Pre-orders : everything you need to know

We want to be completely upfront about how pre-orders work at Stuart & Lau — what they are, what to expect, and what they aren't. If you're considering a pre-order or already have one open, this article should answer every question you might have.

What is a pre-order?

A pre-order means the item you're purchasing is in production but not yet in our warehouse. By ordering now, you secure your item at the pre-order price and reserve your place ahead of general availability.

Pre-orders are not instant-ship orders. If you need your item by a specific date, please read the estimated ship date carefully before placing your order — and if that date is firm and non-negotiable, a pre-order may not be the right fit for your situation.

Why pre-order instead of waiting until it's in stock?

There are two compelling reasons. First, pre-order pricing is offered at a meaningful discount from the standard retail price. That discount reflects the patience and flexibility that a pre-order requires — and it won't be available once the item is in stock. Second, our production runs are limited. Items can and do sell out before or shortly after arrival, and a pre-order guarantees your item regardless of demand.

Think of it this way: the pre-order price is our way of saying thank you in advance for your patience. In return, we ask that you come into the process understanding that estimated dates are exactly that — estimates.

Where do I find my estimated ship date?

The estimated ship date is listed directly on the product page in two places: in bold red font just below the add-to-cart button, and in more detail within the Shipping & Returns tab on the same page. It is updated in real time whenever new information comes in — making the product page the most reliable and up-to-date source at any given moment.

FAQ Video Link : how to find the estimated ship date for my preorder?

Not sure where to look? We made a short video that shows you exactly where to find it on the product page.

We recommend bookmarking your product page as your first stop any time a question about timing comes to mind — it will always have the most current information, often faster than waiting on a reply from our team.

Are estimated ship dates guaranteed?

No — and we want to be genuinely honest about that rather than bury it in fine print. Estimated ship dates reflect the best information we have at any given time, with a modest buffer built in. They are not guaranteed delivery dates, and by placing a pre-order you are acknowledging and accepting that.

We quote honest timelines rather than heavily padded ones because we think that's more useful to you — but the trade-off is that dates can move. When they do, the product page is updated immediately.

Why did my ship date change?

Delays can be caused by any number of factors outside of our control: supplier production schedules, freight availability, port congestion, customs processing, or logistics variables that weren't foreseeable when the original estimate was set. These aren't excuses — they're the honest reality of international supply chains, and they affect every brand that manufactures abroad.

We work hard to minimise delays and communicate changes as quickly as possible via the product page. We appreciate your understanding that some things are simply outside of our hands.

If the date changed, does that apply to my order or only new orders?

The date on the product page applies to all open pre-orders for that item, regardless of when they were placed. We manage pre-orders for each product as a single group — there is always one current estimated date that reflects where things stand for everyone with an open order. There are no separate waves or batches with different dates for the same item.

Why don't you email customers when the date changes?

Sending individual emails for every date change across every product and every open order isn't operationally feasible for an independent brand managing multiple pre-orders at any given time. The product page is updated immediately when anything changes — which means the answer is always there the moment you need it, without waiting on us.

For significant delays of a month or more, we do make every effort to proactively reach out to customers directly. For smaller shifts, the product page is your best and fastest source.

I'm traveling or moving — can you hold my pre-order?

Absolutely — we do this all the time. Simply email our team and ask to place a hold on your order. We'll reserve your item and hold the shipment until you're back or settled at your new address. When you're ready to receive it, just send us an email and we'll get it moving.

Can I change my shipping address?

Yes — as long as your order hasn't shipped yet, we can update your shipping address. Simply reply to your order confirmation email with your new address and our team will take care of it.

Can I cancel my pre-order?

Yes — always, and without hesitation. We're not in the business of holding anyone's money. If you'd like to cancel for any reason, simply reach out before the order ships and we'll process a full refund immediately, no questions asked.

Please note that once an order is in transit we're unable to cancel it, so do let us know as soon as you decide. If the order has already shipped, our standard return policy will apply.

When will I receive my tracking information?

The moment your order ships from our warehouse, you'll receive an automated shipping confirmation email with full tracking information. That email is your signal that the wait is over — and from that point the delivery timeline is typically the same as any standard order.

How do returns work for pre-orders?

Returns for pre-orders work exactly the same as for regular orders. Your 30-day return eligibility window begins from the date the item ships — not the date you placed the order. Standard return conditions and fees apply. You'll find full details in our Returns Policy.

Is a pre-order right for me?

A pre-order is a great fit if you want to lock in your item at the best available price, aren't dependent on receiving it by a hard deadline, and are comfortable with the understanding that estimated dates can shift. The discount is real, the product will be worth the wait, and we'll be here every step of the way.

If you have a firm need-by date — a trip, a gift, an event — we'd honestly encourage you to think carefully before placing a pre-order. We would genuinely rather you wait for the item to be in stock than feel let down if the timeline moves. That's not us being cautious — it's us being straight with you.