Good things take time, and because our products are handmade in small batches, the product journey from rattan plant to arriving at your door is an extensive one that can often be affected by things like severe weather, local conditions at our factories, pandemic-related safety precautions, and - as of late: global freight & logistics delays.
FAQs
Why do you have pre-orders? Because our pieces are produced in limited quantities, pre-ordering ensures you get your favorite item reserved. It also helps us cut back on waste by only producing the items you want.
When do items go on pre-order? To ensure a more accurate arrival date, we recently revised our pre-order process to only list items when they have officially departed on the water (items are still susceptible to delays on their journey here).
How does it work? You simply place an order the same way you would for an in-stock item - add to cart and complete the checkout process. All pre-order items are marked clearly with “pre-order” and you'll find the estimated ship date in the product description as well as in your cart. We'll also send you a notification via email as a reminder.
How long will it take to receive my pre-order? The ship time from Asia to our warehouse is typically 6 weeks, but can sometimes take longer if there are weather issues, pandemic safety protocols, reduced loading & receiving staff, or congested ports. The date listed on your pre-order item is what we have estimated based on recent ship times, and we will always keep you updated of any changes.
Is the ship date guaranteed? Unfortunately due to unprecedented shipping delays globally, the date provided is only an estimation. While we try to get as close to the exact arrival date as possible, external factors such as inclement weather, port congestion, customs delays, reduced receiving teams, and container shortages can cause extensive delays which are out of our control. We’ll post regular updates on our status page, which you can reference at any time for more information on your order.
Can I cancel my pre-order? Yes, you can cancel your pre-order at any time for a full refund. Simply send a message to our team at eb-canada@ellieandbecks.co with your name and order number and we'll take care of it.
