FAQ CENTER

Anything else you would like to know not covered? Please email support@allurecollectivestore.com

IMPORTANT: ONLINE SHOPPING BEST PRACTICES on AllureMen / ALLURE COLLECTIVE STORE

AllureMen provides great opportunities to get designer brands and other premium products at awesome prices. When shopping online, please purchase products with careful consideration. Returns are accepted, but they must be actioned quickly within our 7-day policy. Several conditions apply to all returns, and partial refunds apply for change of mind returns. As a boutique curator, we work on much smaller margins than global marketplaces. This allows us to keep our initial prices lower, but it means we cannot absorb non-recoverable costs (like government duties and bank fees) when an item is returned simply because of a change of mind.

1. ABOUT OUR STORE

What kind of store is AllureMen / ALLURE COLLECTIVE STORE?

We are a curated online boutique specializing in authentic designer and luxury fashion for men. We partner with premium wholesale suppliers to bring you genuine high-end products from renowned brands, directly from Europe, the USA and selected other locations. When you place an order, our trusted suppliers carefully package and ship your items straight to you. This allows us to offer you access to luxury fashion and designer brands at highly competitive prices without the traditional retail markup, while ensuring every piece is 100% authentic.

Is AllureMen / ALLURE COLLECTIVE STORE a legitimate business?

Yes, absolutely. ALLURE COLLECTIVE STORE (including AllureMen) is owned and operated by Ultima NZ Limited, a company incorporated in 2013 and based in Auckland Central, New Zealand. We are a fully registered legal entity, and you can view our company certificate here [link].

Customers can shop with confidence knowing they're ordering from an established, legitimate 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.

Why are your prices so low compared to retail stores?

We offer genuine discount prices on authentic designer products because we operate exclusively online with no physical retail spaces. This allows us to pass exclusive savings directly to our customers. Our store features current season, past season and overstocked products, giving our discerning customers access to thousands of luxury and designer brands at discounts of up to 80% off the retail price (ensure you apply the necessary Discount Code at Check-Out). We add new products weekly, always at highly competitive prices.

Why do you offer limited quantities on some items?

Limited quantity items are just a part of our store's product selection and sold/marked as "Last Piece". This includes past-season collections and overstock items sourced directly from the brands, which is why we can offer such significant discounts on these products. Please note that we recommend finalizing your purchase as soon as possible for limited quantity items, as it's rare that we restock the same item once it sells out.

2. PRODUCTS & AUTHENTICITY

Are all your luxury and designer brand products authentic?

Yes, all our luxury and designer brand products are guaranteed to be 100% authentic. We are an authorized merchant to sell these products through our suppliers in Italy, Spain, Germany, Sweden, Ireland, Macedonia and the USA. Non-luxury/designer brands (under the AllureMen Premium Collections) may also be directly sourced from suppliers in China and other manufacturing countries, as stated in the product description (where possible).

Are all store products new and not seconds?

We only sell new products with original labels. Occasionally, the original packaging might be unavailable, which will be communicated to you (wherever possible in advance) before we process your order, or as stated in the individual product description.

AllureMen will soon add pre-loved items to our collections and marked as "Pre-loved".

How do I choose the right garment size?

We provide size charts to the best of our abilities as a general guideline to help you select the appropriate size. However, please note that 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 for an individual. As a general guideline, most designer brands follow Italian sizing standards, which may differ from sizing in other regions. We recommend carefully reviewing our size chart provided on each product page and comparing measurements to your own before making a purchase.

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 color and appearance due to screen settings, lighting conditions, and digital photography. We cannot accept responsibility for variations between digital images and the physical product.

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. Please note that any physical damage, water damage, battery issues, normal wear and tear, or damage resulting from misuse, accidents, or unauthorized repairs is not covered under this warranty.

