Check
We check availability
We investigate the affected product and ask the supplier about availability or an estimated restocking date.
Back orders & stock availability
Occasionally, a product becomes unavailable after an order has been placed. If that affects your order, we'll explain what we know and help you choose the next step: wait for stock, consider an alternative or review the affected item.
If an item is unavailable, we'll talk you through it
A back order means a product you've ordered is temporarily unavailable from the supplier. We may be able to obtain it when new stock arrives, but we'll check the position before agreeing a way forward.
02
Contact
We contact you
A member of our team explains the available information and discusses your deadline and order requirements.
03
Options
We agree the next step
Together, we'll review whether to wait, look for a suitable substitute or resolve the affected item another way.
Choose what works for your order
The right solution depends on how soon you need the products and whether an alternative will meet your requirements.
Wait
Back order
Wait for the original item
If the supplier has an estimated restocking date that suits you, we can arrange to supply the product when it becomes available. Restock dates are estimates and can change.
Swap
Alternative
Find a suitable replacement
We'll look at size, colour, fabric, intended use and, where relevant, required safety specifications. We'll explain any price difference before you agree to a replacement.
Help
Review
Review the affected item
If waiting or switching isn't suitable, we'll discuss the affected order line and explain any applicable refund or account-credit arrangements.
Why availability can change
We hold some stock and source other products through our supplier network. That gives businesses access to a broad range without every size and colour needing to be held in our warehouse.
Stock
Supplier feeds
Stock information is regularly refreshed
Supplier availability is typically updated overnight, with some sources updating more often. A low-stock item can sell out between updates and your order being processed. We'll investigate when this happens.
Time
Estimated lead times
Normal lead times may not apply
When stock is available, plain items are usually sourced from suppliers within 24–72 hours before dispatch or collection arrangements. Decorated orders are generally estimated at 5–10 working days from approval to dispatch.
An item on back order can take longer. We will discuss the available estimate; neither supplier restocking dates nor normal lead times are guaranteed.
Back Order FAQs
Quick answers about supplier stock availability, delayed products, replacement options and what happens when an item is on back order.
Why was I able to order an item that isn't available?
XAMAX® combines stock information from multiple suppliers and manufacturers. Availability is regularly updated, but stock levels can change between updates, particularly when quantities are limited.
If an item becomes unavailable after you've ordered it, we'll investigate and contact you to discuss the available options.
Is a back-ordered item discontinued?
Not necessarily. A back order usually means a product is temporarily unavailable and the supplier expects further stock.
If a product has been discontinued or cannot be replenished, we'll explain the situation and help you consider a suitable alternative.
How long will my back-ordered item take to arrive?
This depends on the supplier and the product. Some items return to stock quickly, while others may have longer manufacturing or replenishment lead times.
Where possible, we'll obtain an estimated restocking date and share it with you. Supplier dates are estimates and may change.
Can I choose an alternative product?
Yes. Our team can help identify suitable alternatives based on your requirements, including size, colour, fabric, intended use and price.
For PPE and safety clothing, we'll also consider the relevant protection standards and product specifications.
We'll explain any price difference before proceeding with a replacement.
Will one unavailable item delay my entire order?
Not always. This depends on the products ordered, whether decoration is required and how your order is being fulfilled.
If part of your order is available, we can discuss whether those items can be supplied separately. Additional delivery charges may apply.
What happens if I need my order urgently?
Contact our team with your order number, required delivery date and the products you need.
We'll investigate availability and discuss suitable alternatives or other practical fulfilment options.
If you're ordering for an event, workforce rollout or other fixed deadline, we recommend contacting us before placing your order.
What if I don't want to wait for the item?
If waiting for stock or choosing an alternative isn't suitable, contact us to discuss the affected item.
We'll explain the available cancellation, refund or account-credit arrangements, as appropriate to your order and our terms and conditions.
Can I collect available items from XAMAX®?
Yes. Free collection is available from our Wakefield trade counter for orders that are ready.
Please wait until we've confirmed your items are ready for collection before travelling.
Need help with your order?
If you're dealing with a stock issue or working to a deadline, contact our team. Your order number, product details and required date will help us investigate quickly.
For full order and delivery terms, see our terms & conditions and delivery & returns guidance. This page does not affect any statutory rights that apply.
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