Refund policy
Your right to return
You may return any purchase, including reduced items, within 14 days of receiving your order (or, if it arrives in several parcels, the last of them), without giving a reason. You can withdraw from your purchase online using the "Withdraw from contract here" function at all-u-re.com/pages/withdrawal, linked in the footer of every page, or by email to info@all-u-re.com. Notify us within 14 days of delivery, then send the items back within 14 days of that notice. You may also use our standard withdrawal form or any other clear written statement. We will confirm your return by email, with the date we received your notice.
Return shipping
Return shipping is at your cost. You can return your order in one of two ways:
- With our prepaid DHL Express return label. A fixed fee, based on the size of your parcel, is deducted from your refund.
- With a tracked courier of your choice, at your own cost.
| Parcel | Typical items | Return label fee |
|---|---|---|
| Small | Clothing, knitwear, small accessories, jewellery | €40 |
| Medium | Shoes, bags, jackets, blazers | €95 |
| Large | Boots, coats, travel bags | €140 |
The fee is the same wherever you are returning from and is set by the largest item in your return. Size exchanges are free of charge.
Exchanges
We offer exchanges for a different size of the same item, subject to availability. Exchanges are free: we provide a prepaid DHL Express return label and ship the replacement to you at no cost. Please contact us at info@all-u-re.com before sending your item back, so we can reserve your new size. If the size you need is no longer available, you can return the item for a refund within the usual 14 days.
Condition of returned items
Please return items unworn, with all tags attached and in their original packaging, including dust bags, boxes and authenticity cards. You may handle items as you would in a shop to establish their nature, characteristics and fit. If an item has been handled beyond this, we may reduce your refund to reflect the loss in value. Missing tags or packaging do not affect your right to return; they may only reduce your refund where they lower the item's value.
We recommend a tracked service, as the parcel remains your responsibility until it reaches us. Please include all items listed on your return form.
Refunds are issued only for the items originally supplied. We record identifying details of each item at dispatch, and returns that do not match these records will not be refunded and will be returned to you.
Items that cannot be returned
- Items made or altered to your specifications.
- For health and hygiene reasons: underwear, swimwear and pierced earrings delivered in sealed packaging, once that seal has been broken after delivery.
Faulty or incorrect items
If an item is faulty, damaged or not as described, contact us at info@all-u-re.com. We cover the return shipping and will repair, replace or refund it. Every item carries a 2-year legal guarantee of conformity from delivery, and this policy does not affect your statutory rights.
Refunds
Once your return reaches us in Sofia, we inspect it and confirm by email. Approved refunds are issued to your original payment method within 5 business days of receiving your return, and in any case no later than 14 days from the day you informed us of your return. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them, whichever is earlier.
Your refund includes:
- the full amount paid for the returned items, including any import VAT and duties charged at checkout, and
- the standard delivery cost of your original order,
less the return label fee, if you chose to use our label. Depending on your bank or card provider, the credit may take a further 3–10 business days to appear.
If you return only part of your order, the refund covers the returned items; the original delivery cost is refunded only when the whole order is returned.
For cash on delivery orders, refunds are made by bank transfer, at no cost to you, to the IBAN you provide with your return.
International returns
For returns from outside the European Union, the parcel must be declared to customs as returned goods. If you use our DHL label, we prepare the customs paperwork for you. If you use your own courier, please include a copy of your original invoice and mark the parcel and documents "Returned goods", quoting your order number.
Return address
all-u-re.com Ltd.
9 Saborna Str., 3rd floor
1000 Sofia
Bulgaria
Company number (UIC): 206299209 · VAT number: BG206299209
Need help with your return?
+359 887 255 873, Monday to Friday, 10:00–19:30 Sofia time, or info@all-u-re.com.
Complaints and disputes
If we cannot resolve a complaint together, you may refer it to the Bulgarian Consumer Protection Commission, whose conciliation committees offer out-of-court dispute resolution: kzp.bg.