Shipping & Returns

At DUALE, we take pride in creating beautiful pieces for life’s special moments. We want you to feel confident shopping with us, so please review our Shipping & Returns policy carefully before making a purchase. This policy operates in line with Australian Consumer Law (ACL).

Returns & Refunds Policy

If something isn’t quite right, we’re here to help. To begin any return request, please contact us at:

📧 info@duale.com.au

All returns must be approved before items are sent back.

Change of Mind Returns

If you change your mind, you may request a store credit within 14 days of receiving your order, subject to the following conditions:
• The item must be unworn, unwashed and unused
• Must be returned in original condition and packaging
• All original tags and ribbons must remain attached
• The return must be approved before sending

Once approved, you will receive a DUALE gift card valid for 6 months.

Please note: Under Australian Consumer Law, we are not required to provide a refund for change of mind purchases.

Faulty Items & Refunds (ACCC Compliant)

If your item is found to be faulty, damaged or not as described, you are entitled to a refund, replacement or store credit in accordance with Australian Consumer Law.
• Refunds for faulty items will be returned to the original payment method
• Faults must be reported within 48hours of delivery
• Evidence may be required (photos/video)

This does not affect your statutory rights under ACL.

Return Conditions

All returned items are individually assessed upon arrival. If your return:
• Shows signs of wear
• Has been washed
• Has missing tags
• Contains makeup, perfume, deodorant or stains

Your return may be declined and sent back at your expense.

DUALE reserves the right to decline returns that do not meet our policy requirements.

Return Shipping
• Return shipping costs are the responsibility of the customer
• We recommend using a tracked service, as DUALE is not responsible for lost return parcels

Final Sale, Sale & Promotional Items
• All sale items are final sale
• No returns or exchanges unless the item is faulty
• This includes:
* • Clearance sales
* • Promotional sales
* • Sample sales

Welcome discount codes are excluded from final sale rules.

Black Friday Purchases
• If an exchange is requested for size, the item will be charged at full price
• If an item is marked as Final Sale, it is not eligible for return or exchange

Sample Sale Items

All sample sale items are sold as-is. Any known faults are disclosed at the time of sale. By purchasing, you acknowledge and accept the condition of the item.

Exchanges

Due to limited stock, DUALE does not offer direct exchanges.

Once your approved return is received and inspected:
• You will be issued a DUALE gift card via email
• Gift cards are valid for 6 months
• You may repurchase your preferred size or style using the gift card

Return Processing Time
• You will be notified once your return is received
• Please allow 2–5 business days for processing
• If approved:
* • Gift cards are issued via email
* • Refunds will appear in your account within 5–10 business days

* Returns received outside the 14-day window may be declined and returned at the customer’s expense.

Policy Updates

DUALE reserves the right to update this policy at any time. Changes take effect immediately once published on our website.

By placing an order with DUALE, you agree to these terms.

Shipping Policy

Order Processing
• Orders are packed and dispatched within 1–3 business days
• During launches and promotions, processing times may be slightly extended

Australian Shipping Timeframes

Once dispatched, orders typically arrive within:
• 2–5 business days (metro areas)
• Regional areas may take slightly longer

International Shipping

We offer worldwide shipping.
• Orders are dispatched within 1–7 business days
• Delivery times vary by destination
• Estimated international delivery: 1–3 weeks after dispatch

Shipping Costs

Shipping fees are calculated at checkout based on:
• Location
• Weight
• Number of items

You can view your exact shipping cost by entering your address at checkout.

Multiple Delivery Addresses

We do not ship to multiple addresses within a single order. Please place separate orders for different delivery locations.

Lost or Stolen Parcels

Once your parcel has been dispatched and tracking has been provided, DUALE is not responsible for lost or stolen packages. If your parcel is marked as delivered but cannot be located, please contact the courier directly.