FAQ CENTER
AllureMen - the boutique curated edit of luxury and premium menswear.
Anything else you would like to know not covered? Please email support@allurecollectivestore.com
1. ABOUT OUR STORE
WHAT KIND OF STORE IS ALLUREMEN / ALLURE COLLECTIVE STORE?
We are a curated online boutique specializing in authentic designer and premium menswear and accessories. We work with trusted wholesale suppliers to bring you genuine high-end products from renowned brands, shipped from Europe, the USA, and selected other locations internationally. When you place an order, the items are carefully packaged and shipped to you. Operating exclusively online lets us offer designer and premium fashion at our preferential pricing, below retail.
IS ALLUREMEN / ALLURE COLLECTIVE STORE A LEGITIMATE - REGISTERED BUSINESS?
Yes, absolutely. ALLURE COLLECTIVE STORE - AllureMen is owned and operated by Ultima NZ Limited, a company registered in New Zealand and based in Auckland Central. We are a fully registered legal entity, and you can view our company details here https://www.allurecollectivestore.com/policies/legal-notice . Customers can shop with confidence knowing they're ordering from a registered New Zealand business. Distance is not an issue - we operate like any other legitimate global online store, and all customer orders are processed without delay, no matter where you're located.
HOW CAN YOU OFFER THESE BRANDS BELOW RETAIL?
At AllureMen, every item is authentically sourced directly from Italy, several other European suppliers, and the USA, priced below retail at our preferential pricing. Operating exclusively as a global boutique online store allows us to pass genuine savings to our customers - without compromising on quality, authenticity, or service.
Our store features current-season, past-season, end-of-line, and select pre-loved/imperfect pieces, giving our customers access to a wide range of luxury and designer brands at our preferential pricing, below retail. We add new products regularly.
WHY DO YOU OFFER LIMITED QUANTITIES ON SOME ITEMS?
Limited quantity items are part of our store's selection and are marked as "Last Piece." These include past-season and end-of-line collections, which is why we can offer preferential pricing on them. We recommend finalizing your purchase as soon as possible for limited quantity items, as we do not restock the same item once it sells out.
2. PRODUCTS & AUTHENTICITY
ARE YOUR LUXURY AND DESIGNER PRODUCTS AUTHENTIC?
Yes. Our luxury and designer items are sourced through trusted wholesale suppliers in Italy, Northern Ireland, Spain, North Macedonia, Austria, Sweden, and the USA, and are supplied to us as genuine. Our other premium collections (under the AllureMen Premium Collections) are sourced from established manufacturers, as stated in the product description where possible.
ARE ALL PRODUCTS IN BRAND-NEW CONDITION?
The majority of our archive is in brand-new condition with original labels attached. We also offer a curated selection of pre-loved and select imperfect pieces. The exact condition of every item is always transparently detailed on its individual product listing, so you know exactly what you are purchasing before checkout.
HOW DO I CHOOSE THE RIGHT GARMENT SIZE?
We provide size charts as a general guideline to help you select the appropriate size. However, sizing can vary between brands and individual body types, and we cannot be responsible for any garments, shoes, or accessories that may not fit correctly. As a general guideline, most designer brands follow Italian sizing standards, which may differ from sizing in other regions. We recommend carefully reviewing the size chart on each product page and comparing measurements to your own before purchasing.
DO PRODUCT PHOTOS ACCURATELY REPRESENT THE ACTUAL ITEM?
Product photos are provided directly by the designer brands and manufacturers. While we strive to represent each item accurately, the actual product may vary slightly in colour and appearance due to screen settings, lighting conditions, and digital photography. We cannot accept responsibility for variations between digital images and the physical product. For pre-loved and imperfect pieces, we show photographs of the actual item so its true condition is clear before you purchase.
WHAT WARRANTY DO YOU OFFER ON WATCHES?
Unless otherwise stated on the product page, all watches are sold with a 12-month manufacturer's defect warranty from the date of purchase. This warranty covers manufacturing defects and workmanship issues only and is honored by the manufacturer. Physical damage, water damage, battery issues, normal wear and tear, or damage resulting from misuse, accidents, or unauthorized repairs is not covered.
If you believe your watch has a manufacturing defect covered under warranty, please contact us at support@allurecollectivestore.com with the exact product details (brand, model, and product name), your original email invoice or purchase confirmation, a detailed description of the defect, and clear photos showing the issue if applicable. We will review your warranty claim and provide instructions on the next steps. Approved warranty claims will be processed according to the manufacturer's warranty terms, which may include repair, replacement, or refund at our discretion.