If you believe your watch has a manufacturing defect covered under warranty, please contact us at support@allurecollectivestore.com with the following information:

- Exact product details (brand, model, and product name)- 

- Your original email invoice or purchase confirmation received at the time of purchase

- A detailed description of the defect

- 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, from time to time a product may have defects or quality issues that were unnoticed by our supplier 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 the following information:

- Your order number

- Product details

- A clear description of the defect or quality issue

- 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 policy 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 color, texture, or scent (normal for handmade products)

- Shorter shelf life than mass-produced products (no synthetic preservatives)

- 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 Section 31 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

- 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 Section 8 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 discounts 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, please note that 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 into your account 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 with anyone. 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 our supplier has already shipped your order (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 your order confirmation, 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 out of stock after you place your order due to low stock or a customers previous selection, 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, or you can use the credit towards another product of your choice.

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 from our suppliers.

Do you include invoices or receipts in packages?

Generally, our suppliers do not include invoices or receipts in packages. However, while we request suppliers not include pricing information, 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. Please note that 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 to 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. 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 ensure you 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. Non supported countries may show our products as "not available" or the checkout is 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! To ensure a premium experience, we offer a "Priority Handling (All-Inclusive)" incentive for most global markets. When your order reaches the market-specific minimum threshold, you unlock Free Express Shipping and a Subsidy toward your Duties, Taxes, and Carrier Fees.

How do I find the minimum order value for my country? 

Thresholds are calculated dynamically based on your delivery location. You can view the current minimum to unlock Free Shipping and Tax Subsidies in your Cart Drawer or the Announcement Bar at the top of our store.

How do I apply these incentives? 

No code is required. Simply select the "Priority All-Inclusive (DDP)" option at checkout. If your order meets the threshold, the shipping cost will be zeroed out and the tax/fee reduction will be applied automatically.

What is the difference between "All-Inclusive (DDP)" and "Standard (DDU)"? We strongly recommend the All-Inclusive (DDP) option for all luxury purchases:

a) Priority All-Inclusive (DDP): This is a total-price guarantee. We pre-pay all government taxes and Carrier Brokerage Fees. Your order includes Full Transit Insurance and "Auto-Customs Clearing" for a fast, prepaid delivery with no surprise bills at your door.

b) Standard Shipping (DDU): This covers transportation only. You will be responsible for paying taxes and a "Carrier Disbursement Fee" directly to the courier upon arrival. DDU orders are not DDU (Delivered Duty Unpaid): 

NOTE: Some customer locations or carrier restrictions allow shipping only via DDU (Delivered Duty Unpaid), where customs duties, import taxes, and sales taxes are charged to the customer before delivery. The customer can choose DDU at checkout where this option is available. All customs duties, import taxes, and sales taxes can only be estimated with DDU at checkout providing calculation guidelines. 

What if I order multiple products?

When you order multiple products, they may ship from different supplier locations depending on where each item is stocked (Italy, Spain, Germany, Sweden, USA, or other locations). This means:

- Your order may arrive in multiple shipments on different days

- Each shipment will have its own tracking number and may use different carriers

- You will receive separate tracking notifications for each shipment

- Delivery times may vary between shipments based on the origin location

Important: When products ship from multiple locations, each shipment incurs separate carrier costs. This may result in higher overall shipping costs compared to a single shipment. The total shipping cost will be calculated and displayed at checkout based on the origin locations of your selected products.

All products are shipped via DDP (Delivered Duty Paid) where applicable, so customs duties and taxes are pre-paid for each shipment. If you need to return products from a multiple-product order, our standard return policy applies to each individual product. 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 supplier 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 the section "What if my order hasn't arrived?" for detailed steps on what to do.

Why did my order arrive in multiple shipments? 

To give you access to thousands of designer items, we ship directly from our trusted premium suppliers in Italy, Spain, Germany, Sweden, and the USA. If you order multiple products, they may ship from different locations. Each shipment will have its own tracking number, and all are protected by our transit insurance.

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 customer location and are subject to change without notice.

For faster and carrier-specific shipping options, or for orders that don't meet the free shipping thresholds, available choices and costs will be displayed at checkout.

