Refund policy
Return and Refund Policy
RETURNS AT A GLANCE
The Return Window: You have 14 days from the date of delivery to request your return. To ensure your return arrives with us in time, please request your return label within the first 7 days, and hand the parcel to the carrier within 2 business days of receiving your label.
Changed Your Mind? Returns for change of mind, sizing, or any other personal reason are welcome within the 14-day window, in unworn original condition. The fee and refund treatment are set out below.
No Exchanges: We do not offer exchanges of any kind. If you would like a different size, colour, or item, please return your original order for a refund and place a new order.
All Countries: A return shipping fee of $25 USD per item - or the equivalent amount in the currency you were charged in - applies and is deducted from your refund. The item price is refunded in full. Any import duties, taxes or carrier fees are not refundable, as these are paid to customs authorities, tax agencies and carriers and cannot be recovered by us.
If We Made an Error: For a faulty, damaged, or incorrect item, you receive a 100% refund — including any import duties, taxes or carrier fees - plus a free return label, in every country.
Reporting a Problem: If your item arrives damaged, incorrect, or with packaging missing, tell us within 14 days of delivery with photographs. If your parcel has not arrived at all, tell us within 14 days of dispatch.
Condition: Items must be returned unworn, unused, unsoiled, and unaltered, with all tags attached and all original designer packaging included. If anything was missing when your parcel arrived, tell us within 14 days of delivery.
Non-Returnable: Items listed as Last Piece, Final Sale, Clearance, Pre-Loved, Pre-Owned, or Imperfect are sold as final sale and cannot be returned, exchanged, or refunded. Hygiene goods (cosmetics, fragrances, intimate apparel) are non-returnable once opened. This does not affect your rights if an item is genuinely faulty in a way not described, or if we send the wrong item.
FOR FURTHER INFORMATION, PLEASE READ OUR RETURN AND REFUND POLICY
Reviewed 17 September 2026
Ultima NZ Limited | Trading as: AllureMen | Allure Collective Store
Full company and contact details appear at the end of this policy.
1. THE RETURN WINDOW & LOCAL REGULATIONS
Standard Deadline: You have 14 days from the date of delivery to initiate your return. Because returns travel internationally and must reach our warehouse within a fixed period, we ask that you request your return label within the first 7 days, and hand the parcel to the carrier within 2 business days of receiving your label. Returns that arrive at our warehouse outside the permitted period cannot be accepted. In that case the item will be returned to you at your cost, under the "Return to Sender" terms in section 5 below.
EU/UK Statutory Rights: If you are a resident of the European Union or the United Kingdom, you are entitled to a statutory 14-day cooling-off period for change-of-mind returns on distance purchases, beginning from the date of delivery, without needing to give a reason. This is separate from, and in addition to, your statutory rights regarding faulty, damaged, or misdescribed goods, which are addressed in the "Our Error" section below. To exercise your right of withdrawal, simply contact us at support@allurecollectivestore.com within the cooling-off period, and we will guide you through the return.
Jurisdiction: Our standard return window is set out above. Where your local consumer law provides longer or additional rights, those rights apply in full and are not affected by this policy. If you believe a longer window applies to you, please tell us when you contact us and we will confirm how your return will be handled.
2. RETURN SHIPPING FEE & REFUND TREATMENT
To keep our pricing competitive while covering international return logistics, returns for change of mind, sizing, or any other customer reason are handled as follows. We do not charge a restocking fee. The only charges that may apply beyond the return shipping fee below are those described in section 4 (returns sent to an incorrect address) and section 6 (refused or abandoned deliveries).
All Countries: A return shipping fee of $25 USD per item returned applies and is deducted from your refund. Where your order was charged in another currency, the equivalent amount in that currency is deducted, converted at the exchange rate applying on the day your refund is processed. The item price is refunded in full. However, any import duties, taxes or carrier fees - whether paid at checkout or paid directly on delivery - are not refundable. Once paid, these amounts are collected by customs authorities, tax agencies and carriers, and cannot be recovered by us.
