If your order status has not moved past Processing or Ready for Shipment for longer than expected, something may be off. This guide explains the normal windows and what to do inside and outside them.
Check the Normal Windows First
Ready-to-wear items must dispatch within 72 hours of order confirmation (Sundays excluded). Custom orders follow the production window agreed with your designer, plus 72 hours for dispatch after production finishes. Compare your order's confirmation time against these windows before assuming a problem.
Inside the Window
If the deadline has not passed, the order is on schedule. You will receive a notification when the seller marks it Ready-to-Ship and again when it dispatches. A polite message to the seller through the order thread is always welcome.
Past the Window
If the window has passed: message the seller first — most late dispatches are resolved with one conversation. If there is no response within a day, or the seller cannot commit to a new date, raise a dispute on the order. If the seller misses the deadline for five consecutive days, the order is cancelled automatically and you are fully refunded — see Missing a fulfilment deadline.
Frequently Asked Questions
Does "Ready for Shipment" mean it will arrive today? No — it means the item is packed and awaiting the courier. Shipping begins when the courier collects it.
What if the order shows Processing for more than a week? For a ready-to-wear item, that is past the SLA. Message the seller and raise a dispute if they do not respond. For custom orders, check the agreed production window first.
Can I cancel a late order myself? After the hold window, cancellation needs the seller's agreement or a dispute outcome — see Cancelling or changing an order.
Getting help
Contact support at [email protected] with your order number.