Shipping policy
SHIPPING & DELIVERY POLICY
Effective Date: updated 19 May 2026
INTRODUCTION
This Shipping Policy is part of and incorporated into the Terms and Conditions of Allure Collective Store (Ultima NZ Limited, Company Number 430267, NZBN 9429030340824), trading as ALLURE COLLECTIVE STORE and AllureMen.
This policy governs all shipping and delivery for products purchased from www.allurecollectivestore.com.
Registered Business Address:
12 Beresford Square, Newton, Auckland 1010, New Zealand
Email: support@allurecollectivestore.com
1. SHIPPING DESTINATIONS
1.1 Current Markets:
We ship internationally and our markets are gradually expanding globally.
1.2 Gradual Expansion:
We are gradually expanding to additional international markets. Products show as "not available" for markets we do not currently serve.
1.3 Unsupported Countries:
If you wish to purchase from a country not currently supported, email support@allurecollectivestore.com and we will make reasonable efforts to assist where possible.
1.4 Restrictions:
PO boxes and military addresses are not supported.
1.5 Freight Forwarders and Package Forwarding Services:
(a) Use at Your Own Risk: You may ship to freight forwarding services, package consolidation services, or mail forwarding addresses at your own risk.
(b) No Responsibility: We are not responsible for:
- Packages lost, stolen, or damaged after delivery to a freight forwarder
- Additional fees charged by freight forwarding services
- Customs issues arising from re-shipment by freight forwarders
- Delays caused by freight forwarding services
- Incorrect forwarding addresses provided by such services
(c) Delivery Confirmation: Once a package is delivered to a freight forwarding address and signed for, our shipping obligation is complete. Any subsequent shipping, customs clearance, or delivery issues are between you and the freight forwarding service.
(d) Returns: Returns from freight forwarding addresses may be subject to additional verification and may take longer to process.
(e) Fraud Prevention: Orders shipped to freight forwarding addresses may be subject to additional security validation and verification.
1.6 Product Shipping Restrictions:
(a) Restricted Items: Some products may have shipping restrictions based on destination country regulations, carrier policies, or product characteristics (e.g., lithium batteries, liquids, aerosols, perfumes, cosmetics).
(b) Availability at Checkout: If a product cannot be shipped to your location due to restrictions, it will show as "not available" at checkout or you will be notified before shipment.
(c) Carrier Refusal: If a carrier refuses to ship a product after your Order is placed due to restrictions we were not aware of, we will notify you immediately and offer a full refund.
(d) No Liability: We are not responsible for shipping delays, returns, or cancellations caused by carrier or customs restrictions on certain product types.
2. SHIPPING FROM MULTIPLE LOCATIONS
2.1 Multiple Supplier Locations:
When you order multiple products, they may ship from different supplier locations depending on where each item is stocked (Italy, Spain, Germany, Sweden, USA, China, or other locations).
2.2 Multiple Shipments - this means:
- Your Order may arrive in multiple separate shipments on different days
- Each shipment will have its own unique tracking number
- Each shipment may use different carriers
- You will receive separate tracking notifications for each shipment
- Delivery times may vary between shipments based on origin location and destination
2.3 Shipping Costs:
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.
2.4 Returns from Multiple Shipments:
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.
2.5 Out of Stock Items in Multi-Product Orders:
(a) Stock Verification: While we verify stock availability before accepting your Order, occasionally items may become unavailable after your Order is placed due to inventory updates across multiple supplier locations.
(b) Partial Shipment: If one or more items in your multi-product Order become unavailable, we will:
- Ship available items immediately
- Notify you via email about unavailable items
- Offer a full refund for unavailable items OR credit toward another product
(c) No Obligation to Wait: You are not obligated to wait for out-of-stock items to be restocked. You may request an immediate refund for unavailable items while keeping items that have shipped.
(d) Shipping Cost Adjustment: If unavailable items significantly affect your Order value and you no longer qualify for free shipping, we will not charge additional shipping fees for items already shipped.
2.6 Backorders and Pre-Orders:
(a) No Backorders: We do not accept backorders for out-of-stock items. All products listed on our Website are available for immediate shipment.
