Any question please contact customer support
Pre Orders FAQ
WHAT IS A PRE ORDER?
Pre-orders in an e-commerce store mean customers can buy items not yet in stock. They pay upfront and wait for production, usually 3 months. Orders with pre-order items ship together when all are ready. If customers want non-pre-order items earlier, they should order separately. Production usually starts after pre-order session ends.
WHEN IS MY PRE ORDER DISPATCHED?
Pre-order processing takes 3 months, subject to possible delays. Our team strives to minimize delays and will update you on our "pre-order page" regarding any changes.
DO I NEED TO PAY UPFRONT?
Yes.
CANCELLATION / MODIFICATION
You have 48H to cancel or modify your pre order (this does not apply to non pre order items). To do so, please contact our customer support team contact@lessultanas.com including your order number (LS77...).
I ORDERED NON PRE ORDER ITEMS AS WELL
If a customer's order contains at least one pre-order item, the entire order will be dispatched once all pre-order items are ready for shipment. If you want your non pre order items to be shipped right away, please order separatly.
I WANT TO RETURN MY PRE ORDER ITEMS
To return pre-order items, follow our standard return process on the website (read here). Reach out to our support team at contact@lessultanas.com before the return claim window closes. Remember to include your order number (LS77...) and any relevant photos.
I PRE ORDERED ON MULTIPLE DIFFERENT ROUNDS
What is a Pre-Order Round?
A "pre-order round" refers to a designated period during which customers can place pre-orders for specific items. Once a pre-order round has concluded, customers are unable to modify or cancel their orders. For further details, please refer to our policy.
How Do Pre-Orders Across Multiple Rounds Work?
When a customer places an order during pre-order round #1 and another pre-order round #2 subsequently opens, the order from round #1 will be processed independently according to its own schedule. Items from pre-order round #2 cannot be added to the order from round #1, nor can the delivery of items from round #1 be postponed to reduce shipping costs.
This system is implemented to ensure optimal efficiency and accuracy in processing orders. We appreciate your understanding and cooperation.
Pre order Updates
15/12/2024
Production for Pre-Order Round 3 (Ruffled Khimars) has been delayed at customs in one European country but has been released this week. We hope to be able to ship all orders soon. We thank you for your understanding and patience while we face those issues.
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We’re excited to let you know that all orders from Pre-Order Round 2 have been shipped out! If you haven’t received your order yet, please reach out to us via email with your order number (starting with LS77...) and any relevant details.
This round has been shipped directly from China using a new logistics partner, as part of our trial to improve the speed of our pre-orders and restock timelines. While we’re working hard to enhance our process, please be aware that some delays and issues may occur. We truly appreciate your patience and understanding as we navigate this change.
If you have any questions or requests, feel free to contact us at contact@lessultanas.com.
Thank you!
Pre Order Policy
Pre Order opened from May 1st to May 15th midnight.
Please read the following pre-order rules carefully before making your purchase. By placing a pre-order, you acknowledge and agree to adhere to the terms outlined herein.
Pre-Order Binding Agreement:
All pre-orders made on our platform are considered binding contracts.
Items offered for pre-order are custom-made to fulfill your order.
Prior to finalizing your pre-order, we strongly advise considering your purchase carefully.
Cancellation and Modification Period:
Customers have a grace period of 48 hours from the time of pre-order placement to cancel or modify their order.
Following this initial 48-hour window, cancellations will not be accepted.
However, customers may still request a formal return in accordance with our established return guidelines.
Shipping Terms:
If a customer's order contains at least one pre-order item, the entire order will be dispatched once all pre-order items are ready for shipment.
Pre-order items typically require an estimated period of 3 months before they are prepared for shipping.
Please note that this estimated time frame is subject to variation and may be shorter or longer depending on production and other factors.
We assure all customers that they will receive their ordered items; however, patience is appreciated as we work diligently to fulfill pre-orders.
Regular updates regarding the status of pre-order items will be available on our platform. Customers are encouraged to monitor these updates for relevant information.
Communication and Updates:
In the event of no updates being available, it is indicative that there are currently no new developments to report.
Rest assured, any significant updates or changes to pre-order items or timelines will be promptly communicated to our customers via our platform.
By proceeding with a pre-order on our website, you signify your understanding and acceptance of these pre-order rules. Should you have any inquiries or require further clarification, please do not hesitate to contact our customer support team.
Les Sultanas reserves the right to amend or update these pre-order rules at its discretion without prior notice.
Thank you for your cooperation and continued support.
Sincerely,
Les Sultanas Team