WHAT IF I RECEIVE A PRODUCT WITH DEFECTS OR QUALITY ISSUES?
While rare, a product may occasionally have defects or quality issues that were unnoticed during inspection. We take product quality seriously and want to resolve any issues promptly. If you receive a product with defects or quality concerns, please contact us immediately at support@allurecollectivestore.com with your order number, product details, a clear description of the defect or quality issue, and clear photos showing the problem. We will review your concern and work with you to find an appropriate solution, which may include a replacement, repair, or refund depending on the nature of the issue. Alternatively, you can follow the return process outlined in Section 6.
WHAT ABOUT HANDMADE BOTANICAL PRODUCTS FROM NEW ZEALAND? (CURRENTLY NOT AVAILABLE)
Our exclusive handmade botanical products made in New Zealand are FINAL SALE and cannot be returned under any circumstances. These natural products may have slight batch variations in colour, texture, or scent (normal for handmade products), a shorter shelf life than mass-produced products (no synthetic preservatives), and natural separation or texture changes over time (normal for natural products). All sales are final. No returns for batch variations, natural characteristics, allergic reactions, or any other reason. See our Cosmetics and Beauty Products Policy for complete details.
WHAT IF I HAVE AN ALLERGIC REACTION TO A COSMETIC PRODUCT?
We are not liable for allergic reactions, skin sensitivities, or adverse reactions to cosmetics or beauty products. You are responsible for reading ingredient lists before purchasing, patch testing products before full use, checking for known allergens, and discontinuing use if irritation occurs. Cosmetics cannot be returned for allergic reactions. All sales are final. Consult a dermatologist or healthcare professional for skin concerns. We do not provide medical advice. See our Cosmetics and Beauty Products Policy for complete details.
3. ORDERING & ACCOUNT
WHY SHOULD I CREATE AN ACCOUNT?
You are not required to create an account, however we recommend doing so for easier purchase tracking, repeat ordering, and signing up for our newsletter, email discount codes, and promotions. In most cases, shipping tracking is also supported under a personal account.
CAN BUSINESSES PURCHASE FROM OUR STORE?
Yes, anyone can purchase from our store, including businesses. However, our store is designed for individual consumers, and we do not offer special wholesale pricing, bulk discounts beyond our standard volume shipping discounts, or separate business accounts. All purchases are subject to our standard terms and conditions. If you purchase products for resale, you are solely responsible for your own business operations, customer service, warranties, and compliance with applicable laws. We cannot provide support for products that have been resold to third parties. For large volume inquiries, please contact us at support@allurecollectivestore.com.
HOW DO I MANAGE MY ACCOUNT SECURITY AND INFORMATION?
You can update your account information at any time by logging in and going to your account settings, where you can change your password, email address, shipping addresses, and communication preferences. If you suspect unauthorized access to your account, change your password immediately, review your order history for unauthorized purchases, and contact us right away at support@allurecollectivestore.com. We take account security seriously and recommend using a strong, unique password and never sharing your login credentials. We cannot accept responsibility for unauthorized account use.
CAN I MODIFY OR CANCEL MY ORDER AFTER PLACING IT?
You can generally modify or cancel your order within 24 hours of placing it by emailing support@allurecollectivestore.com. However, if your order has already shipped (i.e., the carrier has picked up the parcel), modifications or cancellations are not possible. We recommend contacting us as soon as possible if you need to make any changes.
WILL I RECEIVE CONFIRMATION OF MY ORDER?
Yes, upon placing an order, you will receive an email with your purchase details, shown as a paid invoice for your records. It is essential to provide a reliable email address at checkout and to check your junk or spam folder if you don't see the confirmation email in your inbox. If you still cannot locate it, please contact us at support@allurecollectivestore.com with your order details.
WHAT HAPPENS IF AN ITEM IS OUT OF STOCK AFTER I ORDER?
Our store only lists in-stock items. However, should an item become unavailable after you place your order, we will notify you immediately. We cannot guarantee being able to source an out-of-stock product. In this case, we will process a full refund. Where the unavailable item was to ship separately and you were charged separate shipping for it, that portion of the shipping cost is also refunded.
I FORGOT MY PASSWORD. HOW DO I RESET IT?
You can easily reset your password by selecting "Forgot password" on the account login page. You'll receive an email with instructions to create a new password and regain access to your account.
