1. What Is a Pre-Order?

A pre-order allows a customer to purchase a product before it is ready for immediate dispatch.

The product may:

• be in production;
• be scheduled for a future collection;
• be made after orders are received;
• require a stated preparation period.

A pre-order is not the same as a guaranteed immediate-stock purchase.

2. Product Information

The pre-order product page will state, where relevant:

• the product description;
• price;
• available size or measurements;
• material and colour;
• whether options can be selected;
• estimated preparation or dispatch period;
• whether the product uses standard options or an individual specification.

Customers should read this information before ordering.

3. Estimated Preparation Time

Many initial Benett Atelier pre-order products are expected to require approximately two weeks for preparation.

This is an estimate unless a specific date is expressly confirmed as binding.

The actual period may vary because of:

• order volume;
• material availability;
• supplier delays;
• design complexity;
• required customer information;
• illness or events outside reasonable control.

We will contact the customer if a material delay becomes known.

4. Payment

Unless the product page states otherwise, full payment is taken when the pre-order is placed.

For higher-value or individual projects, a deposit or staged payments may be agreed separately.

5. Order Confirmation

After placing a pre-order, the customer will receive an order acknowledgement or confirmation.

The confirmation should include or link to:

• the product ordered;
• price;
• selected options;
• estimated preparation time;
• these Pre-Order Terms;
• cancellation and return information.

6. Standard Pre-Order Products

A standard pre-order product is one made using the design, sizing and options generally offered to customers.

Even where it is prepared after ordering, it may still be subject to normal statutory cancellation rights for distance sales.

The customer may contact us before dispatch to request cancellation. Where a legal right to cancel applies, we will process the cancellation accordingly.

After delivery, the customer may normally notify us of cancellation within the applicable 14-day period and return the product in accordance with our Returns & Refunds policy.

7. Personalised and Individually Specified Pre-Orders

The right to cancel for change of mind may not apply where a pre-order product is:

• made to individual body measurements;
• created from an individual design brief;
• personalised with wording, symbols or unique details;
• produced using a combination created specifically for that customer;
• otherwise clearly made to the customer’s personal specification.

Before the order is placed, the product page, quotation or confirmation should identify when this exception applies.

This exception does not remove rights where the product is faulty, not as described or does not match the agreed specification.

8. Changes Requested by the Customer

Contact us promptly if you want to change:

• size;
• colour;
• measurements;
• delivery address;
• design details;
• personalised information.

We cannot guarantee changes after work has begun.

A requested change may result in:

• an additional charge;
• extended preparation time;
• cancellation and replacement of the original order where possible;
• inability to make the requested change.

No change is agreed until confirmed by Benett Atelier in writing.

9. Changes Made by Benett Atelier

If we need to make a material change because a fabric, trim or component is unavailable, we will contact the customer.

We will not make a significant substitution without agreement.

The customer may be offered:

• a suitable alternative;
• a revised timescale;
• cancellation and refund.

Minor changes that do not materially affect the product’s appearance, quality or function may not require separate approval.

10. Delays

If the estimated date changes, we will provide an updated estimate where reasonably possible.

If a delay is substantial or delivery by an agreed essential date is no longer possible, the customer may be entitled to cancel and receive a refund for the affected item.

We will not require a customer to accept an indefinite delay.

11. Essential Event Dates

Customers must tell us before ordering if the product is required for:

• a wedding;
• performance;
• filming date;
• religious ceremony;
• birthday;
• other fixed event.

An event date is not accepted as a guaranteed deadline unless confirmed by us in writing.

12. Orders Containing Pre-Order and Ready-Made Products

Where an order contains items with different preparation times, we may dispatch all items together when the pre-order product is ready.

If separate delivery is available, an additional delivery charge may apply.

The checkout or order confirmation should explain the selected arrangement.

13. Cancellation by Benett Atelier

We may cancel a pre-order where:

• required materials are unavailable;
• the product cannot reasonably be completed;
• a significant pricing or product error has occurred;
• payment is unsuccessful;
• required customer information is not supplied;
• the request cannot lawfully or safely be fulfilled;
• an event outside our reasonable control prevents completion.

Where we cancel, we will refund the amount paid for the cancelled product.

14. Customer Failure to Provide Information

For personalised or made-to-measure orders, the customer must provide requested measurements, approvals or other information within a reasonable time.

Failure to respond may delay the order.

If the customer does not supply essential information after reminders, we may cancel the project. Any deduction from the refund must be reasonable and reflect work or costs properly incurred, subject to consumer law and the agreed project terms.

15. Returns

Return rights depend on whether the product is:

• a standard pre-order product;
• made to standard options;
• personalised;
• made to individual measurements;
• created from an individual brief.

See our Returns & Refunds policy for details.

16. Product Variations

Small variations may occur because of handmade and small-scale production.

Such variations are not automatically defects where the product remains consistent with its description and agreed specification.

17. Contact

Questions about a pre-order should be sent to: contact@benettatelier.co.uk

Please include the order number and product name.