Shipping policy

Delivery 

Most orders are processed within 24 hours. All orders placed before 1 pm NZT Mon-Fri will be dispatched the same day. Any orders placed after 1 pm NZT will be dispatched the following working day. Your order will usually arrive within [3-5] days. As soon as we have handed over your order to our carrier, you will receive a shipping confirmation by e-mail. 

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in the shipment of your order, we will contact you via email. We do not ship on, Sundays or Local/Public Holidays.

Risk of Loss

All items purchased are made pursuant to a shipment contract with our carrier. This means that the risk of loss and title for such items is passed to you upon our delivery of your order to our carrier. If you do not receive your order within 20 working days from the date of dispatch, please contact us. We would request that you contact us soon as possible and within 45 days of placing your order. If you contact us outside of this time frame, we are unable to track your order or provide any reimbursement.  

My delivery is damaged, what can I do?

If you have received a defective item, please email us within 48 hours of delivery and attach pictures of the damaged item so that the damage can be checked. Please do not dispose of the item until you have heard back from us. No complaint can be considered unless clear proof can be given that the product(s) are faulty or damaged.

Cancellations

We endeavor to provide the best Customer Service possible and to dispatch your order within 24 hours of it being placed. Once your item has been dispatched, you will receive an email to the e-mail address you placed your order with. However, this also means that if your order has already been dispatched, we are unable to amend or cancel the order.

If you have placed an order in error or made a mistake on an order, you need to contact our Customer Services team as soon as possible via the webchat within one hour of the order being placed to let us know to amend or cancel the order before it is dispatched. 

If your order has already been dispatched, we are unable to amend or cancel the order until you have returned the order to us. 

You can check the status of your order in your account by viewing your most current order. 

Returns

Before you request or arrange the return of product(s), please read the below information carefully. You may Return any Delivered product(s) you have purchased within 14  working days of delivery, for an online store credit or size exchange only. To do so you must notify us in writing via email or post within 7 working days of delivery. If you are returning a product(s) for any reason, except damage or manufacturer defect, you must pay the costs of returning the product(s) to us. 

We will not accept Returns or Cancellations if the product(s) have been damaged, altered or by altering or customising the product(s) in any way that could be deemed as you are using or treating the product(s) as your own. While in your possession, you must keep any product(s) you intend to Return to us in good condition. Product(s) must be Returned in the same condition as they were delivered. Care must be taken to ensure the Return product(s) are packed well to avoid damage or loss of parts in transit. Product(s) Returned which cannot be re-sold as new due to damage or wear and tear or missing component parts may be subject to a reduction in the Refund given.

Our standard returns policy for item(s) bought is 14  days and to qualify for a full refund the item must be:

• unused, 
• in its original packaging,
• in a resellable condition,
• complete and contain all parts as  purchased,
• accompanied by a valid proof of purchase, and
• returned to us within 14 days of purchase.

Allu’re will try to ensure that products are completed and delivered within the estimated lead time advised at the time of purchase. However, delays do occasionally arise due to production or shipping issues, out of our control. If a delay occurs, Allu’re will communicate to you, the customer as soon as the new estimated delivery date is confirmed, however, this does not mean you have the right to cancel such an order if it is beyond the estimated time frame.

Refunds

Refunds will be processed within 14 days after receiving the item. Where exchange rates of currency are involved, the Refund will be made in NZD at the current exchange rate, if applicable. Allu’re does not accept responsibility for any loss or gain caused by changes in the exchange rate between the time of Ordering and the time of issuing the Refund.

Late or missing refunds

If you haven’t received a refund within 14 days of us notifying you about your refund being issued, please, check your bank account again and contact your bank or credit card company. If you’ve done all of this and you still have not received your refund yet, please contact us.

Address Changes

We are unable to change or update a shipping address once an order has been shipped. Please be sure to check your shipping details prior to submitting your order and to send us an email before your order is shipped if you need to change your address. 

Delays

We will use all reasonable endeavors to ensure these above-mentioned times are met. However, we cannot guarantee or be held responsible for despatched parcels delayed by third parties, for example, due to poor weather conditions.

Orders Returned to Us

If your order is returned to us due to several failed delivery attempts, non-collection, or an insufficient/incorrect address, we cannot refund any shipping costs.