DO YOU OFFER GIFT WRAPPING OR SPECIAL PACKAGING?
No, we do not offer gift wrapping or special packaging services at this time. All items are shipped in their original packaging.
DO YOU INCLUDE INVOICES OR RECEIPTS IN PACKAGES?
Generally, our warehouses do not include invoices or receipts in packages. While we request that pricing information not be included, we cannot guarantee this in all cases. If you're purchasing a product as a gift, we unfortunately cannot guarantee that pricing information will not be included in the package. We recommend having the product shipped to yourself first if you want to ensure no pricing information is visible before gifting.
CAN I PRE-ORDER UPCOMING COLLECTIONS?
No, we cannot accommodate pre-orders. We only accept orders for products that are currently in stock and available on our store.
4. PAYMENT & PRICING
ARE MY PAYMENT DETAILS SAFE AND SECURE?
Absolutely. We use industry-leading payment processing technology with bank-level encryption to protect your personal and financial information. All transactions are processed through secure, PCI-compliant payment gateways, ensuring your credit card details are never stored on our servers. Your payment information is completely safe when you shop with us.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards. PayPal and additional country-specific payment options are provided at checkout. COD (cash on delivery) is not supported. Direct bank transfers are accepted for regular priced items only with a minimum purchase value of $500 USD. Bank transfers may take several days to process, and your order can only be confirmed once funds are received.
Sale items, promotional items, and Final Sale/Clearance items cannot be purchased using bank transfer. Bank transfer orders cannot use the regular store checkout — you must contact us at support@allurecollectivestore.com to arrange your order via email. Important: you are required to use your own credit or debit card for all purchases. We will not be liable whatsoever for any unauthorized use of any credit card or fraud in connection with any purchase on our store.
WHAT CURRENCY WILL I BE CHARGED IN?
Our store's primary currency is USD (US Dollars). However, where available, you can choose to pay in your local currency at checkout depending on your location and available payment methods. When paying in a currency other than USD, prices are automatically converted using current market exchange rates that are updated frequently throughout the day. The exchange rate is determined at purchase, and the final amount in your selected currency will be displayed before you complete checkout. We have no control over exchange rates or additional currency conversion fees that may be applied by your payment provider, credit card company, or bank.
Refunds are issued in the original transaction currency (USD), and the amount you receive in another currency may differ slightly due to exchange rate movements. We recommend checking with your financial institution about any fees that may apply to international transactions.
HOW DO SPECIAL PROMOTIONS AND DISCOUNT CODES WORK?
All special promotions are run at our full discretion and may be modified or discontinued at any time. Discount codes are limited to one use per customer account or email address and may be removed or deactivated by us at any time without prior notice. Please apply your discount code at checkout before completing your purchase, as codes cannot be applied retroactively to completed orders.
5. SHIPPING & DELIVERY
WHERE DO YOU SHIP TO?
Our store is gradually expanding globally. Unsupported countries may show our products as "not available" or the checkout may be blocked. If you wish to purchase from a country not currently supported, please email us at support@allurecollectivestore.com and we'll do our best to assist.
DO YOU OFFER FREE SHIPPING OR DUTY/TAX INCENTIVES?
Yes. We offer free shipping on qualifying orders, where it applies at checkout. Free shipping applies to the transport cost only - it does not remove import duties, taxes or carrier fees, which depend on your destination and chosen delivery option. From time to time, and at our discretion, we may also subsidize part of the import duties, taxes or carrier fees on qualifying orders.
HOW DO I APPLY THESE INCENTIVES?
No code is required. Where your order qualifies, free shipping and any applicable subsidy are applied automatically at checkout.
WHAT IS THE DIFFERENCE BETWEEN "ALL-INCLUSIVE (DDP)" AND "STANDARD (DDU)"?
We recommend the Priority All-Inclusive (DDP) option, where offered. With Priority All-Inclusive (DDP), import duties, taxes and carrier fees are calculated and prepaid at checkout, so the total you see is your final landed cost with nothing more to pay on delivery; this is offered for the United States and other selected countries, as shown at checkout. With Standard Shipping (DDU), you pay only for transportation, and you are responsible for paying any import duties, taxes or carrier fees directly to the carrier or customs authority on delivery.
WHAT IF I ORDER MULTIPLE PRODUCTS?
