Refund policy

Last updated: October 2026

Each Allura piece is made in a very small limited run, so we have written this policy to be fair to you and kind to our tiny collections. Before you order, please take a moment with our Size Guide, and if you are unsure between sizes, email us. We would much rather help you choose than have you send a piece back.

Exchanges and store credit

If your piece isn't quite right, you can request an exchange for another size or piece, or store credit, within 14 days of delivery.

To be eligible, your piece must be:

unworn (tried on indoors only), unwashed and unaltered;
free from make-up, deodorant, perfume, body lotion and pet hair;
returned with the Allura tag still attached; and
in its original packaging, including the garment bag and box.

Please try your piece on over underwear, and don't remove the Allura tag until you are sure you are keeping it.

How it works

Email andreea@alluracouturehouse.com within 14 days of delivery with your order number and whether you would like an exchange (and which size or piece) or store credit.
We will reply with the return address and instructions. Please don't send anything back before hearing from us.
Return postage for exchanges and store credit is paid by you. We recommend a tracked service, as we can't be responsible for parcels lost on the way back to us. For returns from outside the UAE, please mark the parcel as a return so that it isn't charged import fees. Any fees charged to us on arrival may be deducted from your credit.
Once your piece arrives and has been checked, we will send your exchange (delivery of an exchange within the UAE is complimentary) or issue your store credit by email.
Because each size is made in very small numbers, we can't always guarantee the size you would like. If it is no longer available, we will offer you another piece or store credit.
Store credit is valid indefinitely and can be used on any current or future Allura collection.

Pieces bought at a reduced price can be exchanged for another size of the same piece (subject to availability) or for store credit.

Faulty, damaged or incorrect items

Every piece is checked by hand before it leaves our studio, but if something isn't right, we will always put it right, free of charge.

If your piece arrives damaged, or we have sent the wrong item or size, please email us with your order number and photos. Telling us within 48 hours of delivery helps us claim from the courier, but it doesn't affect your rights.
If you notice a fault later, please let us know as soon as you can after you discover it.
We cover delivery both ways. We will arrange collection at no cost to you. If we can't arrange a collection where you are, we will send you a prepaid return label or reimburse the cost of a tracked return service. Sending you a repaired or replacement piece is also free.
You can choose a repair, a replacement (where available) or a full refund, in line with the consumer law that applies to you. A refund includes the original delivery charge you paid.
Faults caused by normal wear and tear, accidental damage, alterations or not following the care instructions are not covered.

Your legal rights for faulty items depend on where you live. For example, in the UAE you can claim a refund for a defect discovered within 30 days of it appearing. In the European Union, goods must conform to the contract for at least two years from delivery. In the UK, you have 30 days to reject a faulty item for a full refund and further rights after that. Nothing in this policy limits these rights.

Your legal right to cancel (where it applies)

Some countries give shoppers a legal right to cancel an online purchase for a refund, even if nothing is wrong with it. Where that applies to you, we will of course honour it.

Customers in the European Union and the United Kingdom

You may cancel your order within 14 days of the day you (or someone you nominate) receive your piece, without giving a reason.
To cancel, use the "Withdraw from contract here" form, or send us a clear statement by email to andreea@alluracouturehouse.com. You may use the model form below, but you don't have to. We will acknowledge your cancellation by email without delay.
Please send the piece back within 14 days of telling us you are cancelling. We will reply with the return address. You pay the cost of returning the piece.
We will refund the price of the piece and the standard delivery charge you paid, using your original payment method, within 14 days of receiving the piece back (or proof that you have sent it, if earlier). If you chose a more expensive delivery option than our standard one, we will refund the standard amount only.
You may handle the piece as you would in a shop to check its size and fit. If it has been handled beyond that (for example worn outside, washed, marked, or the Allura tag removed) and its value has been reduced as a result, we may deduct an amount to reflect that.

Model cancellation form (complete and return this form only if you wish to cancel the contract):
To: Allura Couture House, Dubai, United Arab Emirates, andreea@alluracouturehouse.com
I hereby give notice that I cancel my contract of sale of the following goods: [item]
Ordered on [date] / received on [date]
Order number: [number]
Name: [your name]
Address: [your address]
Signature (only if this form is sent on paper):
Date:

Customers in Saudi Arabia

You may cancel your order within 7 days of receiving your piece, provided it has not been used. Please email us within that time. You pay the cost of returning the piece, and we will refund you once it has been received and checked.

Other countries

If the law where you live gives you a right to cancel or return that isn't described here, that right still applies. Just contact us.

Refunds

Where a refund is due, it is made to your original payment method. We aim to process it within 14 days of receiving your piece back (or sooner, if the law requires). Your bank may take a few extra days to show it.

Cancelling before dispatch

If you change your mind before your order has been dispatched, please email us straight away. We can cancel it and refund you in full.

Questions

We are always happy to help. Email andreea@alluracouturehouse.com.

With love,
Andreea & Allura Couture House