Frequently Asked Questions

We know that online shopping can raise some questions, and we're here to make it simple, transparent and stress-free. Below you'll find answers to the questions we get most often. If you can't find what you're looking for, you're always welcome to contact us — we're happy to help!

1. Where do you ship to?

We ship exclusively to the United Kingdom. Whether you live in a big city or a smaller town, Allure Nova delivers to your door with no minimum purchase required.

2. How long does delivery take?

Once your order is placed, you can expect the following:

Business days are Monday through Friday, excluding UK public holidays. Orders placed on weekends or public holidays will be processed the next available business day. Delivery times are estimated and may in rare cases be affected by carrier delays or public holidays.

3. How much does shipping cost?

We offer free shipping on all orders to the United Kingdom. There is no minimum purchase limit and no hidden fees — what you see at checkout is what you pay.

4. What payment methods do you accept?

We accept the following secure payment methods:

Visa, Mastercard, American Express, Diners Club, Discover, Apple Pay, Google Pay, Shop Pay, PayPal, EPS and TWINT.

All payments are processed securely and must be completed in full at the time of purchase.

5. Are my payment details secure?

Yes, absolutely. All transactions on Allurenova.com are protected with SSL encryption. We do not store your full payment card details — your financial information is always safe and private.

6. How do I track my order?

Once your order has been shipped, you will receive a shipping confirmation email with your tracking number. You can use this number to follow your delivery in real time via our Track Your Order page at Allurenova.com.

If you have not received a tracking number within 3 business days of placing your order, please contact us at support@allurenova.com.

7. Will I be charged customs duties or import taxes?

Any applicable taxes or charges on your order will be clearly communicated before or during checkout. There are no surprise charges upon delivery.

8. What is your return policy?

At Allure Nova we want you to be completely satisfied with your purchase. Here is an overview:

• You have 30 days from the date you receive your order to request a return.
• Under the UK Consumer Contracts Regulations 2013, you have a minimum 14-day right to cancel — Allure Nova extends this to 30 days as standard.
• Items must be unused, unworn outdoors, and returned in original packaging with all tags attached.
• Items tried briefly indoors on a clean surface are eligible for a full refund.
• Items carried or worn outdoors may result in a partial refund or refusal of return.

For full details, please visit our Refund & Return Policy.

9. Who pays for return shipping?

Return costs depend on the reason for the return:

This is disclosed in accordance with the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

10. How long does a refund take?

Once we receive and inspect your returned item, your refund will be processed within 5 business days. The amount will be returned to your original payment method and you will receive a confirmation email as soon as it is completed.

Please note that depending on your bank or card issuer, additional processing time may occur.

11. What do I do if I receive an incorrect or defective item?

We sincerely apologise if this happens. Please contact us immediately at support@allurenova.com with:

• Your order number
• A photo of the item received
• A brief description of the problem

We will arrange an exchange at no cost to you, including covering all return shipping. If an exchange is not available, a full refund will be issued instead. We aim to resolve all such cases within 24 hours of contact.

12. Can I cancel my order after placing it?

Yes — we offer a 24-hour cancellation window from the time your order is placed. To cancel within this period, please contact us immediately at support@allurenova.com with your order number.

Please note that once your order has been shipped, it can no longer be cancelled. In that case, you are welcome to return the item under our standard 30-day return policy. Your statutory right to cancel under the UK Consumer Contracts Regulations 2013 remains unaffected.

13. How do I contact customer service?

Our team is ready to help you.

14. Do you restock items when they are sold out?

Some of our styles are limited edition, but popular items may be restocked. If something you love is out of stock, keep an eye on the product page for availability updates.