When you order multiple products, they may ship from different warehouse locations depending on where each item is stocked (Italy, Northern Ireland, Spain, North Macedonia, Austria, Sweden, the USA, or other locations). This means your order may arrive in multiple shipments on different days, each with its own tracking number and possibly different carriers, with separate tracking notifications, and delivery times may vary between shipments based on the origin location.
When products ship from multiple locations, each shipment incurs separate carrier costs, which may result in higher overall shipping costs compared to a single shipment. The total shipping cost is calculated and displayed at checkout based on the origin locations of your selected products. If you need to return products from a multiple-product order, our standard return policy applies to each individual product, and you can return some products while keeping others. If you have questions about your multiple-product order or need assistance tracking different shipments, please contact us at support@allurecollectivestore.com with your order number.
WHAT IF ONLY SOME PRODUCTS FROM MY ORDER ARRIVE?
If you've ordered multiple products, they may ship from different warehouse locations and arrive on different days. Each shipment will have its own tracking number. Please check all tracking information provided to see the status of each product. If one or more products haven't arrived, please refer to "What if my order hasn't arrived?" for detailed steps.
WHY DID MY ORDER ARRIVE IN MULTIPLE SHIPMENTS?
To give you access to a wide range of designer items, we ship from different warehouse locations. If you order multiple products, they may ship from different locations. Each shipment will have its own tracking number, and all shipments are covered against loss or damage in transit.
DO YOU HAVE ANY VOLUME ORDER DISCOUNTS?
Yes, we offer selected volume order discounts and free shipping promotions that are calculated and displayed at checkout based on your order value and delivery location. Specific thresholds and eligibility vary by location and are subject to change without notice. For faster or carrier-specific shipping options, or for orders that don't meet the free shipping thresholds, available choices and costs will be displayed at checkout. Promotional offers are subject to change and may be modified or discontinued at any time without prior notice. For complete details, see our Shipping Policy.
HOW DOES SHIPPING WORK?
At checkout, you can choose from various shipping options depending on your location, including standard/economy shipping, express shipping, and carrier-specific options where available. PO boxes and military addresses are not supported. You must ensure your physical delivery address, email address, and phone number are absolutely correct, complete, and up-to-date to avoid shipping delays, failed deliveries, or returns. We use a dedicated physical address verification application to ensure correct delivery address data. However, we cannot accept responsibility for incorrect, incomplete, or outdated delivery details provided by the customer, or for any shipment lost, delayed, or returned due to incorrect information.
A signature on delivery may be required or available depending on the carrier and delivery option selected. At the point of delivery, responsibility for and title to your purchased goods passes to you, and risk of loss and damage transfers to you upon delivery. In certain circumstances, our delivery partner may provide optional delivery instructions such as signature release or leave with neighbor; if you choose to use these options, we bear no responsibility or liability whatsoever for any loss, theft, damage, or any other issue that may result, and use of these options is entirely at your own risk. Wherever possible, we recommend signing for your shipment at delivery to ensure secure receipt.
IS MY ORDER INSURED DURING TRANSIT?
Yes. All shipments are covered against loss or damage in transit. If an issue arises, we investigate and file a claim with the carrier on your behalf, and approved claims are refunded in full. Please report any transit damage within 48 hours of delivery, with photos of the damage, packaging, and product.
WHAT HAPPENS IF I NEED TO MAKE A CLAIM?
In the event of a transit issue, our team will manage the investigation with the carrier on your behalf. These investigations require cooperation from both the customer and the carrier. Once a claim is approved, we will process your replacement or refund in accordance with our policy.
HOW DO CUSTOMS DUTIES AND TAXES AFFECT MY PURCHASE?
Where Priority All-Inclusive (DDP) is selected, customs duties, import taxes, and carrier fees are prepaid and included in your checkout price, so you are charged the all-inclusive landed price at checkout. Where Standard (DDU) is selected, you pay any import duties, taxes or carrier fees directly on delivery.
ARE DUTIES AND TAXES REFUNDABLE IF I RETURN AN ITEM?
It depends on your destination. For US orders, any import duties, taxes or carrier fees you paid at checkout are refunded together with the item price, less the applicable return shipping fee. For all other countries, import duties, taxes or carrier fees are not refundable, as once paid they are collected by customs authorities, tax agencies and carriers and cannot be recovered by us.
If you selected Standard Shipping (DDU) and paid duties directly on delivery, those amounts are likewise non-refundable by us. Customs duties, import taxes, and sales taxes generally do not apply within the EU or for orders where the origin and destination countries are the same. Occasionally, customs may review a shipment and amend the landing price; we cannot accept responsibility for additional charges, delays, or confiscated items by customs.
