How are out-of-stock orders handled?Updated 12 hours ago

If an item in an existing order is out of stock, our customer-care team must first check the available on-hand stock before offering an alternative.

The customer must then be offered three choices:

1. Swap the unavailable item for an available alternative of equivalent value.

2. Cancel the unavailable item or the full order for a refund.

3. Keep the order open and wait until the item is back in stock.

We do not change or cancel an order until the customer confirms their preference. We do not promise a restock or dispatch date unless it has been verified.

If customer care offers a complimentary product or discount because of the delay, the ticket must be tagged CS Recovery Offer. Discount offers must also be tagged discount_given. Complimentary-product offers should use the matching recovery macro.