Pre-order policy
Last Updated: June 06, 2026
This Pre-Order Policy applies to pre-order purchases made through the website operated by Durelle Inc. ("DURELLE", "Durelle", "we", "us", or "our") at www.durelle.ca (the "Website").
By placing a pre-order with DURELLE, you acknowledge that you have read, understood, and agree to this Pre-Order Policy, together with our Terms of Use, Return and Refund Policy, Shipping Policy, and Privacy Policy. If there is any conflict between this Pre-Order Policy and a general provision in another DURELLE policy, this Pre-Order Policy will govern in relation to pre-order products, to the extent necessary to resolve the conflict.
1. What is a Pre-Order?
A pre-order is an order placed for a product that is not yet ready for immediate shipment at the time of purchase. Pre-order products may still be in production, awaiting materials, undergoing quality control, or scheduled for a later release or fulfilment date.
Pre-order products allow customers to reserve selected DURELLE items before they become available for general shipment. Because pre-order products are subject to production and fulfilment timelines, they are treated differently from in-stock products.
2. Pre-Order Processing Timeline
Unless a different timeline is stated on the applicable product page or at checkout, DURELLE pre-orders have an estimated processing time of 8 to 12 weeks.
The 8 to 12 week period is an estimate only and refers to the anticipated time required to process, produce, receive, inspect, prepare, and dispatch the pre-order item. This period does not necessarily include carrier delivery time after the item has been shipped.
Delivery timelines after dispatch will depend on your shipping destination, selected shipping method, carrier performance, customs clearance, public holidays, weather events, and other factors outside DURELLE’s control.
3. Payment for Pre-Orders
Payment for pre-order products may be charged at the time you place the pre-order, unless otherwise stated at checkout.
By placing a pre-order, you authorize DURELLE or its third-party payment processor to charge the full amount of the order, including applicable taxes, shipping fees, and any other charges shown at checkout.
Your payment confirms your reservation of the pre-order product but does not guarantee a specific shipping or delivery date.
4. Pre-Order Confirmation
After you place a pre-order, you should receive an order confirmation at the email address provided at checkout. The confirmation may include your order number, order details, payment summary, shipping address, and the pre-order item purchased.
Please review your confirmation carefully. If any information is incorrect, including your name, email address, phone number, billing address, or shipping address, you must contact us as soon as possible at contact@durelle.ca.
5. Changes to Shipping Information
You are responsible for providing accurate and complete shipping information at checkout. If your shipping address changes before your pre-order has shipped, you should contact DURELLE immediately at contact@durelle.ca.
We will make reasonable efforts to update your shipping information before dispatch; however, we cannot guarantee that changes can be made once an order has entered fulfilment or has been transferred to a carrier.
DURELLE is not responsible for delays, failed deliveries, lost packages, additional shipping fees, or customs issues caused by inaccurate, incomplete, or outdated information provided by you.
6. Production and Fulfilment Delays
DURELLE will make reasonable efforts to process pre-orders within the estimated 8 to 12 week processing period. However, pre-order timelines may be affected by circumstances beyond our reasonable control, including:
fabric, material, or component availability;
supplier, production, or manufacturing delays;
quality control issues;
high order volume;
shipping, carrier, or logistics delays;
customs, border, or import processing delays;
weather, public holidays, labour disruptions, or force majeure events; and
other operational issues outside DURELLE’s reasonable control.
If a material delay occurs, DURELLE may contact you using the email address provided at checkout. Where appropriate, we may provide an updated estimated processing or shipping timeline.
7. Cancellation of Pre-Orders by Customers
Because pre-order products may be reserved, sourced, produced, or allocated after purchase, pre-order cancellation requests are not automatically guaranteed.
You may request cancellation of a pre-order by contacting us at contact@durelle.ca within 72 hours of placing your order. After 72 hours, pre-orders are considered confirmed and cannot be cancelled. DURELLE may approve or decline a cancellation request depending on the status of the pre-order, including whether the item has entered production, been allocated, been prepared for shipment, or been dispatched.
If DURELLE approves a cancellation request before the item has shipped, we will issue a refund to the original method of payment, subject to payment processor timelines and any applicable deductions permitted by law.
After delivery, eligible items may be returned only in accordance with DURELLE’s Return and Refund Policy.