(b) No Pre-Orders: We do not accept pre-orders for upcoming products or collections.
(c) Out of Stock Products: If a product becomes out of stock after you place your Order, we will notify you immediately and offer a refund or credit as outlined in Section 2.5.
(d) Restock Notifications: We cannot guarantee if or when out-of-stock items will be restocked, as this depends on our suppliers' inventory availability.
3. SHIPPING METHODS AND OPTIONS
3.1 Available Options:
At checkout, you can choose from various shipping options depending on your location, including:
- Standard/Economy shipping
- Express shipping
- Carrier-specific options (where available)
3.2 Carrier Selection:
We reserve the right to change our logistics providers, shipping carriers, fulfillment partners, and delivery services at any time as needed to best fulfill customer Orders, optimize delivery times, reduce costs, or improve service quality.
3.3 No Carrier Guarantee:
We will select carriers that meet our quality and service standards, but we cannot guarantee the use of any specific carrier for your Order. Carrier selection may vary based on destination, product type, shipping speed selected, and other factors.
4. DELIVERY ADDRESS REQUIREMENTS
4.1 Accurate Information Required:
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.
4.2 Address Verification:
We use a dedicated physical address verification application to ensure correct delivery address data, which provides further protection against shipping errors and delays.
4.3 Our Responsibility:
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.
4.4 Customer Responsibility:
It is your responsibility to provide accurate delivery information. We recommend double-checking all details before completing your Order.
4.5 Temporary Addresses and Travel Destinations:
(a) Hotels and Vacation Rentals: If you're shipping to a hotel, vacation rental, or temporary address, please:
- Notify the property in advance of your expected delivery
- Provide your full name and contact information
- Include the property name and your reservation/room number in the address
- Confirm the property accepts packages for guests
(b) Our Responsibility: We are not responsible for packages refused, lost, or not accepted by hotels, vacation rentals, or temporary addresses.
(c) Delivery Confirmation: Once delivered to the address you provided, our shipping obligation is complete.
(d) Recommendation: We recommend shipping to your permanent address or a trusted friend/family member's address to avoid delivery issues at temporary locations.
4.6 Address Changes After Order Placement:
(a) Before Shipment: If you need to change your shipping address after placing your Order but before it ships, contact us immediately at support@allurecollectivestore.com. We will attempt to update the address if the Order has not yet been dispatched from the supplier warehouse.
(b) After Shipment: Once your Order has shipped, we cannot change the delivery address. You will need to:
- Contact the carrier directly using your tracking number to request address changes (subject to carrier policies and fees)
- Arrange package interception or redirection with the carrier (fees may apply)
(c) No Guarantee: We cannot guarantee address changes will be successful, even if requested before shipment, as Orders may be processed and shipped quickly.
(d) Incorrect Address: If a package is returned to sender due to an address change request or incorrect address, standard return-to-sender fees apply as outlined in Section 13.5.
5. DELIVERY REQUIREMENTS AND SIGNATURE
5.1 Signature Required:
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.
5.2 Optional Delivery Instructions:
In certain circumstances, our delivery partner may provide you with the following optional delivery instructions:
(a) Signature Release: Opting out of the requirement to provide a signature on delivery, allowing the carrier to leave the package without obtaining a signature
(b) Leave with Neighbor: Authorizing re-direction of the delivery to a neighbor's address if you are not available
5.3 Risk Acceptance:
You acknowledge and expressly agree that if you choose to use these optional delivery instructions, we shall bear no responsibility or liability whatsoever for any loss, theft, damage, or any other issue that may result from delivering your Order in accordance with your request and instructions. Use of these options is entirely at your own risk.
5.4 Recommendation:
Wherever possible, we highly recommend signing for your shipment at delivery to ensure secure receipt.
6. INSURANCE AND TITLE TRANSFER
6.1 Insurance During Transit:
We insure each purchase during the time it is in transit until it is delivered to your specified delivery address.
6.2 Title and Ownership:
We will hold title to and ownership of the goods until they are delivered to and accepted by you in accordance with these Terms and Conditions.
6.3 Transfer of Responsibility:
At the point of delivery and signature (or alternative delivery method you authorize), responsibility for and title to your purchased goods passes to you. Risk of loss and damage transfers to you upon delivery.