All international shipments include customs documentation attached to the outside of the package as required by law, which includes the declared value of the goods and may be visible on the outside of the package; this is a legal requirement and we cannot modify, remove, or conceal it.
For refused or uncollected shipments, any additional carrier charges will be charged to you, including a handling fee of $50 USD, and refunds for pre-paid import duties, taxes or carrier fees on refused shipments will be processed strictly in accordance with our Return and Refund Policy, minus all applicable administrative and return freight costs.
For U.S. customers, following changes to U.S. customs regulations effective August 29, 2025, all shipments to the United States may be subject to customs duties and processing fees; we offer DDP service for all U.S. orders, so all applicable customs duties, taxes, and processing fees are calculated and collected at checkout. For complete details, see our Shipping Policy Sections.
HOW LONG DOES SHIPPING TAKE?
Generally, orders are processed within 24-48 hours of order confirmation. However, processing times may be extended during peak periods, holidays, sales events, or due to stock availability. Indicative delivery times for most products are, for orders within the EU/UK, Express 1-3 business days and Economy 4-6 business days; and for orders outside the EU, Express 3-6 business days and Economy 7-12 business days. Exact delivery times are provided by the carrier you choose at checkout and are displayed before you complete your purchase. These are estimates only and not guarantees. We cannot be held liable for any losses, damages, inconvenience, or consequences as a result of delivery occurring outside of our expected time frame.
Delivery times may be affected by factors beyond our control, including customs inspections and clearance, weather conditions, carrier backlogs or delays, public holidays, natural disasters or emergencies, pandemics or health emergencies, government restrictions or regulations, and carrier strikes or service disruptions. During peak shopping periods and around public holidays, order processing and delivery times may be longer than usual. We are unable to monitor warehouse closures or public holidays across the many regions we ship from and to, and we will not notify you individually; please factor in additional delivery time when ordering during or near holiday periods, and place orders well in advance of special occasions. For complete details, see our Shipping Policy.
CAN I TRACK MY ORDER?
Yes, once the nominated carrier collects your shipment from the warehouse, a tracking number will be issued. You will receive the tracking information via email or SMS, either directly from the carrier or from us. If you have a personal account with us, you can also check your shipping status under "Order History." Carriers generally send email updates on the transit location and delivery status of your shipment, even if you don't have an account. Generally, a carrier will attempt delivery 1-3 times at your delivery location. Certain carriers provide delivery options when you're not home, so we advise choosing the safest delivery option available. We cannot accept responsibility for lost or stolen shipments at the customer's receiving end after delivery confirmation.
WHY IS MY TRACKING NOT UPDATING?
After your order ships, it may take 24-72 hours for tracking information to appear in the carrier's system and begin updating. Your tracking number may initially show as "label created" or "information received" for 1-3 business days before showing movement; this is normal and means the carrier has received shipping information but has not yet picked up the package. International shipments may have infrequent tracking updates, especially during customs clearance or while in transit between countries. If your tracking shows no updates for more than 7 business days, contact us at support@allurecollectivestore.com and we will investigate with the carrier. For complete details, see our Shipping Policy.
WHAT IF MY ORDER HASN'T ARRIVED?
If your order hasn't arrived within the expected delivery timeframe, first check your tracking information (sent via email/SMS or in your Account under "Order History"). Next, check with your local carrier, as they may have attempted delivery and left the package at a depot or with a neighbor. Allow for delivery delays, as shipments may be delayed due to customs, weather, carrier backlogs, or other circumstances beyond our control.
If your order hasn't arrived within 21 days of the dispatch date, contact us immediately at support@allurecollectivestore.com with your order number and tracking information. We will work with the carrier to investigate missing shipments; carrier investigations typically take 7-14 business days and require cooperation from both you and the carrier, and resolution times depend on carrier response and may take longer in some cases.
Important: we cannot process refunds or replacements for orders reported missing after 21 days from the dispatch date, so please contact us within this timeframe. For complete details, see our Shipping Policy Section 13.1.
WHAT IF TRACKING SHOWS DELIVERED BUT I DIDN'T RECEIVE MY ORDER?
If tracking shows delivered but you haven't received your order, first check around your delivery location (porch, garage, mailroom, building reception, with a neighbor). Verify the delivery address on your order confirmation matches your actual address, and check with household members or neighbors if anyone accepted the delivery. Contact the carrier using your tracking number and request proof of delivery.
