These Terms and Conditions (“Terms”) apply when you pre-order a product from THATCH Living Limited (trading as “THATCH”), whether it’s online, email or over the phone. By placing a pre-order you’re agreeing to be bound by these Terms, so please read them carefully before you place a pre-order.

The following conditions apply for Pre-orders:

1. Availability: The pre-order service offered by THATCH allows you to order a product before it becomes available on our website or where stock is not yet available for general sale. Items are sold on a first come, first served basis and only for a limited amount of stock and/or period of time.

2. Placing a pre-order: In order to place a pre-order you will need to provide certain information, including but not limited to your name, address and billing information. It is your responsibility to make sure this information is accurate and up to date. If we do not have accurate information we will not be able to inform you of; stock updates, when the Pre-order is ready for shipping, available for purchase or refund any Pre-order payments, if applicable.

3. Delivery: We aim to ship pre-ordered products within 1 - 2 days of receiving the goods. This lead time may be extended in busy periods. We do our best to meet the estimated delivery date but cannot always guarantee this, in which case you will be kept informed if changes do occur. You can see the estimated delivery date of the product within the product description on our website. This date cannot be guaranteed due to potential delays outside of our control and are subject to change. As a result, we cannot be liable for any changes to estimated dates or Pre-order windows advertised by THATCH. However we do our best to estimate dates as accurately as possible. Standard Delivery timelines will apply from the moment the pre-ordered product is shipped.

Your order will be sent when all the goods are in stock. If there are 'in-stock' items on your order they will be reserved and allocated to your order and shipped at the same time as your pre-ordered item(s). Please note that we do not offer partial shipments. If you wish to receive 'in-stock' items ahead of your pre-ordered items, please raise a separate order. 

4. Payment & Refund: Payment is taken and processed at the time your order is placed. If for any reason we cannot fulfil your order, a full refund will be issued. Please note that Pre-order Payments do not guarantee availability of the product if circumstances beyond our control make the product unavailable - it represents your exclusive reservation to buy the product before it becomes publicly available.

5. Cancellations: We will accept cancellations of non-customised pre-ordered items before the order has shipped. Customised or bespoke pre-ordered items cannot be cancelled and are not eligible for refund or exchange. Your Pre-order purchase is also subject to our General Terms and Conditions.

Either you or THATCH may cancel a Pre-order at any time for any or no reason prior to our notice to you that the Product has been despatched or is ready for collection (“Despatch Notice”). If cancellation occurs before the Despatch Notice, you will be entitled to a full refund of your Pre-order Payment.

We reserve the right to amend these Terms. Please check our website for updates.

These Terms are governed according to English law. Any disputes or proceedings shall be subject to the exclusive jurisdiction of the English Courts by English law.