6.4 Carrier Insurance Coverage:
(a) Included Coverage: Every Priority All-Inclusive (DDP) shipment is fully insured for its complete declared value at no additional cost to you. Standard carrier coverage is provided for all other shipments.
(b) Coverage Limits: While basic carrier insurance typically has liability caps, our All-Inclusive service bridges this gap by covering the full replacement value of your order.
(c) What's Covered: Insurance covers loss or damage that occurs while the shipment is in the carrier's possession during transit.
(d) What's NOT Covered: Insurance does NOT cover damage or loss after delivery confirmation, packages stolen from your property after delivery, or loss due to incorrect address information provided by the customer.
6.5 Optional Additional Insurance:
(a) Why Additional Protection: Standard carrier liability is often limited to a small fraction of a luxury item’s value. Full transit insurance protects your investment against loss, theft, or damage for the entire replacement value.
(b) What Additional Protection Covers: Full value protection for luxury purchases and typically faster claims processing.
(c) When to Consider: We strongly recommend ensuring your shipment is fully covered for high-value designer items if not already included in your shipping tier.
(d) Availability: If full-value insurance is not already included in your selected shipping tier (such as DDP), the option to add protection will be clearly displayed during the checkout process (where available).
(e) Cost: If applicable, insurance costs are calculated and displayed during the checkout process based on your total order value.
(f) Optional Purchase: Additional insurance remains optional unless included by default in your chosen shipping method.
(g) Third-Party Provider: If purchased as an add-on, coverage is provided by a third-party insurance company and their specific terms and conditions apply.
6.6 Insurance Claims Process:
(a) Automatic Coverage: All shipments are automatically insured during transit at no additional cost to you through carrier insurance.
(b) Damage Claims: If your package arrives damaged:
- Do not discard packaging materials
- Take clear photos of the damage, packaging, shipping label, and product from multiple angles
- Contact us immediately at support@allurecollectivestore.com within 48 hours of delivery
- We will file the insurance claim with the carrier (and additional insurance provider if applicable) on your behalf
(c) Lost Shipment Claims: If your package is confirmed lost by the carrier, we will file the insurance claim and process a refund or replacement once the claim is approved.
(d) Customer Cooperation: Insurance claims require your cooperation in providing:
- Clear photos of damage or packaging
- Original packaging materials (for damage claims)
- Detailed description of the issue
- Any additional documentation requested by the carrier or insurance provider
- Timely responses to requests for information
(e) Claim Timeline:
- Carrier insurance claims: 14-30 business days
- Additional insurance claims: 7-21 business days (typically faster)
(f) Claim Approval: We will process refunds or replacements once the insurance claim is approved by the carrier or insurance provider. For high-value items (over $500 USD), we cannot process refunds before claim approval as we must wait for insurance reimbursement.
(g) Claim Denial: If an insurance claim is denied by the carrier or insurance provider (for example, due to insufficient evidence, customer fault, or exclusions in coverage), we cannot provide a refund or replacement beyond what the insurance covers. This is why we recommend additional insurance for high-value items.
7. GIFT DELIVERIES AND THIRD-PARTY RECIPIENTS
7.1 Delivery to Others:
If you have specified a recipient who is not you for delivery purposes (for example as a gift to another person), then you accept and agree that evidence of a signature by them (or at that delivery address) is conclusive evidence of delivery and fulfillment by us.
7.2 Transfer of Responsibility:
This constitutes transfer of responsibility and title in the same way as if you had received the delivery yourself. The goods become the recipient's responsibility from the time we deliver them to the address you provided.
7.3 Your Responsibility:
You remain responsible for payment and compliance with these Terms, even when products are delivered to a third party.
7.4 Invoices and Receipts:
(a) Email Confirmation: You will receive an invoice/receipt via email immediately after purchase showing your order details and payment confirmation.
(b) Physical Invoices in Parcels: Generally, our suppliers do not include physical invoices or receipts inside packages. This is standard drop shipping practice to maintain your privacy and our business operations.
