FAQs

Frequently Asked Questions (FAQs)

1. How long does it take to process my order?

All orders are processed within 1–2 business days (Monday to Friday, excluding public holidays).

2. How long does delivery take?

Our estimated delivery time within the United Kingdom is 3–4 business days after your order has been dispatched.

Please note that delivery times are estimates and may vary due to courier delays or unforeseen circumstances.

3. How can I track my order?

Once your order has been shipped, you will receive a confirmation email with your tracking information (where available).

If you have not received your tracking details, please contact our customer support team.

4. What is your return policy?

We offer a 30-day return policy from the date you receive your order.

To qualify for a return:

  • The item must be unused and in its original condition.
  • It must be returned in its original packaging.
  • Proof of purchase is required.

5. Is return shipping free?

Yes. We provide free return shipping on all eligible returns within the United Kingdom.

6. Do you charge a restocking fee?

No. We do not charge any restocking fees on eligible returned items.

7. Are any items non-returnable?

Yes. The following items cannot be returned:

  • Final sale items
  • Products clearly marked as non-returnable

8. When will I receive my refund?

After we receive and inspect your returned item, approved refunds will be issued to your original payment method.

Most refunds are completed within 5–10 business days, depending on your bank or payment provider.

9. What should I do if my order arrives damaged or incorrect?

Please contact us within 48 hours of receiving your order.

Include:

  • Your order number
  • A description of the issue
  • Clear photos of the damaged or incorrect item and its packaging

We will review your request and arrange a replacement or refund where appropriate.

10. Can I cancel or change my order?

If your order has not yet been processed, we may be able to modify or cancel it.

Please contact us as soon as possible after placing your order.

11. What payment methods do you accept?

We accept major payment methods, including:

  • Visa
  • Mastercard
  • American Express
  • Maestro
  • Apple Pay
  • Google Pay
  • Shop Pay
  • PayPal (where available)

Available payment methods may vary depending on your location.

12. How can I contact Purelass?

Email: Contact@purelass.shop

Phone: +44 121 220 3257

Address:
Purelass
661 Kingstanding Road
Birmingham, B44 9RH
United Kingdom

Contact Page:
https://purelass.shop/pages/contact

13. What are your customer support hours?

Our customer support team is available:

Monday – Friday: 9:00 AM – 6:00 PM (UK Time)
Saturday: 10:00 AM – 4:00 PM (UK Time)
Sunday: Closed

We aim to respond to all enquiries within 24 hours on business days.