Please note that any promotional offer is subject to change and may be modified or discontinued at any time without prior notice. Options are provided at checkout (if available) and cannot be requested. 

For complete details, see our Shipping Policy Section 10.

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.

Important delivery information requirements: 

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.

At delivery: 

We require a signature for goods delivered (where supported by the carrier). At the point of signature, responsibility for and title to your purchased goods passes to you. 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 optional delivery instructions, we bear no responsibility or liability whatsoever for any loss, theft, damage, or any other issue that may result. Use of these options is entirely at your own risk.

Wherever possible, we highly recommend signing for your shipment at delivery to ensure secure receipt.

Is my order insured during transit? 

Yes, we prioritize the security of your luxury purchase. However, the level of coverage depends on the shipping method you select:

- Priority All-Inclusive (DDP): Full transit insurance is always included for the total declared value of your order. No additional steps or payments are required for complete peace of mind.

- Standard Shipping (DDU): Basic carrier coverage is included. However, depending on your country and order value, full-value insurance may be offered as an optional add-on or included automatically at checkout. We strongly recommend ensuring your shipment is fully covered for luxury items.

How do I add insurance to my order? 

If full-value insurance is not already included in your selected shipping tier, the option to add protection will be clearly displayed during the checkout process.

Why is full insurance recommended? 

Standard carrier liability is often limited to a small fraction of a luxury item's value. Full transit insurance bridges this gap, protecting you against loss, theft, or damage for the entire replacement value of your purchase and typically allows for significantly faster claims processing.

What happens if I need to make a claim? 

In the rare 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 valid claim is approved, we will process your replacement or refund as per our policy.

How do customs duties and taxes affect my purchase?

Most products are shipped via DDP (Delivered Duty Paid), meaning customs duties, import taxes, and sales taxes are pre-paid and included in your checkout price. You are charged the correct all-inclusive landing price at checkout.

Are duties and taxes refundable? No. Because we subsidize a portion of your landing costs to provide a lower total price, all duties, taxes, and carrier fees paid at checkout are strictly non-refundable. These funds are paid immediately to government authorities and carriers to secure your delivery and cannot be recovered.

Important: Any pre-paid customs duties, import taxes, and sales taxes cannot be refunded as these fees have been collected by government customs authorities and cannot be recovered once paid.

Customs duties, import taxes, and sales taxes generally do not apply within the EU or for orders where our supplier ships to a customer within the same country.

Customs Review: 

Occasionally, customs may review the shipment and amend the landing price. We cannot accept responsibility for additional charges, delays, or confiscated items by customs.

Customs Documentation: 

All international shipments include customs documentation attached to the outside of the package as required by law. This documentation includes the declared value of the goods, which may be visible on the outside of the package. This is a legal requirement for international shipping and customs clearance. We cannot modify, remove, or conceal customs documentation.

Refused or Uncollected Shipments: 

If you do not accept a shipment at delivery, or fail to collect a shipment from the carrier depot, the shipment will be automatically returned to the supplier warehouse. Any additional carrier charges will be charged to you, including a handling fee of $25 USD. Any pre-paid customs duties, import taxes, and sales taxes cannot be refunded. The remaining refund due will be processed within 14 business days of the shipment arriving back at the supplier warehouse (and passing the suppliers inspection). 

U.S. Customers: 

Following changes to U.S. customs regulations effective August 29, 2025, all shipments to the United States are 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 11 and 12.

How long does shipping take?

Generally, our suppliers process orders within 24-48 hours of order confirmation. However, processing times may be extended during peak periods, holidays, sales events, or due to stock availability issues. Add the following indicative delivery times for most products:

Orders within the EU/UK: 

- Express: 1-3 business days

- Economy: 4-6 business days

Orders outside the EU: 

- Express: 3-6 business days

- 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. We aim to ship faster, but cannot guarantee this at all times. 