(c) Pricing Information: While we request that suppliers not include any pricing information in packages, we cannot guarantee this in all cases as we do not control the packaging process at supplier warehouses.
(d) Gift Purchases: 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.
(e) Customs Documentation: All packages include external customs documentation (commercial invoice on the outside of the package) as required by international shipping regulations. This documentation is separate from any internal packing materials.
8. PROCESSING AND DELIVERY TIMES
8.1 Order Processing:
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. If your Order requires additional processing time, we will notify you via email.
8.2 Estimated Delivery Times:
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
8.3 Exact Delivery Times:
Exact delivery times are provided by the carrier you choose at checkout and are displayed before you complete your purchase.
8.4 Estimates Only:
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.
8.5 Delays Beyond Our Control:
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
8.6 Holiday and Peak Season Delays:
(a) Extended Processing Times: 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.
(b) Carrier Delays: Carriers experience significant volume increases during peak seasons, which may result in delivery delays beyond our control.
(c) Cutoff Dates: We will endevour to communicate holiday shipping cutoff dates on our Website to help ensure delivery by specific dates (where ever possible), but we cannot guarantee delivery by any specific date during peak seasons.
(d) Supplier Closures: Some of our international suppliers close for extended periods during holidays (e.g., Chinese New Year, European summer holidays). We will notify you if your Order is affected by supplier closures.
(e) Plan Ahead: We strongly recommend placing Orders well in advance of holidays or special occasions to allow for potential delays.
9. ORDER TRACKING
9.1 Tracking Provided:
Once the nominated carrier collects your shipment from the supplier, a tracking number will be issued.
9.2 Tracking Notifications:
You will receive the tracking information via email or SMS, either directly from the carrier or from us.
9.3 Account Tracking:
If you have a personal Account with us, you can also check your shipping status under "Order History."
9.4 Carrier Updates:
Carriers generally send email updates on the transit location and delivery status of your shipment, even if you don't have an Account.
9.5 Delivery Attempts:
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. Please refer to Section 5 for information about optional delivery instructions and associated risks.
9.6 Our Responsibility:
We cannot accept responsibility for lost or stolen shipments at the customer's receiving end after successful delivery confirmation by the carrier.
9.7 Tracking Information Delays:
(a) Tracking Activation: After your Order ships, it may take 24-72 hours for tracking information to appear in the carrier's system and begin updating.
(b) Initial Status: 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.
(c) Infrequent Updates: International shipments may have infrequent tracking updates, especially during customs clearance or while in transit between countries.
(d) No Updates: 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.
10. SHIPPING COSTS AND FREE SHIPPING
10.1 Calculation of Costs:
Shipping costs for orders not meeting promotional thresholds are calculated dynamically at checkout based on delivery location, product origin, and weight.
10.2 Global Shipping Incentives:
We offer Free Express Shipping and Duty & Tax Subsidies for qualifying orders in most global markets.
10.3 Dynamic Thresholds:
Order minimums required to unlock these incentives vary by destination and are calculated dynamically. Current thresholds are displayed in our announcement bar and Cart Drawer.
10.4 The All-Inclusive Subsidy:
For qualifying orders, selecting the "Priority All-Inclusive (DDP)" option at checkout automatically applies a promotional subsidy toward your landed costs (Duties, Taxes, and Carrier Fees).
10.5 Promotional Offer:
Please note that these promotional incentives are subject to change and may be modified or discontinued at any time without prior notice.
11. CUSTOMS DUTIES AND TAXES
11.1 Priority All-Inclusive (DDP):
This is our recommended "White-Glove" service. You are charged a total-guaranteed price at checkout which includes all customs duties, import taxes, and Carrier Brokerage Fees.
11.2 Priority All-Inclusive (DDP) Refunds:
If you selected the Priority All-Inclusive (DDP) service at checkout, the duties and taxes paid are eligible for refund in the event of a valid return. These refunds are strictly subject to our standard 10% Restocking Fee and the Return Label Fee as clearly outlined in our Return and Refund Policy.
11.3 Internal Regional Shipping:
Customs duties and import taxes generally do not apply to orders shipped within the European Union (EU) or where the origin and destination countries are the same. Standard local VAT applies.
