Pre-orders : everything you need to knowUpdated 12 days ago
How do pre-orders work and what should I 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.
FAQ : what does a pre-order mean?
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. When a pre-order is placed, we allocate that item(s) specifically to you in our next production run.
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 you need your item delivered by a hard deadline, a pre-order might not be the right fit for your situation, as ship dates can change.
FAQ : will my credit card be charged when the order is placed or when it ships?
Yes, when a pre-order is placed, we charge your credit card to secure your item in the upcoming production run. This reserves that item specifically for you in the production run.
FAQ : why pre-order instead of waiting until the item is 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 solely in the pre-order stage 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 — our best estimate.
FAQ : 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.
Not sure where to look? Our cofounder, Matt, has made a short Loom video that shows you exactly where to find it on the product page:
FAQ Video Link : how to find the estimated ship date for my preorder?
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.
FAQ : 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 flexibility.
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 as soon as that information comes into us.
FAQ : 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, random container inspections, customs processing, labor strikes, 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 minimize 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, but the team is always doing our best to ensure pre-orders ship as soon as possible.
FAQ : 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.
FAQ : will you send me an email if the shipping 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.
FAQ : can I pay extra so that my pre-order ships earlier from the Asia Pacific warehouse?
Yes — this is a great option if you'd like to receive your order ahead of the standard estimate for your region. When a production run is completed at our factory in Asia, a portion of the inventory is delivered to our Hong Kong warehouse right away, while the balance travels by sea container to our other warehouses. That's why Asia Pacific shipping dates are typically around a month ahead of other regions — the goods simply arrive there first.
If you'd like to take advantage of earlier availability, we can route your pre-order through our Hong Kong warehouse and ship it to you by express air freight. The additional shipping cost is the customer's responsibility, as it falls outside of the complimentary free pre-order shipping included with your order. Costs vary depending on your destination, so please reach out to our team at [email protected] and we'll provide a personalized quote.
FAQ : 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.
FAQ : can I change my shipping address?
Yes — as long as your order hasn't shipped yet, we can easily update your shipping address. Simply reply to your order confirmation email or email us at [email protected] with your new address and our team will take care of it.
FAQ : 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 that 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.
FAQ : 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.
FAQ : how are pre-orders shipped once the stock arrives?
When the inventory arrives at our warehouse, the team ships pre-orders according to the order (timing) in which they were placed, prioritizing earlier orders that have been waiting longer.
FAQ : 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.
FAQ : 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.
FAQ : how do I contact your team to make edits, changes, or adjustments to my pre-order?
Please email us at [email protected], and we'll be standing by to help!
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