Claiming Duties Back Yourself: Depending on your country, you may be able to claim import duties or taxes back directly from your local customs authority once you can show the goods have been returned and exported. This is a matter between you and that authority, and we are not able to make the claim on your behalf.
Partial Returns: If you return part of an order and the remaining order value falls below the threshold that qualified you for free or discounted shipping, the original shipping cost will be deducted from your refund.
3. "OUR ERROR" — FAULTY, DAMAGED, OR INCORRECT ITEMS
If we send you a faulty, damaged, or incorrect item, you are fully protected, in every country, with no exceptions:
Full Refund: You receive a 100% refund of the item price, including any import duties, taxes or carrier fees you paid.
Free Return Label: We provide a prepaid return label at no cost to you. You pay nothing to return the item. Labels are issued once your photographs have been reviewed, normally within two business days of your report.
Damaged or Incorrect Items: If your item arrives damaged, or is not what you ordered, contact us within 14 days of delivery with photographs clearly showing the item, its tag, and the damage or discrepancy. We will send you a prepaid return label and issue a full refund once the item is received back. If the outer carton is visibly damaged on arrival, please photograph it before opening where you can - this helps us pursue the carrier.
Manufacturing Faults: If an item has a manufacturing fault, please contact us as soon as you become aware of it. Your statutory rights in respect of faulty goods are not limited by the 14-day reporting window above.
Lost or Undelivered Parcels: If your tracking shows no movement or your parcel has not arrived, please contact us as soon as possible and no later than 14 days after dispatch. Carrier claims must be lodged within strict time limits, and a report made after this period may not be recoverable. Once a parcel is confirmed lost by the carrier, we will either reship your order at no cost to you or issue a full refund, at your choice.
Watches - Warranty: Watches carry a one-year warranty from the date of purchase, covering defects in materials and workmanship in the internal mechanism. The warranty does not cover water damage, misuse, accidental damage, or damage arising from improper handling or failure to follow the care instructions supplied. All warranty claims are subject to inspection.
This reflects your rights under applicable consumer protection laws, which we honour in full.
4. THE RETURN PROCESS
To Start a Return: Email support@allurecollectivestore.com with your order number and the item or items you wish to return. We will reply with your return label and return invoice, along with instructions.
How Returns Are Sent: All returns must be sent using the return label and return invoice we provide, following the same method as your original shipment. Independent or personal labels are not accepted, as the matching return method ensures your goods clear customs correctly and without additional charges.
Return Address: Returns must be sent to the exact address shown on the label we provide. Our stock is held across several partner warehouses, and a return delivered to any other address cannot be processed, may incur additional handling charges, and may not be refundable.
Risk in Transit: The returned item remains your responsibility until it is received at our warehouse. This is why all returns must be sent using the tracked carrier label we provide, and why we are not able to issue a refund for a return that is not received. Where you are exercising a statutory right of withdrawal under EU or UK law, risk passes to us once you have handed the parcel to the carrier and can show proof of despatch.
Protocol: Our Client Services team will guide you through each step. Once we issue your return label and invoice, please arrange a carrier pickup or drop the parcel at the nearest carrier point.
5. CONDITION & INSPECTION
Pristine Condition: Items must be returned unworn, unused, unsoiled, and unaltered.
Original Packaging: Our products are supplied with their original designer packaging and tags. Please return your item with everything that arrived with it - which may include the designer box, dust bag, hanger, or authenticity card - and with all tags still attached.
If Something Was Missing on Arrival: Designer packaging occasionally varies between brands and ateliers. If your order arrives without its designer box, dust bag, or other expected packaging, please tell us within 14 days of delivery and include a photograph of the item as you received it. We will record this against your order, and its absence will not affect any later return. We are not able to accept a return where missing packaging is reported for the first time at the point of return.
