Special Order PolicyUpdated 9 hours ago
At Loaded Dice, some products are not part of our regular in-stock range and are only ordered in from our suppliers once a customer has placed an order. These are known as Special Order Items.
This policy explains how Special Orders work, including payment, lead times, cancellations, returns, and refunds.
By placing an order for a Special Order Item, you agree to the terms below.
1. What is a Special Order Item?
A Special Order Item is any item that we do not currently hold in stock and which we order in specifically for you after your purchase has been made.
These products may be marked on our website with wording such as:
Special Order
Ordered on Request
Supplier Order
Available to Order
If an item is listed as a Special Order, it means we are sourcing it specifically to fulfil your order.
2. Payment
Special Order Items must be paid for in full at the time the order is placed, unless we agree otherwise in writing.
Once your order is received, we will begin the process of sourcing the item from our supplier specifically for you.
3. Availability and Lead Times
All Special Order Items are subject to supplier availability.
Any delivery estimates or lead times shown on our website, sent by email, or given by our team are estimates only. While we will always do our best to source and deliver your item as quickly as possible, delays can happen for reasons outside our control, including supplier shortages, distribution delays, discontinued lines, or changes to supplier delivery schedules.
We cannot guarantee availability or delivery within a specific timeframe unless confirmed in writing.
4. If We Cannot Supply the Item
In some cases, we may be unable to fulfil a Special Order. This could happen if:
the item becomes unavailable;
the supplier cannot fulfil the order;
the item is discontinued;
the lead time becomes significantly longer than expected; or
the product changes materially after your order is placed.
If this happens, we will contact you and, where appropriate, offer a refund for the affected item.
5. Cancelling a Special Order
You may request to cancel a Special Order before it has been dispatched.
If we agree to the cancellation, we reserve the right to deduct a 10% administration fee from the refund amount where permitted by law. This fee helps cover costs already incurred in processing the order, including supplier handling, payment processing, and internal administration.
Please note:
cancellation requests are not considered accepted until confirmed by us;
if the item has already been dispatched, our standard returns policy will apply instead;
nothing in this policy affects your statutory rights.
6. Consumer Rights
If you are purchasing as a consumer, your legal rights remain unaffected.
Where the law gives you a right to cancel, those rights will still apply. Where the law allows us to make a reasonable deduction or where cancellation rights do not apply, this Special Order Policy will apply accordingly.
If any part of this policy conflicts with your statutory rights, your statutory rights will take priority.
7. Returns
Because Special Order Items are sourced specifically for your order, we may not accept returns for unwanted items unless required by law.
We may refuse returns where:
the item was ordered in specifically for you;
the item is not part of our normal stocked range;
the supplier does not accept returns; or
the item is otherwise exempt from return under applicable consumer law.
This does not affect your rights if an item is faulty, damaged, incorrect, or not as described.
8. Faulty, Damaged or Incorrect Items
If your Special Order Item arrives faulty, damaged, incorrect, or not as described, please contact us as soon as possible.
Where possible, please include:
your order number;
a description of the issue; and
clear photos of the item and packaging if relevant.
We will review the issue and, where appropriate, provide a suitable remedy in line with your legal rights.
9. Refunds
Where a refund is due, it will be made back to the original payment method used when placing the order.
If a cancellation is accepted and the 10% administration fee applies, that amount will be deducted from the refund only where permitted by law.
Refund processing times can vary depending on your payment provider, but we aim to process approved refunds as promptly as possible.
10. Orders Containing Other Items
If your order contains both Special Order Items and regular in-stock items, we may choose to:
hold the order until everything is ready; or
dispatch items separately;
unless otherwise stated or agreed.
Additional shipping charges may apply in some cases if separate shipment is requested.
11. Contact Us
If you have any questions about a Special Order, or would like to request a cancellation, please contact our customer support team as soon as possible and include your order number.