FAQ

Welcome to our Frequently Asked Questions page. Here you'll find answers to some of the most common questions about ordering, shipping, returns, payments, customer accounts, and support. If you need additional assistance, our customer support team is always happy to help.

Shipping & Orders

Q: How long will it take to receive my order?

A: Orders are typically processed within 1–3 business days. After shipment, delivery generally takes 5–8 business days, resulting in an estimated total delivery time of 6–11 business days.

Q: How much does shipping cost?

A: We offer Ground Shipping within the United States for a flat shipping fee of $15.00 USD. Shipping charges are displayed during checkout before payment is completed.

Q: Where do you ship?

A: We currently ship to addresses within the United States.

Q: When will my order be processed?

A: Orders placed before 5:00 PM Pacific Time on business days are submitted for processing the same business day. Orders placed after the daily cut-off time, on weekends, or on public holidays begin processing on the next business day.

Q: How can I track my order?

A: Once your order has been shipped, you'll receive a shipping confirmation email with tracking information. You can also monitor your shipment through our Track Your Order page.

Q: When will my tracking information become available?

A: Tracking details may take up to 48 hours to become active after the carrier receives your shipment.

Q: Can I change my order after placing it?

A: Order changes may be requested before fulfillment begins. Once an order has entered fulfillment or has been shipped, changes can no longer be made.

Q: Can I cancel my order?

A: Cancellation requests may be submitted before fulfillment begins. Once an order has entered fulfillment or has been shipped, cancellation requests can no longer be accepted.

Q: What happens if my shipment is delayed?

A: Delivery delays may occur due to weather, carrier operations, seasonal shipping demand, or other circumstances outside our control. If your shipment is significantly delayed, please contact our support team for assistance.

Q: What should I do if my package appears to be lost?

A: If tracking has stopped updating for an extended period or you believe your package has been lost, please contact us. We'll work with the shipping carrier to investigate the shipment and review available options in accordance with our Return & Refund Policy.

Returns & Refunds

Q: What is your return window?

A: Eligible items may be returned within 28 calendar days from the date your order is marked as delivered by the shipping carrier.

Q: Who pays for return shipping?

A: If the return is approved because the item arrived damaged, defective, or incorrect, we will provide a prepaid return shipping label. For returns based on customer preference, return shipping costs are the customer's responsibility.

Q: Do you offer exchanges?

A: We do not currently offer direct exchanges. If you'd like a different item, you may return an eligible product and place a new order separately.

Q: Can I return an item if I change my mind?

A: Yes. Items returned because you changed your mind may be eligible for return if they meet the conditions outlined in our Return & Refund Policy and the request is made within the 28-day return window.

Q: What should I do if my order arrives damaged?

A: Please contact us within 48 hours of delivery and include your order number, photographs of the item, photographs of the shipping packaging, and a brief description of the issue so we can review your request.

Q: What if I receive the wrong item?

A: Contact our support team within 48 hours of delivery. After reviewing your request, we'll provide the next steps if your claim is approved.

Q: How long does it take to receive a refund?

A: Approved refunds are generally processed within 10 business days after the returned item has been received and inspected. Your payment provider may require additional time before the funds appear in your account.

Q: What should I do if my refund has not arrived?

A: We recommend checking your payment account, contacting your payment provider, and speaking with your financial institution. If you still need assistance, please contact our support team.

Q: Which items cannot be returned?

A: Used, worn, altered, or damaged items, products returned without required packaging or accessories, late return requests, and any personalized items or gift cards (if offered) are not eligible for return.

Payments, Accounts & Support

Q: Which payment methods do you accept?

A: We currently accept PayPal and Venmo.

Q: Is my payment processed securely?

A: Payments are processed through secure third-party payment providers. We also use reasonable measures to help protect payment transactions during checkout.

Q: Do I need an account to place an order?

A: Customer accounts are available to make it easier to view order information and manage your purchases. Please follow the checkout process for available account options.

Q: How do I create an account?

A: You can create an account by selecting the account option available on our website and following the registration steps.

Q: I forgot my password. What should I do?

A: Select the password reset option on the account login page and follow the instructions to create a new password.

Q: How can I contact customer support?

A: You can reach us by email at support@allurbag.shop or through our Contact Us page. Human agent live chat is also available 24/7.

Q: Where can I find your store policies?

A: You can find detailed information by visiting our Shipping Policy, Return & Refund Policy, Privacy Policy, Terms of Service, and Contact Us page.