If you still cannot locate your package, contact us immediately at support@allurecollectivestore.com within 48 hours of the delivery date shown on tracking. We will work with the carrier to investigate; carrier investigations for delivered packages typically take 7-21 business days and require proof of delivery documentation, cooperation from you in checking your premises thoroughly, and carrier response. Important: we cannot accept responsibility for packages that show as delivered by the carrier according to tracking information, but we will assist in the investigation process to the best of our abilities. For complete details, see our Shipping Policy.
6. RETURNS, REFUNDS & EXCHANGES
DO YOU ACCEPT RETURNS?
Yes, with some exceptions. You have 14 days from delivery to request and ship your return (request your label within the first 7 days, and send it within the remaining 7). Items must be unworn and in original condition with all tags and designer packaging. Refunds go to your original payment method, and we do not charge a restocking fee.
For US orders, a flat 25 USD per-item return shipping fee applies, and any import duties, taxes or carrier fees you paid are refunded with the item price. For all other countries there is no return shipping fee, but import duties, taxes or carrier fees are not refundable.
Please note: items listed as Last Piece, Final Sale, Clearance, Pre-Loved, or Imperfect are sold as final sale and cannot be returned, exchanged, or refunded for change of mind, size, or fit. This is shown on the product page and at checkout before you pay. If an item arrives with a genuine fault that was not described, or we send the wrong item, you are always fully protected under our "If We Made an Error" policy. See our Return and Refund Policy for full details.
WHAT TYPES OF RETURNS DO YOU ACCEPT?
We accept two types of returns with different treatment. The first is "Our Error," covering a wrong product sent, a product damaged during shipping, or product defects discovered on arrival. The second is "Change of Mind," covering being not satisfied with the product, sizing, or simply no longer wanting it.
CAN I RETURN COSMETICS IF THEY'RE UNOPENED OR UNUSED?
No. All cosmetics, beauty products, skincare, makeup, fragrances, and handmade botanical products are FINAL SALE and cannot be returned even if unopened or unused, still sealed in original packaging, never touched or tested, the wrong shade or colour, the cause of an allergic reaction, unsuitable for your skin, or if you have changed your mind. Once purchased, all sales are final with no exceptions for health, safety, and hygiene reasons. See our Cosmetics and Beauty Products Policy for complete details.
CAN I EXCHANGE A COSMETIC PRODUCT FOR A DIFFERENT SHADE OR SIZE?
No. We do not offer exchanges for any products, including cosmetics. All cosmetics, beauty products, and fragrances are final sale and cannot be returned or exchanged under any circumstances. We recommend researching shades, colours, and product details carefully before purchasing. All sales are final once purchased. See our Cosmetics and Beauty Products Policy for complete details.
WHAT IF A COSMETIC PRODUCT ARRIVES DAMAGED OR LEAKING?
Contact us within 48 hours at support@allurecollectivestore.com with your order number, clear photos of the damage (product, packaging, shipping label), and a detailed description. We may offer partial credit or replacement depending on insurance claim approval, product availability, and severity of damage. However, we cannot guarantee refund or replacement even with damage, as resolution depends on carrier claim approval. Cosmetics cannot be returned to us. Any resolution is at our sole discretion. See our Cosmetics and Beauty Products Policy for complete details.
RETURNS FOR OUR ERROR (WRONG/DAMAGED/DEFECTIVE PRODUCTS)
If you receive the wrong product, a product that was damaged during transit, or a product with defects or quality issues discovered on arrival, please contact us immediately at support@allurecollectivestore.com with your order number, photos clearly showing the wrong product, damage, or defect, and a detailed description of the issue. Report transit damage within 48 hours of delivery, and report incorrect or defective items as soon as possible after delivery. In these cases you will receive a prepaid return shipping label at no cost to you, a 100% refund including the product cost and any import duties, taxes or carrier fees you paid, with no return fee deducted; or you can choose a replacement product instead. We will handle all internal claims with the carrier.
Important exception: cosmetics, beauty products, skincare, makeup, fragrances, and handmade botanical products cannot be returned under any circumstances, even if wrong, damaged, or defective, as all sales are final for these items due to health, safety, and hygiene regulations. See our Cosmetics and Beauty Products Policy.
CHANGE OF MIND RETURNS (NOT SATISFIED WITH PRODUCT)
Yes, you can return products within 14 days from the day you receive the package if you're not satisfied, in unworn original condition. To initiate a return, process it through "Returns" in your personal account (or, if not visible, via the website return tab). If the returns portal is not available, we will provide specific instructions and a return shipping label. You cannot choose your own carrier or postal service; returns must use the label we provide.
