Refund policy

We take pride in the quality of every piece we deliver. If you receive a faulty or damaged item, our team will gladly assist with a resolution.

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Returns & Faulty Products

Faulty or Damaged Items
If you receive a faulty or damaged item, please contact our customer care team within a reasonable timeframe after receiving your order, along with clear photos of the issue so we can assist you promptly.

For approved faulty product claims, we can arrange either:
• A replacement item, or
• Store credit for your purchase

Eligibility for Returns
To be eligible for a return due to faulty or damaged items:
• Items must be reported within 14 days of delivery
• Clear photos of the defect or damage must be provided
• Items must not have been worn or washed

How to Initiate a Return
Contact our customer care team at allura.intimates@hotmail.com with:
• Your order number
• Clear photos of the defect or damage
• A brief description of the issue

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Non-Returnable Items

Due to hygiene reasons, the following items cannot be returned unless faulty:
• Intimate apparel
• Lingerie sets
• Items on sale or clearance

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Shipping Costs for Returns

For approved faulty item returns, we will cover the return shipping costs.

For other return reasons, the customer is responsible for return shipping costs.

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Store Credit

Store credit will be issued to your account and can be used for future purchases. Store credit does not expire.

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Processing Time

Once we receive your return and inspect the item, we will process your refund or store credit within 7-10 business days.

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Late or Missing Refunds

If you haven't received your refund or store credit within the stated timeframe:
1. Check your email (including spam/junk folder) for our response
2. Contact your bank or credit card company — it may take some time before your refund is officially posted
3. If you've done the above and still haven't received your refund, contact us at allura.intimates@hotmail.com

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Need Help?

If you have any questions about our Return and Refund Policy, please contact us at:

Email: allura.intimates@hotmail.com
Instagram: @allura.collective
https://www.instagram.com/allura.collective

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Last updated: June 2026