FAQs
Shipping & Delivery
Where do you ship, and how long does it take?
We are proud to offer worldwide shipping. All orders are processed and shipped from our warehouse within 1-2 business days.
* US Standard delivery typically takes 5-7 business days.
* International: Delivery typically takes 7-15 business days. Please note that delivery times may vary depending on the destination country’s customs processing. You will receive a confirmation email with a tracking number once your order ships, allowing you to monitor its journey to you.
How much is shipping?
We offer several shipping options:
* Shipping is FREE
Is my package discreet?
Absolutely. Your privacy is our utmost priority. All products are shipped in a plain, unmarked box. The outer packaging will not have any branding or information that indicates its contents. The shipping label will list the sender as Allur to ensure complete discretion, with smaller print to comply with shipping and customs regulations.
Will I have to pay import duties or taxes?
For countries outside the EU and U.S., additional import duties, taxes, or fees may be applied by your local customs authorities upon arrival. These charges are the customer’s responsibility and are not included in the product or shipping price.
How can I track my order?
Once your order has been shipped, you will receive an email confirmation containing your estimated delivery date, and if time has passed the eta pls contact us to check your product status.
Returns & Exchanges
Do you accept returns or exchanges?
To ensure health and safety, we cannot accept returns or exchanges on any opened or used intimate products for non-warranty reasons. For unopened, unused items in their original packaging with tags attached, we offer a full refund or exchange within 14 days of delivery. Return shipping costs are the responsibility of the customer.
Under what circumstances can I return or exchange an item?
* Change of Mind: For unused items as described above.
* Faulty Product: If you receive a product with a manufacturing defect, please see our “Warranty” section below.
* Wrong Item Received: If you received an incorrect or incomplete item, please contact us at [Your Customer Service Email] within 48 hours of delivery with supporting photos or video. We will arrange a free replacement and cover all shipping costs.
What is the return process?
Please contact our customer service team at customerservice@theallur.com with your order number and reason for return. We will guide you through the process.
How will I receive my refund?
Once we receive and inspect the returned item, we will process your refund within 5-10 business days back to your original method of payment. Please note that original shipping fees are non-refundable (unless the return is due to our error).
Are there any non-returnable items?
For hygiene and safety reasons, items such as apparel, and certain promotional or sale items are final sale and cannot be returned or exchanged. Please check the product description for details at the time of purchase.
Warranty & Quality Guarantee
Is there a warranty on the products?
Yes! We stand behind the quality of our products. All Allur products come with a limited 1-Year Manufacturer’s Warranty from the date of purchase. This warranty covers defects in materials and workmanship under normal use.
What is the warranty process?
If you suspect a product is faulty:
(1) Contact Support: Reach out to us via customerservice@theallur.com
(2) Troubleshooting: Our support specialists may guide you through simple troubleshooting steps.
(3) Provide Information: If the issue persists, you will be asked to provide your proof of purchase (order number) and the product’s serial number (if applicable), along with a short video demonstrating the issue.
(4) Review & Resolution: Once approved, we will arrange for a replacement product.
What is not covered under the warranty?
The warranty does not cover damage resulting from:
– Accident, misuse, or abuse.
– Unauthorized modifications or repairs.
– Normal wear and tear.
– Cosmetic damage that does not affect functionality.
– Consumable parts like lubricants.
What if my product has an issue outside the warranty period?
Even if your standard warranty has expired, we’re here to help. Please contact our support team; we may be able to offer a paid repair service or a discounted upgrade to a new product.