Important: 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 - Carrier strikes or service disruptions

Holiday and Peak Season Delays:

During peak shopping periods (Black Friday, Cyber Monday, Christmas, New Year, Chinese New Year, etc.), order processing and shipping times may be extended by 3-7 business days or longer. We strongly recommend placing orders well in advance of holidays or special occasions.

For complete details, see our Shipping Policy Sections 8.1, 8.2, 8.5, and 8.6.

Can I track my order?

Yes, once the nominated carrier collects your shipment from the supplier, 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.

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 from the supplier.

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 Section 9.7.

What if my order hasn't arrived?

If your order hasn't arrived within the expected delivery timeframe:

Step 1: Check your tracking information (sent via email/SMS or in your Account under "Order History")

Step 2: Check with your local carrier - they may have attempted delivery and left the package at a depot or with a neighbor

Step 3: Allow for delivery delays - shipments may be delayed due to customs, weather, carrier backlogs, or other circumstances beyond our control

Step 4: Contact us if significantly delayed - 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

Investigation Process: 

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. 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. 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:

Step 1: Check around your delivery location (porch, garage, mailroom, building reception, with a neighbor)

Step 2: Verify the delivery address on your order confirmation matches your actual address

Step 3: Check with household members or neighbors if anyone accepted the delivery

Step 4: Contact the carrier using your tracking number and request proof of delivery

Step 5: Contact us immediately - If you still cannot locate your package, contact us at support@allurecollectivestore.com within 48 hours of the delivery date shown on tracking

Investigation Process: 

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 Section 13.2.

6. RETURNS, REFUNDS & EXCHANGES

Do you accept returns?

Yes, we offer a 7-day return policy for our designer brand products, counting from the day the package is delivered (need to lodge a return request within 7-days of receiving the products). The type of return determines the refund amount and process.

We do not offer Exchanges!

As a boutique curator, we work on much smaller margins than global marketplaces. This allows us to keep our initial prices lower, but it means we cannot absorb non-recoverable costs (like government duties and bank fees) when an item is returned simply because of a change of mind.

What types of returns do you accept?

We accept two types of returns with different policies:

1. Our Error (Wrong/Damaged Products):

- Wrong product sent

- Product damaged during shipping

- Product defects discovered on arrival

2. Change of Mind Returns:

- Not satisfied with the product

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 - Wrong shade or color - Allergic reaction - Doesn't suit your skin - Changed your mind

Once purchased, all sales are final with absolutely 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. Research shades, colors, and product details carefully before purchasing. We recommend:

- Reading product reviews online - Checking brand websites for shade swatches - Watching product review videos - Consulting beauty forums

All sales are final once purchased.

See our Cosmetics and Beauty Products Policy Section 13 for complete details.

What if a cosmetic product arrives damaged or leaking?

Contact us within 48 hours at support@allurecollectivestore.com with:

- Order number 

- Clear photos of damage (product, packaging, shipping label)

- Detailed description

We may offer partial credit or replacement depending on:

- Insurance claim approval - Product availability - Severity of damage

However, we cannot guarantee refund or replacement even with damage. Resolution depends on carrier insurance approval. Cosmetics cannot be returned to us. Any resolution is at our sole discretion.

See our Cosmetics and Beauty Products Policy Section 6 for complete details.

RETURNS FOR OUR ERROR (Wrong/Damaged Products)

What if I receive the wrong product, a damaged product, or a product with defects on arrival?

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 the following information:

- Your order number

- Photos clearly showing the wrong product, damage, or defect

- A detailed description of the issue

You must report these issues within 7-days of receiving your shipment.

What you'll receive:

- A prepaid return shipping label at no cost to you

- Full refund including the product cost AND all pre-paid customs duties, import taxes, and sales taxes

- No return handling fee deducted

- OR you can choose a replacement product instead

We will handle all internal claims with the shipping carrier or supplier.

