FAQs

How can we help today?

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

Delivery

Question:

Do you deliver to my country?

Answer:

We are pleased to say that we deliver globally. Unfortunately, certain location and product restrictions do apply.

Question:

How much is delivery and how long will it take ?

Answer:

UK Delivery Information

UK Royal Mail Standard delivery £4.95 and Expedited £7.95

Free Standard delivery on all orders over £95

International Delivery Information

For international orders, please allow between 3-5 working days for dispatch. Delivery times will vary according to region. Please note, international deliveries may be subject to additional handling charges. Taxes and customs charges are the sole responsibility of the customer. These charges also vary and are calculated and charged when your package reaches its destination country. Please contact your local customs office for details on how these charges are assessed and applied to your delivery.

Western Europe - £8.95 // Regions including Austria, Belgium, Denmark, Finland, France, Germany, Greece, Iceland, Italy, Ireland, Luxembourg, Netherlands, Portugal, Sweden, Spain

Central Europe - £10.45// Regions including Switzerland, Bulgaria, Hungary, Czech Republic, Lithuania, Poland, Slovakia, Cyprus, Estonia, Latvia, Malta, Romania and Slovenia

Question:

How do I qualify for free delivery ?

Answer:

We offer free shipping on all orders over £95 (or AED, $, Euro equivalent), as soon as you reach this threshold, any delivery costs will be deducted.

Question:

How can I track my parcel?

Answer:

When your International order leaves the warehouse you will be sent a Dispatch email. Within this you will be given a tracking number. UK orders are sent by Royal Mail, first class so no tracking number is supplied. 

Question:

Do I have to be in to sign for my delivery?

Answer:

The courier must be able to deliver to a secure address and obtain a signature is required for all orders dispatch via Amazon Fulfilment.

Question:

I have missed my delivery. What happens next?

Answer:

Deliveries are attempted between Monday and Friday 9-5.30, and will be carded three times before the parcel is returned to the depot. Should your order not be delivered, your order will be returned to us and will be processed as a refund (less the delivery charges). Please note that we are unable to re-send packages that are returned to us as undeliverable. Our shipping courier will return your parcel back to us if the address is incorrect or out-dated or there have been a number of failed delivery attempts. Therefore, please ensure that the address details you enter are accurate and someone is available to accept it.

Question:

I am receiving a delivery internationally. Who is responsible for any additional charges?

Answer:

Taxes and customs charges are the sole responsibility of the customer. These charges also vary and are calculated and charged when your package reaches its destination country. Please contact your local customs office for details on how these charges are assessed and applied to your delivery.

Question:

My package has not arrived. Where is it?

Answer:

If you live in communal flats, the courier may attempt to leave your parcel with a neighbour/concierge if you are out. If you have any queries regarding the whereabouts of your order, please contact customer services on 0207 096 0969 and we will look into this for you.

Online Ordering

Question: 

Are my card details secure?

Answer:  At 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 to 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 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. Please note that when ordering you will be prompted as to whether you would like to start an account with The PÜRE Collection online.

Question:

Can I store multiple addresses?

Answer:

Storing multiple addresses is just one of the benefits of having an account with The PÜRE Collection for a fast and efficient check out. You’ll also be able to quickly update and change your billing and delivery details through the account section.

Question:

How do I reset my password?

Answer:

From the account settings page you will always be able to change your password should you require and in the instance that you might have forgotten your password you can always click the ‘Forgotten My Password’ button when at the login page in order to have a password reset emailed to your selected email address.

Question:

How do I enhance my security when I shop online?

Answer:

At The PÜRE Collection we endeavour to ensure your personal information is secure when visiting our online store, however there are additional security measures we advise our customers to adopt in order to enhance online security.

These include;

  • Ensuring your internet browser is up-to-date with the latest version.
  • Choosing unique passwords, keeping them private, and changing them frequently.
  • Investing in a reputable anti-virus software program and ensuring all updates are installed.

If you are ever concerned that you have been the victim of fraudulent activity, contact your bank immediately to ensure your credit cards are cancelled.

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.

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

The PÜRE Collection
207 Regent Street
3rd Floor
London W1B 3HH
UK

Ensure that the package is wrapped securely and for your peace of mind we recommend that you 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 will I know if you have received my return?

Answer:

Please allow up to 5 working days for your returned package to reach us.  For your peace of mind, we recommend using recorded delivery to make your return, as its whereabouts can be tracked.

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.