For US orders, a flat return shipping fee of $25 USD per item is deducted from your refund, and the item price is refunded in full, together with any import duties, taxes or carrier fees you paid at checkout. For all other countries, there is no return shipping fee and the item price is refunded in full; however, any import duties, taxes or carrier fees, whether paid at checkout or directly on delivery, are not refundable, as once paid they cannot be recovered from customs authorities, tax agencies or carriers.
We do not charge a restocking fee. Important exception: cosmetics, beauty products, skincare, makeup, fragrances, and handmade botanical products cannot be returned under any circumstances, even if wrong, damaged, or defective, as all sales are final for these items. See our Cosmetics and Beauty Products Policy.
RETURN REQUIREMENTS (ALL RETURNS)
Products must be returned within 14 days from the date you receive the package and must meet the following conditions. Residents of the EU and UK have a statutory 14-day cooling-off period for change-of-mind returns, in addition to their separate statutory rights for faulty goods.
Products must be returned in the exact condition they were dispatched (new, unused, with all original tags attached); note that Pre-Loved, Imperfect, Clearance, Final Sale, and Last Piece items cannot be returned. Shoes must be returned in their original boxes, unworn and undamaged. Undergarments must be returned in their unopened packages; swimwear must have been tried on with underwear; soiled returns are not accepted. All other products including accessories, jewelry, and watches must be returned as delivered. All products must be returned in the brand's original packaging and ideally in the original shipping box, sealed well and fit for shipping. Manufacturer descriptions, documentation, and any materials included in the product box must be unharmed and returned in full.
Important: returns that do not meet the above requirements will be rejected and returned to the customer at the customer's expense, and no refund will be issued for returns that arrive with missing tags, worn, soiled, or used products, damaged packaging, or missing inclusions. If a return is required after the 14-day window, we may or may not accept it at our sole discretion; please contact us at support@allurecollectivestore.com to discuss your situation.
WHAT ARE LAST PIECE(S), PRE-LOVED, IMPERFECT, CLEARANCE, OR FINAL SALE ITEMS?
Products marked as Last Piece(s), Pre-Loved, Imperfect, Clearance, or Final Sale in our store are strictly non-refundable and cannot be returned under any circumstances. These items are sold as-is and offered at preferential pricing. Please review the product details and condition notes carefully before purchasing these items.
DO YOU OFFER EXCHANGES?
No, we do not offer direct exchanges. If you wish to receive a different size, colour, or item, please return your original order for a refund within our 14-day return policy, and then place a new order for the product you prefer.
HOW LONG DOES A REFUND TAKE?
Refunds are processed within 14 days of passing warehouse inspection, depending on the payment method you used. Some credit card providers may take longer. Refunds are issued in the original transaction currency (USD); the amount you receive in another currency may differ slightly due to exchange rate movements and any fees applied by your bank or card provider, which are outside our control.
CAN I RETURN ONLY SOME PRODUCTS FROM A MULTI-PRODUCT ORDER?
Yes, you can return individual products from a multi-product order. Our standard return policy applies to each individual product. Simply indicate which products you wish to return when initiating your return. Products you choose to keep are not affected.
WHAT IF I DON'T RECEIVE MY RETURN SHIPPING LABEL?
If you haven't received your return label within 24 hours of initiating your return, check your spam/junk folder, verify your email address is correct in your account, and contact us at support@allurecollectivestore.com with your order number. If the delay is our fault, we'll extend your shipping deadline. Please contact us within 48 hours of initiating your return.
WHAT IF I CAN'T SHIP MY RETURN WITHIN THE WINDOW?
Contact us at support@allurecollectivestore.com before the deadline expires if you're unable to ship due to genuine circumstances (illness, emergencies, carrier disruptions). We evaluate each situation individually and may grant short extensions at our discretion. Extensions are not guaranteed and cannot be granted for scheduling conflicts or non-emergency situations.
ONLINE SHOPPING BEST PRACTICES on AllureMen / ALLURE COLLECTIVE STORE:
AllureMen is a global boutique destination for authentic luxury and premium designer menswear, priced below retail at our preferential pricing. When shopping online, please purchase products with careful consideration and review all product details, sizing, and images before completing your purchase.