11.4 Pricing Adjustments:
While we strive for total-price accuracy, customs authorities may occasionally review a shipment and amend the final landing price. We cannot accept responsibility for additional charges or delays caused by customs reviews.
11.5 DDU (Delivered Duty Unpaid) & Fallback:
If you voluntarily select a DDU option or if DDP is unavailable, you are responsible for paying all fees directly to the carrier. Note: Carriers often charge an additional "Administrative/Disbursement Fee" to handle tax payments at the door. These fees are not covered by our subsidy and are the responsibility of the customer.
11.6 Selection of DDU over DDP:
Where both DDP (Duties Paid) and DDU (Duties Unpaid) shipping options are available at checkout, if you voluntarily select the DDU option (often displayed as a lower shipping cost), you expressly acknowledge and agree that:
(a) You are opting out of our pre-paid duty service;
(b) You assume full liability for all import duties, taxes, and brokerage fees charged by your local customs authority; and
(c) The lower price paid at checkout covers transportation costs only, not the landed cost of the goods.
11.7 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. We cannot take any responsibility for a lost carrier notice to collect a shipment from the carrier depot, or where the customer failed to follow the carrier's delivery instructions or options. Any additional carrier charges will be charged to you, including a handling fee of $35 USD. Refunds for pre-paid customs duties and taxes on refused shipments will be processed strictly in accordance with our Return and Refund Policy, minus all applicable administrative and return freight costs. The remaining refund due will be processed within 14 business days of the shipment arriving back at the supplier warehouse.
11.8 Customs Documentation and Declared Values:
(a) External Documentation Required: All international shipments include customs documentation attached to the outside of the package as required by international shipping regulations and customs authorities. This documentation is separate from any internal packing materials.
(b) Information on External Customs Forms: The external customs documentation includes:
- Product description
- Harmonized System (HS) code
- Declared value of the goods
- Country of origin
- Quantity and weight
- Sender and recipient information
(c) Declared Value Visibility: The declared value shown on external customs documentation represents the actual value of the goods for customs purposes and may be visible on the outside of the package. This is a legal requirement for international shipping and customs clearance. Please note: While our suppliers generally do not include invoices or receipts inside packages (as stated in Section 7.4), customs documentation with declared values is always required on the outside of international shipments by law. This is particularly important to consider for gift purchases.
(d) Accurate Declarations: We declare accurate values on all customs documentation in compliance with international trade laws and regulations. Under-declaring values is illegal and can result in customs seizure, fines, and criminal penalties.
(e) Privacy Considerations: If you have privacy concerns about declared values being visible on external customs documentation, we recommend:
- Having products shipped to a secure location where you can receive packages directly
- Using a package receiving service
- Considering domestic shipping options where available (no customs documentation required)
(f) No Control Over Customs Forms: We cannot modify, remove, or conceal customs documentation as this is required by law for international shipments.
11.9 Customer Identity Verification (KYC):
Certain jurisdictions (including but not limited to India and selected and Middle Eastern markets) require the recipient to provide identity documentation (KYC) to customs authorities or carriers to facilitate clearance. You acknowledge that providing this documentation is your sole responsibility. Allure Collective Store is not liable for delays, storage fees, or returns resulting from a customer's failure to provide required documentation to the carrier or customs.
12. U.S. CUSTOMS REGULATIONS (EFFECTIVE AUGUST 29, 2025)
12.1 Regulatory Changes:
Following changes to U.S. customs regulations effective August 29, 2025, the de minimis exception (previously allowing duty-free entry for shipments under $800 USD) has been eliminated for certain product categories. All shipments to the United States may now be subject to customs duties and processing fees, regardless of order value.
12.2 DDP Service for U.S. Orders:
To provide you with a seamless shopping experience, Allure Collective Store offers Delivered Duty Paid (DDP) service for all U.S. Orders. All applicable customs duties, taxes, and processing fees are calculated and collected at checkout, so you won't face any unexpected charges upon delivery.