Tags: All original designer tags must remain attached to the item.
Opening the Package: You are welcome to open the delivery and try on items; however, removing product tags or soiling the item voids return eligibility.
Failed Inspections: If an item shows wear, odour, makeup, soil marks, missing tags, or is missing packaging that was supplied with it, the return is rejected. We will provide photographic evidence from the warehouse.
Return to Sender: If a return is rejected, you are responsible for the cost of having the item shipped back to you. We will contact you with the cost and arrange delivery on your instruction. If we do not receive your instructions and payment within 30 days of notifying you, the item may be disposed of and no refund will be issued.
6. CANCELLATIONS & REFUSED DELIVERIES
24-Hour Window: You may request a cancellation within 24 hours of order placement, provided the carrier has not collected the parcel.
Fees: Successful cancellations incur a 3% administrative fee, reflecting non-refundable bank and payment processing charges. This fee does not apply where you are exercising a statutory right of withdrawal under EU or UK law.
Refused Delivery: If a shipment is refused, uncollected, or abandoned at customs, your refund will be processed less the original shipping costs, the return carrier charges, any import duties, taxes or carrier fees incurred by the return, and a flat handling fee of $55 USD, or the equivalent amount in the currency you were charged in.
7. FINAL SALE & NON-RETURNABLE ITEMS
The following are sold as final sale and cannot be returned, exchanged, or refunded for change of mind, size, or fit:
- Items listed as Last Piece, Final Sale, Clearance, Pre-Loved, Pre-Owned, or Imperfect.
- Hygiene goods (cosmetics, fragrances, intimate apparel) once seals or packaging are opened.
The non-returnable status is shown on the product page before you add the item to your cart - both as a label on the product image and in the product description. Standard promotional and seasonal sale items remain fully eligible for return under our normal 14-day terms. This clause does not limit your rights if an item arrives with a genuine fault that was not described, or if we send the wrong item, in which case our "Our Error" protection applies in full. EU and UK customers retain any statutory withdrawal rights that cannot be waived; where those apply, refunds may be reduced for any loss of value if an item is returned worn or damaged.
8. FRAUD PREVENTION
Security Measures: All shipments are tracked, and returned items are inspected and photographed at our warehouse before any refund is issued. Counterfeit swaps and "wardrobing" (wear-and-return) will result in the return being refused, your account being closed, and the matter being referred to law enforcement and to your payment provider where appropriate.
9. REFUND TIMELINE, CURRENCY & EXCHANGE POLICY
No Direct Exchanges: Due to the fast-moving nature of our inventory, we do not offer direct exchanges. Please return your item for a refund and place a new order for the item you prefer.
Processing: Refunds are issued within 14 days of the returned item being received at our warehouse, subject to inspection, to the original payment method. Where a returned parcel incurs customs charges on re-entry, those charges must be cleared before the refund can be released; we will keep you informed if this affects your return.
Currency and Payment Processing: Refunds are issued in the original transaction currency. The amount you receive may differ slightly from the amount originally charged, due to exchange rate movements between your purchase and your refund - this is determined by your bank or card provider, not by us. In addition, some banks and payment processors do not return their original transaction or currency-conversion fees on a refund. Any such differences are outside our control and are not refundable by us.
Contact
Should you have any questions about our policies, please email us at support@allurecollectivestore.com
Ultima NZ Limited (Trading as: AllureMen | Allure Collective Store)
A company of the BRAVO GROUP
Company Number: 430267 | NZBN: 9429030340824 (New Zealand)
BUSINESS ADDRESS: BRAVO GROUP Head Office, 12 Beresford Square, Newton, Auckland 1010, New Zealand
REGISTERED ADDRESS: WALKER TOWNSEND LIMITED, Level 1, 1 Faraday Street, Parnell, Auckland 1052, New Zealand
Phone / WhatsApp: +64 22 853 4029
www.allurecollectivestore.com | support@allurecollectivestore.com