Returns are accepted in accordance with our Return and Refund Policy, but they must be actioned promptly within our 14-day return period. Several conditions apply to all returns, and certain fees or non-refundable amounts may apply, as set out in our Return and Refund Policy.
7. CUSTOMER SUPPORT & POLICIES
HOW CAN I CONTACT CUSTOMER SUPPORT?
Most customer questions can be answered by our AI customer assistant Mateo. If your question remains unresolved, please contact our customer service team at support@allurecollectivestore.com.
As a boutique business, personal customer support is at the heart of everything we do. For queries that need closer attention, our team is here to help directly. We will respond within 2 to 12 hours during business hours. For queries that need closer follow-through, we may also offer a WhatsApp contact to help resolve your matter more quickly.
DO YOU HAVE A PHYSICAL SHOWROOM OR STORE LOCATION?
No, we operate exclusively as an online store and do not have a physical showroom or retail location. All products are shipped directly to customers. This allows us to offer competitive pricing without the overhead costs of physical retail spaces.
HOW DO I FILE A COMPLAINT?
If you have a customer service complaint, please email us at support@allurecollectivestore.com with your order number (if applicable), a detailed description of your complaint, any supporting documentation if applicable, and your preferred resolution. We take all complaints seriously and will respond promptly. We are committed to resolving issues fairly and professionally. We do not accept or process any complaints or communication that does not comply with our Commitment to Respectful Communication Policy.
WHAT ARE YOUR BUSINESS HOURS?
Our customer service team operates generally during the following hours to respond to emails: 9:00 AM - 5:00 PM (NZST/NZDT - New Zealand Time), Monday to Saturday. Response times of 2 to 12 hours apply during business hours, and up to 24 hours outside business hours and on NZ public holidays. We are closed on New Zealand public holidays.
HOW DO I SUBSCRIBE TO YOUR NEWSLETTER?
You can subscribe during account creation or by entering your email address in the subscription form on our website. Subscribers receive exclusive promotions, discount codes, and updates about new product arrivals. You can unsubscribe at any time by clicking the "unsubscribe" link at the bottom of any email or by contacting us at support@allurecollectivestore.com.
WHAT LANGUAGES DOES YOUR STORE SUPPORT?
The primary language of our store is English (USA). Translations can be selected wherever available to help you browse and purchase products. However, we cannot guarantee the accuracy or correctness of these translations for any part of our store. All customer service inquiries and responses can only be provided in English. Customers are responsible for translating any customer service responses into their own language if needed.
HOW DO YOU USE MY PERSONAL INFORMATION?
We are committed to protecting your privacy and only use your personal information to process orders, improve your shopping experience, and communicate with you about your purchases. We never sell your data to third parties. For complete details on how we collect, use, and protect your information, please view our full Privacy Policy here https://www.allurecollectivestore.com/policies/privacy-policy
WHAT ARE YOUR BUSINESS COMPLIANCE STANDARDS?
ALLURE COLLECTIVE STORE (Ultima NZ Limited) conducts all business operations in good faith and maintains full compliance with all legal requirements in New Zealand. We are committed to adhering to international commerce regulations to the best of our abilities, including compliance with international importing laws, shipping regulations, customs requirements, and taxation rules across all markets we serve. Our business practices are built on transparency, integrity, and respect for the legal frameworks that govern cross-border e-commerce. We work closely with our trusted suppliers and logistics partners to ensure all products are sourced, shipped, and delivered in accordance with applicable laws in both origin and destination countries.
OUR COMMITMENT TO RESPECTFUL COMMUNICATION - POLICY
ALLURE COLLECTIVE STORE (Ultima NZ Limited) is committed to maintaining a respectful and dignified environment for all our team members and customers. We have zero tolerance for inappropriate, abusive, discriminatory, or threatening communication of any kind. This includes, but is not limited to, racism, religious discrimination, sexism, or any violation of basic human rights and dignity. All communication with our company - whether via email, chat, phone, or any other channel - must be conducted with respect and professionalism. We reserve the right to refuse service and terminate communication with anyone who engages in abusive, discriminatory, or threatening behavior. We are dedicated to treating everyone with dignity and expect the same courtesy in return.
TERMS AND CONDITIONS
All guidelines, terms, and conditions covered in this FAQ section, our Return and Refund Policy, Shipping Policy, and the governing Terms and Conditions of Ultima NZ Limited apply to all purchases and interactions with our store. By using our website and making a purchase, you agree to these terms. For complete details, please review our full Terms and Conditions.