Once you submitted your order, the order details are received by our workers at our warehouse to initiate the picking and packing process.
The pickers then visit the designated areas where each ordered item is kept and in this case, have seen that the item listed below was not physically there to be picked.
At this point they declare that the stock levels are in error and deem the issue a stock discrepancy, which is extremely rare and only occurs in 1% of orders.
Unfortunately once an order has been submitted, no product adjustments can be made as the order is originally submitted with a specific item and item code.
If the workers are simply to pick a different colour, size or item with a different code to the order it can cause further stock discrepancies.
They then proceed to report the order number and the missing item through to our online customer service team at our Head Office from which our only option is to refund the item.
This information is also passed on to our website management teams to make sure the product availabilities are appropriately adjusted to avoid this error in future
This is also the reason we conduct multiple stock-takes throughout the year to re-count stock levels and ensure they are as accurate as possible on our website."