8. Cancellation of Pre-Orders by DURELLE
DURELLE reserves the right to cancel a pre-order, in whole or in part, where:
the item becomes unavailable or cannot reasonably be produced or fulfilled;
there is an error in pricing, description, availability, or order information;
payment is not authorized, is reversed, or appears fraudulent;
the order appears to be placed for unauthorized resale or commercial purposes;
the shipping address is invalid, incomplete, or not serviceable;
you breach DURELLE’s Terms of Use or any applicable policy; or
cancellation is reasonably necessary for operational, security, legal, or compliance reasons.
If DURELLE cancels a pre-order after payment has been processed, we will refund the amount paid for the cancelled item or order to the original method of payment, subject to payment processor timelines and applicable law.
9. Significant Delay and Refund Requests
The estimated processing time for pre-orders is 8 to 12 weeks unless otherwise stated. If a pre-order is materially delayed beyond the estimated processing period, you may contact DURELLE at contact@durelle.ca to request an update.
If DURELLE determines that fulfilment is no longer reasonably possible, or if DURELLE cancels the pre-order due to availability or production issues, DURELLE will issue a refund for the affected item.
Where a pre-order is delayed but remains capable of fulfilment, DURELLE may, at its discretion and subject to applicable law, offer an updated timeline, store credit, cancellation, refund, or another reasonable resolution.
10. Product Variations
DURELLE makes reasonable efforts to ensure that pre-order products are accurately described and displayed on the Website. However, because pre-order items may be produced after purchase, minor variations may occur in colour, fabric tone, texture, measurements, finishing, fit, or details.
Product images, colours, and measurements shown on the Website are for reference purposes and may vary depending on your device, lighting, production batch, fabric availability, and other factors. Such minor variations will not automatically make a product defective.
11. Combining Pre-Order and In-Stock Items
If your order contains both pre-order and in-stock items, DURELLE may ship the items together when the pre-order item is ready, or may ship them separately, at our discretion. Separate shipments may result in different tracking numbers and delivery dates.
Where separate shipping creates additional shipping charges, DURELLE will handle those charges in accordance with the shipping terms shown at checkout or otherwise communicated to you.
12. Shipping of Pre-Orders
Once your pre-order is ready for dispatch, DURELLE will arrange shipment to the address provided at checkout or any updated address accepted by DURELLE before dispatch.
Shipping fees, delivery estimates, tracking information, customs duties, taxes, import charges, refused shipments, unclaimed packages, incorrect addresses, lost packages, and damaged shipments are governed by DURELLE’s Shipping Policy.
For international orders, you are responsible for any customs duties, import taxes, brokerage fees, tariffs, or other charges imposed by the destination country, unless otherwise stated at checkout.
13. Returns of Pre-Order Items
Unless expressly marked as final sale, custom, altered, personalized, or otherwise non-returnable, eligible pre-order items may be returned after delivery in accordance with DURELLE’s Return and Refund Policy.
DURELLE’s standard return window is 14 days from delivery. To be eligible for return, the item must meet all return conditions stated in our Return and Refund Policy, including that the item must be unworn, unwashed, unused, undamaged, unaltered, free from stains, scents, makeup, deodorant marks, pet hair, or signs of wear, and must have all original tags, packaging, and labels attached.
Shipping fees, customs duties, import charges, and other third-party charges may be non-refundable unless otherwise required by applicable law.
14. Final Sale, Custom, and Special Items
Some pre-order products may be marked as final sale, custom, made-to-order, altered, personalized, limited edition, or otherwise non-returnable. Where this applies, the relevant product page, checkout page, or order confirmation may state that the item is not eligible for return, exchange, or cancellation, except as required by applicable law.
Please review all product details carefully before placing a pre-order.
15. No Guaranteed Restock or General Availability
A pre-order does not guarantee that a product will later be restocked, released for general sale, or made available in additional sizes, colours, or quantities. DURELLE may limit, modify, discontinue, or cancel any product or collection at any time, subject to applicable law.
16. Customer Responsibility
Before placing a pre-order, you are responsible for reviewing:
the product description;
size, fit, and measurement information;
colour and material details;
the estimated 8 to 12 week processing timeline;
the shipping destination and applicable shipping fees;
customs, duties, and import obligations for international orders;
whether the item is marked final sale or non-returnable; and
DURELLE’s Terms of Use, Shipping Policy, Return and Refund Policy, and Privacy Policy.
17. Contact Us
If you have questions about a pre-order, wish to request an update, or need assistance with your order, please contact us at:
Durelle Inc.
Email: contact@durelle.ca
Location: Canada