Pre-Order Policy
What is a pre-order?
A pre-order allows you to secure early access to the most coveted pieces of the upcoming season before they sell out. When you place a pre-order, it means that the item is still in production and not immediately available in our warehouse. It is essential to check if the product is in pre-order status before finalising your purchase, as delivery times can vary for pre-orders.
How long will it take to ship out my pre-order?
The waiting time for shipping out a pre-order can vary depending on the specific item. Typically, the estimated waiting period is between 15–30 working days from the date the item was published. Once the item is in stock at our warehouse, your order will be dispatched within three days.
Please note that if your order contains a pre-order item, it will be shipped separately from any other items you may have purchased.
What causes delays in shipping pre-orders?
The production process involves multiple steps of manufacturing and processing, which can lead to delays. While the production sequence is typically linear, unforeseen errors or challenges may arise.
In the rare event of a delay, our Customer Care team will promptly reach out to you to provide updates and assistance.
Can I cancel a pre-order?
Yes, you can cancel a pre-order within 24 hours of purchase. After this window, cancellations are not possible. If you change your mind about a pre-order item within 24 hours, you can contact our Customer Care team to request cancellation.
Additionally, if the 30 working days have passed and the item is still not available, you can also request cancellation of the pre-order.
Can I change my shipping address for a pre-order?
Yes, you can change your shipping address before the order is dispatched by accessing your order details in your account and contacting customer service. Once the order has been shipped, modifications to the shipping address are no longer possible.
Questions about your pre-order? Contact our Customer Care team at connect@maisonisivis.com