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Customer Service

Thank You For Your Business!

You can reach our customer service at 1-844-PURE100 (toll-free) or customerservice@puritycosmetics.com

If you are inquiring about your order, please have your Order Number ready!



Your Account:

As of May 12th, 2015, all customers will need to create a new account on eu.100percentpure.com. We recommend creating an account with the same email address you had used previously, so that if you have any store credits, they will be automatically linked to your profile. If you don't remember the email address you used previously, or need assistance, please contact us at customerservice@puritycosmetics.com or 1-844-PURE100 and we will be happy to assist you! Some information like billing address and shipping address may need to be re-entered. We apologize for any inconvenience!


Shipping carrier:

All orders with standard service and weighing 2 lbs and under will ship via FedEx International Mail Service. Within this service, FedEx will carry the shipment to the country of destination; and from there, the package will be transferred over to your local postal service to be cleared through customs and delivered to the final destination. All other orders weighing 3 lbs and over will ship via FedEx International Economy. Estimated transit time is 7-10 business days.

Any orders with added expedited service will ship via FedEx International Priority.


Shipping Rates:

  • Orders under $45 EUR =$7 EUR 
  • Orders over $45 EUR = free shipping! 


Express Shipping Options:

  • 1-2 Business Days (International Priority/Priority Mail Express International) = $18 EUR
  • **Please see Shipping FAQs on the FAQ page for more information.

 

Order Fulfillment:

Orders are processed through our system one time per day by 5pm GMT. All orders placed thereafter will be processed the next business day. Please allow 1-2 additional business days for your order to be fulfilled and shipped. 

Orders with expedited shipping will be processed and fulfilled up until 8pm GMT. All orders placed thereafter will be processed the next business day.


Payment:

Please be sure that your billing address and billing zip code matches the information listed on your account for your credit or debit card. If this information does not match, your purchase will not be completed. If you attempt to make a purchase several times with mismatched billing information, you may see multiple charges on your billing statement. These extra charges will drop off and you will not be charged for them; you will only be charged for orders that go through with the correct billing address. However, your bank may hold these funds for several days before the extra charges disappear.

Please be sure and check your PayPal account for confirmation of payment. You should receive two confirmation emails: one from 100% Pure and one from PayPal.
Sorry, we do not accept international credit cards.



Gift Certificates:

As of November 1st, 2013, we have moved to a new gift certificate system. If you have a PayPal gift certificate, please email us at customerservice@puritycosmetics.com with your gift certificate number and we will issue you a new gift certificate that will work with our new system. Please let us know which email address to use to issue the gift certificate.
Please note that gift certificates purchased online can only be used on our website. If you would like to purchase a gift certificate to use in stores, you can do so at any of our retail locations.



Return Policy:

We accept returns & exchanges within 30 days. We hope you'll appreciate our exceptional quality and purity of our products and that you will love every 100% Pure item you purchase. We fully guarantee and stand by our products. You may return gently used product(s) by sending them back to:

Purity Cosmetics
2221 Oakland Rd
San Jose, CA 95131

Please be sure to include a copy of your receipt, and indicate how you would like your return to be processed:
A. store credit: to be used towards future orders
B. credit card refund (we cannot issue a credit card refund if a voucher or gift certificate was used during purchase, but we can issue a store credit)
C. even exchange 

 

Product Defects:

If you believe you have received a defective product, please send a clear photo of the defect to customerservice@puritycosmetics.com along with your first and last name, order number, name of product, and lot code #. If you need help finding the lot code #, please feel free to give us a call at 1-844-PURE100.



Sending Returns Back:

Please note that we cannot accept Certified Mail. If you would like to ensure your package has arrived to our offices, may we suggest using a mail service that offers a tracking number. We will process your return immediately after we receive it and send you a confirmation email. Once received, returns may take up to 30 days to process. Please note all shipping costs are non-refundable.



Free Gifts and Gift Sets:

1. If you are requesting a store credit/refund of your entire purchase, we ask that you kindly return all items received in your order, including any promotional items received for free.
2. We cannot accept partial returns of gift sets or weekly specials. If you would like to return a gift set or weekly special, or any other items sold as a set, we ask that you kindly return the set as a whole.



3rd Party Retailers:

If you have purchased your 100% Pure products through a 3rd party retailer, please contact the store for more information on their return policy.



Questions/Concerns;

If you have any questions or concerns regarding our return policy, please don't hesitate to contact us: 1-844-PURE100 or customerservice@puritycosmetics.com.



Website Promotions:

Some promotions cannot be combined. To qualify for the "gift with purchase", your order total must exceed or meet the minimum (which varies) after all coupons, vouchers, and discounts have been applied, and before taking into account tax or shipping costs.



NOTICE TO THE CUSTOMER:

NOTE TO THE CUSTOMER:

Please note that in order to maintain lower shipping fees to our customers, the customer will be responsible for any customs and duties assessed for their packages.

If you are ordering from of any countries known to us, such as Spain and Italy, requiring a sanitary certificate, we are unable to provide one for you, and will be your responsibility if required. We apologize for any inconvenience.

Please note that all shipping costs are non-refundable