Refund policy
RETURNS AT A GLANCE
The 14-Day Window: You have 14 days from the date of delivery to request and ship your return. Please request your return label within the first 7 days, and hand the item to the carrier within the remaining 7 days.
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 depends on your region, as 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.
United States: A return shipping fee of $25 USD per item applies. Any import duties, taxes or carrier fees you paid at checkout are refunded together with the item price.
All Other Countries: No return shipping fee applies. 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 Damage: Transit damage must be reported within 48 hours of delivery to secure insurance coverage.
Condition: Items must be returned unworn, unused, unsoiled, and unaltered, inside all original designer packaging with all tags attached.
Non-Returnable: Items listed as Last Piece, Final Sale, Clearance, Pre-Loved, 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 27 May 2026
Ultima NZ Limited | Trading as: ALLURE COLLECTIVE STORE / AllureMen | Company Number: 430267 | NZBN: 9429030340824 12 Beresford Square, Newton, Auckland 1010, New Zealand support@allurecollectivestore.com | www.allurecollectivestore.com
THE RETURN WINDOW & LOCAL REGULATIONS
Standard Deadline: You have a total of 14 days from the date of delivery to initiate and ship your return. To ensure a smooth process, please request your return label within the first 7 days, and hand the item to the carrier within the remaining 7 days.
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: If your local laws require a longer window, please note this in the "Message/Notes" field when filing. Otherwise, our 14-day standard is the binding agreement.
2. RETURN SHIPPING FEE & REFUND TREATMENT BY REGION
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. There is no restocking fee.
United States: A return shipping fee of $25 USD per item returned applies and is deducted from your refund. The item price is refunded in full, together with any import duties, taxes or carrier fees you paid at checkout.
All Other Countries: No return shipping fee applies. 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.
One Simple Rule: We do not distinguish between reasons for a customer-initiated return (such as change of mind, fit, or no longer wanted). The regional treatment above applies to all such returns equally.
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.
Transit Damage: Must be reported within 48 hours of delivery, with photos of the package and item, to secure insurance coverage.
This reflects your rights under applicable consumer protection laws, which we honour in full.
4. THE RETURN PROCESS
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.
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: Items must be returned inside their original designer packaging (including designer boxes, dust bags, hangers, and authenticity cards).
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, odor, makeup, soil marks, or missing tags/packaging, the return is rejected. We will provide photographic evidence from the warehouse.
Return to Sender: The client is responsible for shipping costs to have a rejected item returned to them.
6. CANCELLATIONS & REFUSED DELIVERIES
48-Hour Window: You may request a cancellation within 48 hours of order placement, provided the carrier has not collected the parcel.
Fees: Successful cancellations incur a 3% administrative fee (non-refundable bank charges).
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 $50 USD handling fee.
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, or Imperfect.
- Hygiene goods (cosmetics, fragrances, intimate apparel) once seals or packaging are opened.
The non-returnable status is shown on the product page and at checkout before you pay. 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: We record serial numbers and shipment weights for all orders. Counterfeit swaps or "wardrobing" (wear-and-return) will be prosecuted to the full extent of the law.
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 processed within 14 days of passing warehouse inspection, to the original payment method.
Currency and Payment Processing: Refunds are issued in the original transaction currency (USD). If you paid in another 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.
Mandatory Protocol: You must use only the labels provided by our team. Returns sent via independent carriers or personal labels will be refused.
