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From time to time, a customer asks if they can order something from us which is currently not in stock. This might include footwear in half sizes or different colours to those available in store, or it may be an item which is manufactured by a brand we stock, but an item we do not normally carry.
These orders are outside normal planned purchasing and as such are considered 'Customer Special Orders'.
Whilst we make every effort to facilitate these orders, it is important to note the timeline, the extra workload and costs involved for the entire supply chain. As a result, many brands have minimum order quantities before they will ship 'free' to retailers. All these factors combined make customer special orders an unattractive proposition to the retailer and indeed, many independent retailers no longer provide this value-added service.
We too have considered removing this service altogether. We have also considered removing community member discounts on special orders. However, we understand the value of this service to our loyal customer base, so we are implementing a new strategy, outlined below, and will adopt a wait and see approach.
From January 2023, customer special orders below a value of under €750 will take place during the first working week of each month only, alongside any top up stock orders. If a customer requests a special order to be placed after the monthly order has been submitted, they can choose to either wait for the following month or try the brand themselves directly.
In addition to better managing the challenges outlined above, this is more in line with our sustainability policy by avoiding multiple deliveries, the resultant emissions, and of course costs to us and our suppliers.
This may mean that a customer could be waiting 6 weeks for a delivery. Customers with high value orders (over €750) will be examined on a case-by-case basis.
A Special Customer Order is not placed until availability is confirmed and 50% deposit is received.
All customer special order requests are subject to availability and a 50% deposit. A member of staff will advise the customer that they will find out about availability and get back to them as soon as possible.
If the item is available, the customer will be informed and sent a secure payment link. We can no longer take deposits by card over the phone for security reasons. An order will not be placed on the customer's behalf until the deposit is received. It is important that the customer understands this and the risk of the item becoming unavailable in the interim and/or missing the monthly order cut off.
To avoid unnecessary delays, when requesting a special order, customers should provide an email address they check regularly and a mobile phone number with permission to contact them about their order.
Buy paying the deposit, customers are entering into an agreement with us that we will provide this value-added service and the exact item the customer requested. The deposit protects us from change of mind.
If a special customer order arrives and does not fit, the customer may be offered store credit in lieu of your deposit at our discretion. You will not be refunded. This does not affect your statutory rights. See CCPC guidance here.
This is not done lightly and is to ensure we can offset at least some of the costs associated with the special order. Bear in mind that we may not be able to sell the product on in a timely fashion, or at RRP value since we don't normally stock it. If the customer is not sure about fit, it is advisable to order directly from the brand or try elsewhere.
Corporate client orders are dealt with separately. New corporate clients are subject to approval.