What if a supplier cancels part of my order?

Short answer: You'll be notified within 24 hours if a brand can't fulfill part of your order. We'll automatically refund the cancelled items within 3-5 business days, and the rest of your order will ship normally. You pay nothing for items that don't ship.

Why partial cancellations happen

Brands confirm orders within 24 hours by checking physical inventory. Sometimes, items can't be fulfilled because:

Common reasons:

• Out of stock: Item sold out between your order and brand confirmation
• Discontinued: Product was discontinued but still appeared on our site (data sync delay)
• Supplier error: Warehouse issue, damage, or inventory mismatch
• Size unavailable: Specific size out of stock while others are available
• Minimum order not met: Some bulk items have minimum quantities (rare, usually disclosed)

What happens next

Here's the timeline when items are cancelled:

Within 24 hours of ordering:

• Brand checks inventory and confirms what they can ship
• You receive an email: "Partial Order Confirmation"
• Email lists which items will ship and which are cancelled
• Cancelled items show the reason (e.g., "out of stock")

Within 3-5 business days:

• Refund processed automatically for cancelled items
• Refund includes product cost + proportional shipping (if any)
• Refund goes to your original payment method
• You receive a "Partial Refund Confirmation" email

Within 1-3 days after confirmation:

• Available items ship normally
• You receive tracking for shipped items
• No further action needed from you

How refunds work

Card payments (credit/debit):

• Automatic refund within 3-5 business days
• Shows as credit on your card statement
• Processing time depends on your bank (typically 1-3 days after refund issued)

Invoice payments (businesses):

• Your invoice is adjusted before it's sent
• You only pay for items that shipped
• If invoice was already sent, we issue a credit note
• Credit note applied to future invoices or refunded to your bank account

Other payment methods:

• PayPal: Refund within 3-5 business days to your PayPal account
• Bank transfer: Refund to your bank account within 5-7 business days
• Local payment methods: Refund according to provider's timeline (3-7 days)

Your options

When items are cancelled, you have choices:

1. Accept the partial order

• Do nothing—available items ship automatically
• Refund processed for cancelled items
• This is the default option

2. Order replacement items

• Browse for similar products on droppe.com
• Place a new order (subject to new shipping threshold)
• Original order ships; new order ships separately

3. Cancel the entire order

• Contact us within 2 hours of the cancellation email
• We can cancel remaining items if they haven't shipped yet
• Full refund for all items

4. Request alternatives

• Email us at orders@droppe.com
• We'll check if the brand has similar items or alternative sizes
• No guarantees, but we'll do our best to help

Multi-brand order complications

If you ordered from multiple brands and one brand cancels items:

• Other brands ship normally: Cancellations from one brand don't affect others
• Multiple tracking numbers: Each brand ships independently
• Separate refunds: Refunds processed per brand, may arrive on different days
• Shipping threshold per brand: Each brand's €80/800 SEK threshold is calculated separately

Example scenario:

• You ordered safety boots (Brand A, €120) and gloves (Brand B, €60)
• Brand A cancels boots (out of stock)
• Brand B ships gloves normally (over €80 threshold originally, now under but free shipping still applies since order was placed at €180 total)
• You're refunded €120 within 3-5 days
• Gloves arrive in 2-5 business days

Common questions

Q: Can I dispute a cancellation?

Unfortunately, no. Brands cancel items because they physically can't fulfill them. We can't force a brand to ship inventory they don't have.

Q: Why wasn't I notified before the item sold out?

Inventory updates every 15 minutes. High-demand items can sell out in seconds across multiple platforms (we're not the only channel brands use).

Q: Will cancelled items come back in stock?

Sometimes. Set up a restock alert on the product page, or check back in 1-2 weeks. We don't have visibility into brand restocking schedules.

Q: Can I get a discount on my next order as compensation?

We don't offer compensation for supplier cancellations (it's outside our control). However, if this happened on a large order or caused significant inconvenience, contact us—we'll see what we can do.

Q: Does this affect my progressive pricing?

No. Your order history and progressive pricing algorithm aren't affected by supplier cancellations. Your loyalty benefits remain intact.

Q: What if the entire order is cancelled?

Rare, but possible if all items are unavailable. You'll receive a full refund within 3-5 business days and a cancellation email explaining why.

Why this matters: The honesty part

Partial cancellations are frustrating. Here's why they happen and what we're doing about it:

Why marketplace inventory isn't perfect:

• Brands manage their own warehouses (we don't control their stock)
• Inventory data syncs every 15 minutes (not instant)
• Brands sell through multiple channels (droppe.com, their own sites, other marketplaces)
• Popular items sell fast across all channels simultaneously

What we're doing to reduce cancellations:

1. Faster inventory sync: Working with brands to improve data refresh rates
2. Low-stock warnings: Adding "Only X left" indicators for near-sold-out items
3. Pre-order options: Allowing orders for out-of-stock items with longer delivery times
4. Supplier performance tracking: Brands with high cancellation rates are flagged and penalized in search rankings

Our commitment:

• We'll always notify you within 24 hours if items can't be fulfilled
• Refunds are automatic and fast (3-5 days)
• You're never charged for items that don't ship
• We're transparent about why cancellations happen

We know this isn't ideal. Our goal is to make cancellations as painless as possible while working with brands to prevent them in the first place.

Need help?

For Germany, Austria, Netherlands, Belgium, Italy:

• Email: frage@droppe.com
• Phone: +49 15735984668

For Finland:

• Email: kysy@droppe.fi
• Phone: +358 45 4909908

For Sweden:

• Email: fraga@droppe.com
• Phone: +46 76 692 47 11

General support:

• Email: orders@droppe.com

Updated on: 03/11/2025