12.3 Fees Applicable to U.S. Orders:
When you place an Order for delivery to the United States, the following charges will be calculated and included in your total at checkout:
- U.S. Customs Duties (based on HS code and country of origin, typically 0-25%+)
- U.S. Import Taxes
- Customs Processing Fees (carrier administrative fees)
- Merchandise Processing Fee (MPF) (assessed by U.S. Customs and Border Protection)
12.4 Fee Variations:
Shipping carrier charges and customs processing fees are subject to change without prior notice and are beyond our control. While we make every reasonable effort to provide accurate estimates at checkout, actual fees may vary based on changes to carrier fees, customs regulations, tariff rates, product classifications, or currency exchange rates.
12.5 State Sales and Use Tax:
Depending on your state of residence, additional state or local sales taxes may apply. Some states require customers to file use tax returns for purchases where sales tax was not collected. Please consult your local tax authority for specific requirements.
12.6 Accurate Product Information:
All our products include Harmonized System (HS) codes, country of origin information, and detailed product descriptions for accurate customs declarations.
12.7 Duty Drawback:
By initiating a return of any product shipped to the United States, you agree to disclaim and assign exclusively to Allure Collective Store (Ultima NZ Limited) any right to or interest in duty drawback you may have with respect to the returned item.
13. DELIVERY ISSUES
13.1 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. We will keep you updated throughout the investigation process, but 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.
13.2 Tracking Shows Delivered But Not Received:
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. Please note that we cannot accept responsibility for packages that show as delivered by the carrier, but we will assist in the investigation process to the best of our abilities. 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. Resolution depends on the carrier's findings and may take longer in complex cases.
13.3 Only Some Products Arrived:
If you've ordered multiple products and only some have arrived:
- Check all tracking information provided - products may ship from different locations and arrive on different days
- Each shipment has its own tracking number
- Refer to Section 13.1 if products haven't arrived within expected timeframes
13.4 Investigation Timelines and Customer Cooperation:
(a) Carrier Investigations: When we initiate an investigation with a carrier regarding lost, damaged, or missing shipments, the investigation process is controlled by the carrier and typically takes 7-30 business days depending on the nature of the claim and carrier procedures.
(b) Customer Cooperation Required: Successful resolution of shipping issues requires your cooperation, including:
- Providing accurate and complete information
- Responding promptly to requests for additional information or documentation
- Checking thoroughly with neighbors, household members, and building management
- Providing photos of damage or defects
- Allowing reasonable time for carrier investigations to complete
(c) Our Role: We act as an intermediary between you and the carrier during investigations. We cannot control carrier investigation timelines or outcomes, but we will advocate on your behalf and keep you informed of progress.
(d) Resolution Timing: We will process refunds or replacements once:
- The carrier investigation is complete
- The carrier provides their findings and determination
- We receive confirmation from the carrier regarding the claim outcome
This process may take 14-45 business days from the date you first report the issue, depending on the complexity of the case and carrier response times.
(e) Patience Appreciated: We appreciate your patience and understanding during shipping issue investigations. We are committed to resolving issues fairly and in accordance with carrier policies and our Return and Refund Policy.
13.5 Undeliverable Packages and Return to Sender:
(a) Reasons for Return: Packages may be returned to the supplier warehouse as undeliverable for reasons including:
- Incorrect or incomplete address provided by customer
- Customer refused delivery
- Customer failed to collect from carrier depot
- Multiple failed delivery attempts
- Customs refusal or rejection
- Carrier unable to deliver to location
(b) Notification: We will notify you if your package is being returned to sender.
(c) Refund Process: Once the package arrives back at the supplier warehouse, we will process a refund strictly minus:
- Original shipping costs (non-refundable)
- Return shipping costs charged by the carrier
- Any unpaid import fees, duties, or customs penalties incurred by the return (for refused DDU packages)
- Handling fee of $35 USD
- Any pre-paid customs duties, import taxes, and sales taxes (Subject to the deduction of all return freight costs and administrative fees, as outlined in the Return and Refund Policy).
(d) Processing Time: Refunds for returned packages will be processed within 14 business days of the package arriving back at the supplier warehouse.
(e) Customer Responsibility: You are responsible for providing accurate delivery information and being available to receive shipments or collect from carrier depots.
