Robyn&Reg — Pre-Order Terms & Conditions
Last updated: 03/08/2026
Thank you for pre-ordering from Robyn&Reg. Because pre-order items work a little differently to in-stock purchases, please read the terms below before placing your order. By placing a pre-order with us, you agree to these terms in addition to our standard Terms of Sale and Privacy Policy.
1. What "Pre-Order" Means
A pre-order is a purchase of an item that is not yet in stock or not yet ready to ship. When you pre-order, you are securing your item ahead of general release, at the estimated date and price stated on the product page at checkout.
2. Payment
Payment is taken in full at the time your pre-order is placed, unless the product page states otherwise (for example, a deposit-only option). We do this because pre-orders directly inform how much stock we produce, your payment is what confirms the order into our production run.
3. Estimated Dispatch Dates
- Every pre-order product page shows an estimated dispatch or delivery window. This is our genuine best estimate based on current production and shipping timelines, but it is not a guaranteed date.
- Pre-order items are often made, finished, or shipped in batches, and timelines can be affected by factors outside our control, including manufacturing delays, quality checks, customs, and courier delays.
- If your estimated date changes, we will email you with an update as soon as we know. We will never leave you waiting without communication.
- If a delay pushes your item significantly past the original estimate, you have the right to cancel and receive a full refund (see Section 5).
4. Order Confirmation & Changes
- You'll receive an order confirmation by email once your pre-order is placed.
- If you need to change your order (size, colour, delivery address, etc.), contact us at robynandregpetwear@gmail.com as soon as possible. We can usually accommodate changes up until your item enters production or is dispatched, but we can't guarantee this once processing has started.
5. Cancellations & Refunds
Your legal right to cancel: Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 30 days of placing it, for a full refund. Because pre-order items are paid for upfront but not yet dispatched, this 30-day window runs from the date of order, not the date of delivery.
Cancelling after 30 days: Once the 30-day period has passed, your pre-order is locked into our production run, so we're unable to offer a change-of-mind refund. We ask for your understanding here, pre-orders allow us to make exactly what our customers want, without excess waste, and cancellations after production has begun affect that model directly.
If we're significantly delayed: If your item's dispatch is delayed well beyond the estimated window given at checkout, you may cancel your order at any time before it ships and receive a full refund, regardless of the 30-day window above.
If your item is cancelled by us: In the rare case we're unable to fulfil your pre-order (for example, a production issue), we will contact you and issue a full refund.
To cancel, email robynandregpetwear@gmail.com with your order number.
6. Faulty or Incorrect Items
Your right to a working, as-described product isn't affected by anything in this policy. If your item arrives faulty, damaged, or different from what you ordered, you're entitled to a repair, replacement, or refund under the Consumer Rights Act 2015. Contact us at robynandregpetwear@gmail.com with your order number and photos of the issue, and we'll sort it quickly.
7. Shipping
Shipping costs and estimated delivery times (once dispatched) are shown at checkout and on the product page. Once your order dispatches, you'll receive tracking information by email.
8. Stock & Availability
Pre-order quantities may be limited. If a size, colour, or product sells out during the pre-order window, it will be marked as unavailable and you won't be able to add it to your order.
9. Contact
Questions about your pre-order? We're a small, independently run brand and read every message ourselves.
Email: robynandregpetwear@gmail.com
Instagram: @robynandreg
This policy applies specifically to pre-order purchases. It sits alongside, and does not replace, Robyn&Reg's general Terms of Sale, Shipping Policy, and Privacy Policy.