Stock levels
How can I check whether an item is in stock?
By using the product size and colour selection grids found on each product
page. These can be found on the right hand side of the product page, next to the
main image.
To use the grids:
- Find your preferred colour and size
- Follow across from your preferred colour and down from your size until to they meet
at a little square box
- A blue box with a tick means the item is in stock
- A number in a yellow box means there is this many weeks wait for the item
- A pink box with a tick means the item is low in stock
- A cross in a grey box means the item is out of stock in that size and colour
If you have any queries and need to speak to someone, please call customer services
on 0845 677 5000.
I'm afraid we cannot ensure permanent availability of all items, although we try
our best. Some goods sell much better than we predict and lead times in the industry
are also irritatingly long. If something is out of stock, we'll always give you
the best information we can on anticipated delivery dates.
Why is a product in the catalogue if you are completely sold out?
We know it's disappointing when items are out of stock and we really do try to make
sure this doesn't happen. Having good stock availability not only means happier
and better-dressed customers but also more sales and a happier accounts department.
We have a team of staff dedicated to trying to predict sales and how much we should
order of a particular product. But sometimes we do get caught out if an item proves
more popular than expected. In addition, since everything is made exclusively for
us, it often takes three or four months to get repeat deliveries. We do sincerely
apologise if an item that you want to order is out of stock. We hate this problem
as much as you do.
Why don't you order more stock?
The most common cause of bankruptcy among retail companies is holding too much stock.
Even if we wanted to, we couldn't order much more stock than we do currently as
we couldn't afford it. It would also mean much more ' Sale' activity - nice for
you, but ultimately suicidal for us. In addition, it wouldn't really solve our stock
problems, which are dominated by a few styles outselling our predictions (and historical
trends), often by a factor of as much as 5! We therefore try to order a realistic
amount, but as mentioned above, certain items shoot out of the warehouse far quicker
than anticipated.
Why does it sometimes take so long to get more supplies of an item?
If it looks like an item will run out, we do try and re-order in plenty of time
but clothes can still take some time to arrive with us. As well as having to have
the garments made, checked, delivered, and checked again, we also often have to
have the fabric especially woven for us, which can take at least 2 months if the
mill is busy. For example, we launch our Autumn catalogue in July. After 2 weeks
we have quite a good 'read' of what is selling and we place top-up orders of items
which we predict we'll not have enough. In most cases, these items will not be delivered
until November - four months later! As we grow we get more clout with factories
but sadly (for this reason if not others) we're still a very small fish.
Why can you not guarantee the item is in stock if it is showing there is 1 or 2
in stock?
We advise our telephone operators to warn customers there's a chance that an item
might not be available if there are fewer than three showing as "in-stock".
Although we do regular stock-takes and the level should be accurate, there is occasionally
a small discrepancy. Human errors are sadly unavoidable in this area. We feel that
it is important to warn customers about this at this stage rather than a few of
them being disappointed (to say the least) later on.