What to Do When an Item Goes Out of Stock
If something in your order is temporarily out of stock, we'll send you a message on WhatsApp or via email.
What you'll see
The page shows your order, the item that is out of stock, and a row of buttons for each affected item. If more than one item is unavailable you can choose differently for each one.
Your four options
- Refund β back to your original payment method in one tap.
- Store credit β added to your balance instantly, with a bonus on top.
- Another size or colour β keep the same item, take a different option of it.
- Choose replacement β swap it for anything else on the website.
Another size or colour
This is the quickest option, and usually the one people want: you still want the item, just not in the size or colour that ran out.
Tap Another size or colour and a window opens listing the other options of that same product. Only options we can actually send you are shown, so anything you can tap is in stock and ready to go.
Pick the one you want and tap Confirm this option. That is the whole flow β nothing else to fill in.
The option you pick is sent as a separate order rather than added to your original one. It carries its own number β your order number with RP- in front β so if a second order appears in your account, that is what it is. The rest of your original order is unaffected and ships as normal.
It is the same price as your original item. You will not be charged a difference, and there is no partial refund if the option you pick is cheaper.
If nothing else is in stock, the window tells you so and you can take a refund, store credit, or pick a different item instead.
Choose replacement
Use this one when you would rather have something else entirely.
Tapping Choose replacement switches the store into replacement mode, and it is worth knowing what that means before you tap it. You are not buying anything and there is nothing to pay β you are picking the item we send instead of the one that ran out. The store stays in that mode until you choose something or cancel.
A message confirms replacement mode is on, and a coloured banner appears at the top of every page reading "Choosing replacement for:" next to the item you are swapping. The banner follows you around the site so you can always see what you are shopping for, and it has a Cancel button if you change your mind.
Browse wherever you like
Nothing is locked down. The menu, the search, the categories, the sale β the whole site works exactly as it always does, and you are free to look at anything. There is no rush either: replacement mode lasts 24 hours, so you can close the tab, think it over, and come back to find the banner still waiting for you.
Choosing your item
Open the product you want. Its page shows "Replacing:" with your original item, and the usual Add to cart button becomes Choose as Replacement. If the product comes in sizes or colours, pick yours first β the button stays inactive until you do, and it will not let you choose something that is itself out of stock.
Tap it and a short confirmation appears, showing what you are giving up and what you are getting. Nothing is final until you confirm there.
Confirming creates the replacement straight away, as a new separate order. It is not a request we review first. The new order has its own number β your original order number with RP- in front, such as RP-196011-1 β so the two are easy to tell apart, and your original order keeps its own history and tracking.
There is nothing to pay for it. Replacement mode then switches off and you are taken back to your order, where the new one is linked. We ship it to the same address as the original, with no login needed.
What if I change my mind after choosing?
Every option takes effect the moment you confirm it. A refund is sent to your bank, store credit lands on your balance, and either kind of swap becomes a real order β none of them wait in a queue for us to approve.
So if you change your mind, please contact us straight away. Before anything has shipped there is usually plenty we can do.