Your goods were ordered with the brand immediately after you place the order with us and paid your deposit. At the point we ordered your goods we requested that they are available for you approximately 8 weeks before your due date. The brand you have selected have informed us that they will be able to complete your order as requested and this is why we are sending you this message. As mentioned to you when you placed your order we request all balances to be paid before your goods are sent to us by the brand. We normally request this 10 to 14 days before goods are shipped. We have regular contact with our brands and during this contact they make us aware of goods in stock with them ready to ship to us. They may also have goods that are expected to land in their distribution centres which will allow them to complete our request during this time window, they will provisionally allocate these goods to ship to us. Please be aware that in some cases these dates can move due to logistic delays with containers arriving in to the UK. In addition to this, delays may result due to demand on goods. Both ourselves and our brands will do everything in our power to minimise these delays and we will continue to aim for your order to be completed within our quoted window.
To pay your balance please call or visit the store during our normal opening hours and our team will assist with this. Should you pay your balance over the telephone we will send you a receipt confirming your balance has been paid. Should you choose to visit us to pay your balance we accept Cash, Cards, Apple Pay, Google Pay and ClearPay.
Once your balance has been paid we will confirm to the appropriate brand that the goods ordered for you can be released for delivery to us. If those goods are currently in stock in their distribution centre we would normally expect them to ship to us with 10 to 14 days. If the goods are due to arrive with them during the period they will confirm allocation and release them as soon as they arrive with them. Please be aware that should items arrive in to their distribution centre later than forecast this may result in your goods arriving with us outside of the 10 - 14 day window. Every effort will be made to minimise this. Once your goods have arrived in store our team will send you another message confirming they are now in stock and in our warehouse ready for you. This message contains a link to another handy guide on how to collect your goods.
Please do not panic, as we have contacted you to collect your balance your goods have been allocated by the brand and they will be with us soon. There are a few reasons why your goods may not have arrived as expected and why we have not been in touch with you. As mentioned above, sometimes our brands will allocate our orders against goods still in transit (with the intention of shipping them to us as soon as they arrive with them), if this is the case please rest assured that your goods will be with us very soon and we will contact you immediately should it become apparent that this is not the case. Another reason may be down local logistics. When goods ship from our brands they do not use their own logistics firm and are reliant upon national couriers - these couriers may impose a limit on the number of items they are able to handle, in addition to this sometimes shipping delays can occur due to the sheer quantity of goods brands need to ship. This can be particularly relevant on new goods or goods in high demand. One of the reasons we recommend ordering goods to arrive in store approximately 8 weeks before a customers due date is to help minimise issues should delays arise, as stated above. To summarise, if we have requested your balance please be assured your goods will arrive in the store as quickly as possible given the possible issues outlined above.
Please do not worry if you are unable to pay your requested balance. Firstly we would ask you to contact the store as soon as possible so that we can assist you. When a balance has been paid we inform the brand that they can send your goods to us, if your balance remains unpaid we will not confirm your goods until it is. If you need a little more time to pay your balance this is not a problem and we will simply re-schedule your goods for you. Please be aware that if we re-schedule your goods the brand may de-allocate the stock which may result in your goods arriving after your requested date. We will make every effort to work with you and the brand to secure goods in order for you to not be inconvenienced by any delay. The sooner we are aware that you are not able to pay your remaining balance the sooner we can act in your interest to ensure your goods.
