Why was my order not fulfilled? – Brown Thomas

If you received a confirmation email but were later told your order (or part of it) couldn’t be processed, we understand how disappointing that can be. While we make every effort to complete all orders, there are rare occasions where we’re unable to do so.

This article outlines the possible reasons and what happens next.

Common reasons your order may not be fulfilled

Your order (or item) may not have been fulfilled due to one of the following:

The item became unavailable due to stock error or demand surge
Payment could not be processed or failed security validation
There was a system or technical error at the time of ordering
An issue was identified with pricing or product information
You did not meet one or more of our order eligibility criteria

What happens next?

Any remaining items in your order will still be delivered (if applicable)
You’ll receive a refund for any item that could not be fulfilled
We’ll send you an email to confirm the item(s) that could not be fulfilled

Legal restrictions and compliance

We reserve the right to cancel or decline orders that may contravene international regulations. For example:

Products cannot be exported or transported to Russia
Orders must not be made by or on behalf of individuals connected with sanctioned regions

By placing an order, you confirm that your purchase complies with these regulations.