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Stock availability

Why can it take so long to get more supplies of a particular item?

We have a plan at the beginning of a season for the products we will need. Once we have launched our catalogue we can see if the plan was correct and can revise it by placing top up orders for popular items. With certain items, the fabric has to be woven specifically for us and brought in from overseas which can take up to two months. Once the products have been made, checked and delivered to us they have to go through our own stringent quality checking procedures and if they don't meet our standards they will be rejected. Quality underpins everything we do and we cannot afford for a product that is anything less than perfect to leave our warehouse.

Why can you not guarantee the item will be available to send when your system shows 1 or 2 in stock?

If our system shows fewer than five items in stock - particularly of our more popular items - our advisors are usually cautious in guaranteeing the item will be available. We do regular stock takes to make sure the stock levels on our systems are correct, but with many customers purchasing on the telephone or online several orders may be requested at once for a low stock item and some customers will inevitably be disappointed.