Pre-Order and Cancellation Policy

Ninety One Degrees may allow customers to reserve selected products before they arrive in our inventory or are officially released for sale. This policy explains how pre-orders, payments, cancellations and delays are handled.

1. What Is a Pre-Order?

A pre-order is the purchase or reservation of a product that is not currently available in stock but is expected to become available at a later date.

Pre-order products may include:

• Upcoming or limited-edition coffees from local or international roasters.

• Imported products that are currently in transit.

• Coffee equipment and accessories arriving soon.

• Limited-quantity products available for early reservation.

The product page will clearly indicate when an item is being sold as a pre-order.

2. Estimated Availability and Delivery

Any stated availability or delivery date for a pre-order is an estimate and may change due to:

• Delays from the supplier or roaster.

• International shipping delays.

• Customs clearance procedures.

• Courier or transportation delays.

• Weather conditions or public holidays.

• Other circumstances beyond the control of Ninety One Degrees.

We will make reasonable efforts to inform customers of significant delays. However, we cannot guarantee delivery on a specific date unless it has been confirmed in writing.

3. Pre-Order Payments

Depending on the product, we may collect:

• The full purchase price at checkout.

• A partial payment or reservation deposit.

• The remaining balance when the product arrives or before dispatch.

The required payment amount will be clearly displayed during checkout.

Payments made by card or through an instalment provider may also be subject to the payment provider’s terms and conditions.

4. Orders Containing Available and Pre-Order Products

If an order contains both in-stock and pre-order products, the entire order may be dispatched once all products are available.

Ninety One Degrees may choose to divide the order into separate shipments. Additional delivery charges may apply if the customer requests that available products be shipped separately.

5. Cancelling a Pre-Order

Customers may request to cancel a pre-order before:

• The product has been purchased from the supplier specifically for the customer.

• Order preparation has begun.

• The product has arrived and been allocated to the order.

• The order has been handed over to the courier.

Cancellation requests must be submitted using the contact details provided on our Contact Us page and must include the order number.

Submitting a cancellation request does not guarantee automatic approval. The cancellation will be confirmed after the order status has been reviewed.

6. Pre-Orders That Cannot Be Cancelled

A pre-order may not be eligible for cancellation if:

• The order has already been prepared or dispatched.

• The product has arrived and been allocated to the customer.

• The product was purchased or imported specifically for the customer.

• The product is personalised or made to order.

• The deposit was clearly stated to be non-refundable before purchase.

• The product is part of a limited release or final sale.

Once an order has been dispatched, any return or refund request will be handled in accordance with our Return and Refund Policy.

7. Refunds Following Cancellation

Where a cancellation is approved, the eligible amount will be refunded to the original payment method.

Please allow approximately 7 to 14 business days for the refund to appear in your account, depending on your bank or payment provider.

Payment-processing charges, instalment fees or other non-refundable charges may be excluded from the refund where permitted and disclosed to the customer.

8. Deposits and Partial Payments

Where a pre-order requires a deposit, the product page or checkout process will explain whether the deposit is:

• Fully refundable.

• Refundable until a specified date.

• Non-refundable once the order has been confirmed with the supplier.

If the customer does not pay the remaining balance within the required period, the reservation may be cancelled. The deposit may be forfeited if it was clearly stated to be non-refundable.

9. Delayed Pre-Orders

If the expected arrival of a product is delayed, the customer may choose to continue waiting for the product.

Where the delay is significant, we may allow the customer to cancel the order and receive a refund, unless the product was specially ordered or imported for the customer and cannot be cancelled.

Available options will be explained based on the circumstances of each order.

10. Product Unavailability

In rare circumstances, a supplier may be unable to provide a product after the pre-order has been accepted.

In this situation, we may offer the customer:

• A refund of the amount paid.

• Store credit.

• An alternative available product.

• The option to wait for a revised availability date.

The customer will not be required to accept a substitute product.

11. Coffee or Packaging Variations

Details of imported coffee products may occasionally differ when the products arrive, including:

• Roast date.

• Packaging or label design.

• Batch or harvest season.

• Country of packaging.

• Tasting notes provided by the roaster.

• Available weight or product edition.

Where the change is material, we will make reasonable efforts to inform the customer before dispatching the order.

12. Pre-Order Amendments

Requests to amend a product, quantity or delivery address are subject to availability and the current status of the order.

Changes may not be possible after the order has been confirmed with the supplier or preparation and shipping have begun.

Additional charges may apply when changing the delivery address or requesting separate shipments.

13. Contact Us

For questions about a pre-order or to request a cancellation, please contact us using the details provided on our Contact Us page and include your order number.

Ninety One Degrees reserves the right to update this policy when necessary. The version published on the website at the time the order was placed will apply.