Backorder TermsUpdated 3 hours ago

Some of our most popular products, including the XEN, Acrylic and Cedar ranges, are made to order. When you order a backordered product, you’re securing your unit before it’s built and shipped.

How it works

• Full payment is taken at checkout, and your place in the queue is locked in.
• The estimated dispatch date is shown on the product page before you buy. If timing matters (for example, for a gift or an event), check this first or ask us for the latest estimate.
• If your order includes in-stock and backordered items, we’ll usually wait to ship them both out. If you'd prefer a separate shipment, let the team know.

Keeping you updated
We’ll email you at each stage, from order confirmation through production, dispatch and delivery.

If your estimated date changes
If we can’t dispatch by the estimated date shown when you ordered, we’ll contact you before that date passes with a revised estimate. You can then choose to wait or cancel for a full refund. If no date was shown, the same applies if we can’t ship within 30 days of your order.

Cancelling a backorder
You can cancel a backordered item for a full refund at any time before it’s dispatched. Refunds appear within 2–5 business days depending on your bank or provider. If you cancel an order once it's in transit, all applicable restocking and return fees will apply.