Pre-Order Policy
Last Updated: September 20, 2026
This Pre-Order Policy explains how pre-orders work at Soothd — when we offer them, when you are charged, when your order ships, and what happens if that timing changes. It forms part of our Terms of Service and should be read together with our Shipping Policy and Refund Policy.
1. When We Offer Pre-Orders
Soothd may list an item as available for pre-order in a number of situations, including but not limited to:
- the item is temporarily out of stock and awaiting replenishment;
- the item is newly launched and inventory is in production or in transit to our warehouse;
- we are taking orders ahead of a future restock of an item that is currently in stock.
Items available for pre-order are marked as such on the product page before you add them to your cart.
2. Payment
Pre-ordered items are charged in full at the time of purchase, not at the time of shipment. By placing a pre-order, you expressly agree to your chosen payment method being charged at that time.
The price you pay is the price displayed at the time you place your order. If the price of the item changes before your pre-order ships, that change does not affect your order in either direction.
3. Estimated Shipping Dates
The estimated shipping date or shipping window for a pre-ordered item is displayed on the product page and is repeated in your order confirmation email.
The estimate that applies to your order is the one shown at the time you placed it. If we later revise the estimate displayed on the product page — because a subsequent production run has a different timeline, for example — that revision applies to orders placed from that point onward. It does not replace the estimate given to you, and it does not by itself change when your order is expected to ship.
Please note that this date is an estimate only. It is not a guaranteed date of shipment, delivery, or receipt.
Once a pre-ordered item ships, the delivery times set out in our Shipping Policy apply, counted from the date of dispatch. The estimated shipping date is the date we expect to dispatch your order, not the date you will receive it.
4. Changes to the Estimated Date
The estimated shipping date for a pre-order is subject to change based on production timelines, supplier and material availability, quality control outcomes, customs and freight delays, and other circumstances outside our control.
Where the estimated shipping date for your order changes materially, we will notify you by email at the address on your order, with a revised estimate. We will do this as soon as we are aware of the change, rather than waiting until the original date has passed.
A revised estimate does not entitle you to compensation, and we are not liable for any loss arising from a pre-ordered item shipping later than originally estimated. Your rights where an order is significantly delayed are set out in Section 7.
5. Orders Containing Both Pre-Order and In-Stock Items
Where a single order contains both pre-ordered and in-stock items, we may ship the items separately as they become available, at no additional shipping cost to you. Each shipment will have its own tracking information.
If you would prefer to receive your order as a single shipment, contact us after ordering and we will hold the in-stock items where possible.
6. Changes to a Pre-Order
Requests to modify a pre-order — including changes to size, colour, quantity, or shipping address — should be sent to us as early as possible.
Please note that any modification you request may result in a later shipping date, may move your order to a later production run, and may result in additional shipping fees payable by you. We will confirm any such consequence with you before processing the change.
Once a pre-ordered item has entered fulfilment, it is treated the same as any other order and no further changes are possible.
7. Cancelling a Pre-Order
Cancellation of a pre-order is governed by our Refund Policy, Section 1. A pre-order may be cancelled within 24 hours of being placed, provided it has not yet been fulfilled.
Separately, if we determine that we are unable to fulfil your pre-order at all — for example because a production run is cancelled or an item is discontinued — we will cancel the affected part of your order and refund you in full to your original payment method. We will notify you by email if this happens.
Nothing in this policy affects any statutory rights you have as a consumer that cannot be excluded or limited under the law of your country of residence, including any right you may have in relation to significantly delayed delivery.
8. Returns on Pre-Ordered Items
Once delivered, pre-ordered items are subject to the same terms as any other purchase. Our Refund Policy applies in full, and the 30-day window runs from the date your order is delivered — not from the date you placed the pre-order.
9. Contact
Questions about a pre-order, or about the expected timing of your order:
- Contact form: wearsoothd.com/pages/contact
- Email: hello@wearsoothd.com
Please include your order number so we can check the production status of your item straight away.
10. Changes to This Policy
Soothd may update this Pre-Order Policy from time to time. The current version is always available on this page, and the "Last Updated" date above shows when it last changed. Changes to this policy do not alter the estimated shipping date that applied to a pre-order already placed.