14. PRICING ERRORS AND ORDER CANCELLATION
14.1 Pricing Errors:
Whilst every effort is made to ensure details on our Website are accurate, there may from time to time be cases where errors occur in pricing, product descriptions, or availability.
14.2 Error Discovery:
If we discover an error in the price of any products that you have ordered, we will inform you via email as soon as reasonably possible and provide you with the option to re-confirm your Order at the correct price or cancel it without penalty.
14.3 Right to Decline:
In the event of such an error, we reserve the right to decline to sell the product to you at the original incorrect listed price, even if you have completed the checkout process and payment has been processed.
14.4 Unable to Contact:
If we are unable to contact you using the contact information provided, or if you do not respond within a reasonable time, your Order will be treated as cancelled.
14.5 Refund:
If you cancel or we cancel due to a pricing error and you have already paid for the goods, we shall refund the full amount to your original payment method as soon as reasonably possible.
15. LIMITATIONS OF LIABILITY
15.1 Carrier Responsibility:
We cannot accept responsibility for loss or damage of any shipment at the delivery location where a shipment has not been collected and signed directly by the purchaser or authorized recipient.
15.2 Transit Insurance and Claims:
Any loss or damage incurred in transit while the shipment is in the carrier's possession is insured by the carriers. We will take care of any valid claims as part of our Return and Refund Policy. However, carrier claim investigations require cooperation from both the customer and the carrier, and may take 14-30 business days or longer to resolve depending on the complexity of the claim and carrier response times. We appreciate your patience and cooperation during this process.
15.3 Customs Issues:
We cannot accept responsibility for additional charges, delays, confiscation, seizure, or destruction of items by customs or border protection authorities.
15.4 Carrier Notices:
We cannot take any responsibility for a lost carrier notice to collect a shipment from the carrier depot, or where the customer failed to follow the carrier's delivery instructions, options, or requirements.
15.5 Incorrect Information:
We cannot accept responsibility for incorrect, incomplete, inaccurate, or outdated delivery details provided by the customer, or for any shipment lost, delayed, returned, or undeliverable due to incorrect information.
15.6 Delivered Packages:
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.
15.7 Delivery Timeframes:
We cannot be held liable for any losses, damages, inconvenience, or consequences as a result of delivery occurring outside of our expected time frame. You are not released from your obligations as a customer should your Order be delivered in a time frame other than our expected delivery time.
16. SECURITY VALIDATION AND FRAUD PREVENTION
16.1 Security Checks:
If your Account or Order needs to undergo security validation, verification, or fraud prevention checks, this will impact the processing and delivery time.
16.2 Processing Delays:
Security validation may add several business days to processing time.
16.3 Our Protection:
We are not responsible for any delays caused by security validation procedures, which are implemented to protect both our business and our customers.
16.4 Order Cancellation:
We reserve the right to cancel, delay, refuse to ship, or recall from the shipper any Order if fraud is suspected.
17. CONSUMER RIGHTS
17.1 New Zealand:
Nothing in this Shipping Policy excludes, restricts, or modifies your rights under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or other applicable consumer protection laws.
17.2 International:
Customers in Australia, USA, Canada, EU, UK, and other countries may have additional consumer rights under their local laws. Nothing in this policy is intended to limit such rights where they cannot be limited by agreement.
18. CONTACT INFORMATION
For all shipping-related inquiries, questions, or issues, please contact:
Email: support@allurecollectivestore.com
Subject: "Shipping Inquiry - Order #[Your Order Number]"
19. POLICY UPDATES
19.1 We may modify this Shipping Policy at any time without prior notice.
19.2 Changes will be effective immediately upon posting with an updated "Effective Date."
19.3 The Shipping Policy in effect at the time of your purchase governs that purchase.
20. INTEGRATION WITH TERMS AND CONDITIONS
This Shipping Policy should be read in conjunction with our complete Terms and Conditions and Return and Refund Policy. In the event of any conflict, the Terms and Conditions shall prevail.
Ultima NZ Limited | Trading as: ALLURE COLLECTIVE STORE / AllureMen
Company Number: 430267 | NZBN: 9429030340824
12 Beresford Square, Newton, Auckland 1010, New Zealand
www.allurecollectivestore.com
support@allurecollectivestore.com
