FAQs

How can we help today?

If you are unable to find an answer to your question here. Please Contact Us

Delivery

Refer to our shipping and returns page.

Online Ordering

Question: 

Are my card details secure?

Answer: The PÜRE Collection understands that your online security is of paramount concern. We are committed to providing a secure online shopping environment that goes above and beyond industry security standards and guidelines through our payments service provider Braintree. Security measures include;

  • Validated PCI DSS Compliance
  • Prohibited Data Storage
  • Data Encryption
  • Authentication and session management
  • Secure Access Technologies

Our checkout provider represents industry best practice in online payments. Rest assured that when shopping with The PÜRE Collection

Question: 

When will I be charged?

Answer:

We charge your card at the time of purchase.

Question:

Are prices shown on our website inclusive of VAT ? 

Answer:

Yes, our prices are inclusive of VAT for all deliveries destined within then UK and EU destinations.  We do we not charge VAT on orders intended for non-EU destinations.  Orders delivered to countries outside the EC fiscal area will not incur VAT (UK Tax).

Please note that depending on your order and country, you may be liable to pay local taxes and duties on receipt of your order, for which The PÜRE Collection cannot accept liability.

Question:

Why has my payment has been declined?

Answer:

If you receive notification that your credit or debit card has been declined, please check that you have entered the correct card details and that your card has not expired. Please also check that you have entered the correct billing address exactly as it appears on your statement. Alternatively, please use a different card. If that fails, please contact the bank that issued the card for further information. Please note that for your own personal privacy, only your bank can tell you why your card has been declined.

Questions:

Can I amend or cancel my order?

Answer:

We start processing your order right after you receive your Order Confirmation and cannot take further payment for additions, or refunds for detractions. Therefore, we are unable to make any amendments to your order. There is a very limited window where we may be able to cancel your order. If you would like to cancel your order, please call +44(0)207 096 0969 and have your order number and relevant details handy. Please note that your statutory right to cancel under the Distance Selling Regulations is not affected.

Question:

I forgot to enter my promotional code. Can I be refunded?

Answer:

From time to time, we may make available a promotional code to use on your order. The promotional code should be entered into the relevant field in the shopping basket prior to placing your order. Unfortunately, we cannot retrospectively add the promotional code to your order or refund the equivalent amount so please do check your order before placing it. In some cases, you may be able to use your code on your next order, so hold onto it. You can only use one promotional code per transaction.

Account Enquiries

Question:

Do I need an account with The PÜRE Collection to place an order?

Answer:

Whilst it is not necessary to have an account in order to place an order, our Club PÜRE members benefit from a great deal of account options including order tracking, past order history, marketing options and the ability to store multiple delivery addresses for faster check out.

 

Returns

Question:

What is your return policy?

Answer:

We hope that you are delighted with your order, however, if for any reason you are not satisfied, you may return any item in its original condition for a full refund within 14 working days of delivery. The cost of the return is payable by the customer. Please ensure that the package is wrapped securely. We also recommend that you use a recorded delivery service and retain your proof of postage as we cannot accept liability for goods lost in transit.

If you are returning your items owing to defects, incomplete or incorrect delivery, please contact our Customer Care on sales@thepurecollection.com or +44 (0)207 096 0969.

Please note that if you have purchased your products via one of our stockists you will need to arrange your return or exchange with them directly. We cannot accept returned items that were not purchased from our online store.

* the above is not applicable whilst we are offering the  30 Day Money Back Guarantee promotion which takes precedence.

Question:

How do I make a return?

Answer:

Inside your package, please

  • Print your name
  • Print your order number
  • Highlight the item(s) being returned
  • Include the reason for return

Address your package to:

Customer Returns from outside EU:

Huboo REF4475
UNIT1 
Vertex Park South
Emersons Green
Bristol
BS15 7LB
 

Within EU:

The PÜRE Collection
PO Box 210
Ontinyent
46870
Spain

Ensure that the package is wrapped securely and use a recorded delivery service as we cannot accept liability for goods lost in transit. If you return items for reasons other than defects, incomplete orders or incorrect delivery, you will be required to pay for the return of the item to us.

Question:

How long will it take for my funds to be returned?

Answer:

We aim to process your return within 7 working days of receipt of your item. The refund will be made to the same card, PayPal or Amazon account used to make the purchase. Please note, it may take 5-10 working days for the funds to appear in your account- this will vary from bank to bank.

Your statutory rights remain unaffected.

Question:

My items were faulty or incorrect. What happens next?

Answer:

We’re sincerely sorry you’ve experienced an issue with your online order. If you need to return your items owing to defects, incomplete or incorrect delivery, please contact our Customer Care on sales@thepurecollection.com or telephone +44 (0)207 096 0969.

Question:

What are my statutory rights to cancel?

Answer:

Under the Consumer Contracts Regulations 2015 you have 14 working days (beginning the day after receipt of your order) to cancel your order.

The PÜRE Collection