Colour water

PRE-ORDER POLICY

What is a pre-order?
The pre-order item is an item which you have the chance to purchase in preview from the new collection or a limited edition. It means that the item is still in production when ordered and not immediately available in our warehouse in Cicero IL.
Delivery times may vary for pre-orders.

What are the advantages of buying a pre-order item?
The advantage of buying an item in pre-order is that you can guarantee the item you want without risking that it runs out as soon as it is available in our warehouse.
Requests for certain items can be multiple. For this reason, their availability can run out even before they are physically available in stock.

How to fulfill a payment?
Payment is required at the time of the purchase. The total amount of the order will be charged once at check-out.

Can I cancel a pre-order item?
If you have changed your mind about the product purchased in pre-order, you can easily cancel the item from your order by contacting our Customer Care via contact@colour-water.com. Pre-orders may be cancelled within 1 hour from the purchase for a total refund. From that moment we can still refund 70% of the amount as we have to support advertising expenses, processing fee and bank refund fee.

Furthermore if the 45 working days have been exceeded it is possible to request the cancellation of the pre-order item and a full refund (Pre-order is only open for items on the way to our warehouse so it should not take so much longer than that time frame. 

How long will it take to ship out my pre-order?
Waiting times vary from article to article. Usually, the estimated waiting time is of 25 working days from the date of publication of the item. Once that the item is available in our warehouse, your order will be dispatched within two days.

Please keep in mind that if you placed an order containing a pre order item, the whole order will be on hold and dispatched entirely. 

When a delay occurs and why?
The items of our collection are exclusive. For this reason, the manufacturing process requires several production and processing steps. The production sequence is linear, although mistakes may occur.
In the unlikely event of a delay, our Customer Care will get in contact with you as soon as possible. This delays depends from our suppliers that inform us about the estimated delivery of the items but it may happen sometimes that deadlines are not respected.

Can I combine in stock and pre-order items?
Absolutely yes! You can:
- Create two distinct orders: one including items available in stock and the other including items in pre-order;
- Get in touch with our Customer Service Team in order to request more information on items in pre-order;
- Place a combined order and wait for the items in pre-order to arrive.

Still need help?
Simply email us at contact@colour-water.com and we will do our best to find the best solution for your needs.