IMPORTANT EXCEPTION: Cosmetics, beauty products, skincare, makeup, fragrances, and handmade botanical products CANNOT be returned under any circumstances, even if wrong, damaged, or defective. 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)

Can I return a product if I'm not satisfied with it?

Yes, you can return products within 7-days from the day you receive the package if you're not satisfied with the product.

How to initiate a return:

To initiate a return, you must process it through "Returns" in your personal account (or if not visible, on the website return tab). If the returns portal is not available, we will provide specific instructions and a return carrier shipping label. The customer cannot choose their own carrier or postal service.

What you'll pay:

- You are charged for the return carrier shipping label

- A return handling fee of $15 USD

- Both are deducted from your refund

What's NOT refundable:

- Pre-paid customs duties, import taxes, and sales taxes (these have been collected by government customs authorities and cannot be recovered once paid)

- Original shipping costs

Your refund will include: Product cost only, minus the return shipping label cost and the $15 USD handling 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. All sales are final for these items due to health, safety, and hygiene regulations. See our Cosmetics and Beauty Products Policy.

RETURN REQUIREMENTS (All Returns)

Products must be returned within 7-days from the date you receive the package. All returned products must meet the following conditions:

- Products must be new, unused, and with all original shop tags attached

- 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, watches, and other products must be returned as delivered

- All products must be returned in the brand's original packaging and ideally in the original shipping box, sealed very well and fit for shipping

- Manufacturer descriptions, documentation, and any materials included in the product box or cover must be unharmed and returned in full condition

- Final Sale/Clearance items cannot be returned or exchanged

Important: Returns that do not meet the above requirements will be rejected and returned to the customer at the customer's expense. No refund will be issued for returns that arrive with missing tags, worn or used products, damaged packaging, missing product or manufacturer specific descriptions or inclusions, or do not meet our return conditions.

Returns after the 7-day window: If a return is required after the 7-day window, we may or may not accept this return at our sole discretion. Please contact us at support@allurecollectivestore.com to discuss your situation.

What are Last Pieces/Final Sale/Clearance items?

Products marked as Last Pieces/Final Sale/Clearance in our store are not refundable and cannot be returned under any circumstances. These items are sold as-is with no return options. Please review the product details carefully before purchasing Final Sale/Clearance items.

Do you offer exchanges?

No, we do not offer direct exchanges. If you wish to receive a different product, you must return the unwanted product for a refund within our 7-day return policy, and then place a new order for the product you prefer.

How long does a refund take?

Generally up to 14 days, depending on the payment method you used at checkout. Some credit card providers may take longer. We cannot accept responsibility for time delays by payment providers.

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 specific products you wish to return when initiating your return through the returns portal or when contacting us. Please refer to Section 6. Returns, Refunds, Exchanges,. 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

- Contact us at support@allurecollectivestore.com with your order number

If the delay is our fault, we'll extend your shipping deadline. You must contact us within 48 hours of initiating your return.

What if I can't ship my return within 7 days?

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 (3-5 days) at our discretion. Extensions are not guaranteed and cannot be granted for scheduling conflicts or non-emergency situations.

Important: This applies only to the shipping deadline (second 7 days). The return initiation deadline (first 7 days) cannot be extended.

7. CUSTOMER SUPPORT & POLICIES

How can I contact customer support?

Most customer questions can be answered by our friendly and efficient AI customer assistant, Adrian. If your question remains unresolved, please contact our customer service team at support@allurecollectivestore.com. We will respond within 4 to 12 hours during business hours, and other communication channels may be offered if necessary to speed up the process.

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 from our suppliers 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 the following information:

- Your order number (if applicable)

- A detailed description of your complaint

- Any supporting documentation If applicable)

- Your preferred resolution

We take all complaints seriously and will respond swiftly. 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 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

Please note that response times of 2 to 8 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 to our newsletter 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. Please note that all customer service inquiries and responses can only be provided in the English language. 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 [link].

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 suppliers and logistics partners to ensure all products are sourced, shipped, and delivered in accordance with applicable laws and regulations 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.