Preorders generally open at 9am AEST on the scheduled open date; and close 3pm AEST on the scheduled closure date. 

In most cases we will offer a new release as a set with a discount. 

We are Australian and use AEST (no daylight savings as we’re in QLD).

Where do I find preorder items?

Visit our website navigation menu, go to ‘Preorders’ section and view the list of items. If there are no brands listed, it means there are no active preorders. Check our Release Schedule for information on upcoming preorders.

When will my preorder items ship?

All preorder items are subject to extended shipping window, as we must wait for the items to safely arrive to our warehouse. After the preorder window closes, we submit our order to the brand. They often ship to us within 2-3 weeks; and transit time is around another 3 weeks. It is safe to assume all preorder items will ship 6-8 weeks after purchase. But please always check our Release Schedule for dates and notice of delays.

Can I buy different brand preorder items? Or non preorder items too?

Certainly. You can include any item type in your orders. Your order will wait for all items to arrive before it ships, however. If you wish to have your order split, and ship some sooner than later, a secondary postage charge will be payable. This will be organised manually, so please open a ticket or assistance.

Can I ship my non-preorder items now, and the preorder items when they arrive later?

Certainly – we can organise this for you! Please open a ticket with your request. Note that an additional postage fee will be payable.

I would like to cancel a preorder item/s I purchased

Unfortunately we cannot cancel and refund preorder items. All preorder items are final sale. If you do not wish to purchase final sale items, we recommend you await the restock of the items – however we do not tend to restock ALL preorder items so you may miss out. 

Combine orders from different preorder windows:

We offer a Order Hold service that allows you to place multiple orders at different times, and combine all those orders within a 3 month window for shipping. Excess postage paid is refunded after shipping. Find out more on the Order Hold listing. This is ideal for shopping in different preorders :)

Will preorder items be restocked?

Unfortunately we cannot guarantee all items that are available in a preorder will be restocked. We tend to order extra’s of the new releases; but general catalogue shades are not always restocked. 

When will extra stock from a preorder be on the site?

We usually try to get extra stock on the website within 3-5 business days (really depends on the time of month and how busy we are with dispatch). Check our Release Schedule because as we note there once any excess stock is listed on the website. 

What happens if there are stock delivery delays?

On occasion we do experience shipping delays with some brands. We email affected customers to keep them in the loop. Delays are often only 1-2 weeks. In extremely rare circumstances delays can be 4+ weeks; and at our discretion we usually offer another item, a refund or the option to continue waiting.

How do I know my order is still being processed, it’s been weeks!

Check your account dashboard on the website, if your order status is ‘awaiting preorder stock’ that means the stock is yet to arrive. Once it does, your order will ship and tracking will be sent to you, or if you wanted your order held the status will be updated to ‘on hold’. 

Can I request a certain brand preorder, or colour?

Certainly, please open a ticket.

Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select atleast one of the reasons
CAPTCHA verification is required.

Feedback sent

We appreciate your effort and will try to fix the article