Compensation policy
On time, or compensated — for every special order we bring in for you.
What we promise
When you place a special order, we do not guess at a delivery date. We agree one with you before you confirm, based on where the product ships from and how it clears customs. That date is recorded on your order.
How compensation works
- 1. We agree a date
- Your promised delivery date is shown before you confirm the order, along with the deposit required to reserve it.
- 2. A short grace period
- Shipping and customs can move by a day or two, so a brief grace period runs from the promised date. Its length is shown with your order.
- 3. Compensation applies automatically
- If we are still late once the grace period has passed, compensation is applied to your order without you having to ask or claim for it.
The exact grace period and compensation amount are set per order type and are always displayed to you before you confirm. The figures that applied when you ordered are the ones we honour, even if we change them later.
Your deposit
Special orders are reserved with a deposit, shown to you before you confirm. If we cancel an order we cannot fulfil, your deposit is refunded in full.
What this does not cover
- Delays you ask for — for example changing the delivery address or asking us to hold the order.
- Failed delivery attempts where we could not reach you at the address or number given.
- Events outside anyone's control, such as customs holds on the product itself, or a manufacturer withdrawing it. In those cases we cancel and refund rather than compensate.
To start a special order, see how special orders work. This policy forms part of our Terms of Service.