Payment & Order Confirmation
Full payment is charged at checkout to reserve your garment and secure your place in the production run.
The pre-order closing date and time, including the timezone, are displayed on the relevant product page. Once the window closes, final production quantities are locked with our manufacturing team.
Estimated Dispatch & Updates
The estimated dispatch date or range is displayed on each pre-order product page. Delivery time is additional.
We will send periodic production progress updates by email. Production timelines are estimates, and we will email you with revised timing if the estimated dispatch date or range changes.
If dispatch moves beyond the original estimated range, you may choose a full refund if you do not wish to wait. If we cannot supply your item, we will provide a full refund.
Cancellations
During the open pre-order window, you may cancel your order for a full refund to your original payment method. Duality absorbs the payment-processing fees.
After the pre-order window closes and production quantities are committed, voluntary change-of-mind cancellations will be issued as 100% store credit.
The post-close store-credit arrangement does not apply to the full refunds offered above for delayed dispatch or inability to supply, or override statutory refund rights.
Size & Address Changes
You may change your size during the open pre-order window. Once production quantities are locked, size changes are subject to available stock.
Address-change requests can be made until your order is being prepared for dispatch. Please email contact@dualitystore.com.au as soon as possible with your order number and updated address.
Orders Containing In-stock & Pre-order Items
Orders containing both in-stock and pre-order items will ship together when the pre-order is ready. If you would like in-stock items sooner, please place separate orders.
Returns & Size Exchanges After Delivery
Once your pre-order is delivered, our Return & Refund Policy applies, including its return window, eligibility conditions, fees, size-exchange process and refund or store-credit options.
Size exchanges are subject to available stock. If your requested replacement size is sold out, the options in our Return & Refund Policy apply.
Faulty or Incorrect Items
For faulty, damaged or incorrect items, please follow the reporting and assessment process in our Return & Refund Policy. These claims are separate from voluntary change-of-mind cancellations.
Contact
For help with your pre-order, email contact@dualitystore.com.au with your order number.