Delivery & Returns
UK standard postage (tracked): Royal Mail's delivery aim is 2 - 3 working days and includes Saturdays.
1st Class (tracked & signed): Royal Mail's delivery aim is next working day and includes Saturdays.
International: Royal Mail's delivery aim is 3 - 7 days but often takes longer.
Please note that we do not send out part orders; all products purchased in a single transaction are sent together and there may be some delay if an item is on pre-order.
All products - except Earth's Beauty make up - are dispatched from the UK.
Earth's Beauty products are not held in stock in the UK and incur a separate postage charge of £6 as they are posted to you directly from the USA. There will be no customs charges to pay.
You have the right to cancel at any time from the moment you place your online order, and up to 14 days from the day you receive your goods.
You need to notify us by email (firstname.lastname@example.org) of your wish to cancel your order within this time period and we will give you return instructions.
You then have a further 14 days from the date you notify us of your cancellation to return the goods.
Items must be unused and in a perfect resaleable condition. Once the 28 day period has passed we are not obliged to refund you and may offer you an exchange or store credit.
Absolutely Pure is not responsible for covering the cost of returning unwanted goods.
If you are unable to take delivery of your parcel, you should receive a card with written information on where and when you should collect it. If you do not collect your parcel within a specified timeframe (usually 7 days or after 3 delivery attempts), the parcel will be returned to us and you will need to arrange a new delivery and pay for the costs incurred in resending the parcel. If you do not require redelivery you may have a refund (minus our postage costs which may be more than you originally paid) providing we have received the parcel within 28 days of the first delivery attempt. After 28 days you will receive a store credit. We reserve the right to charge a 10% restocking fee.
All returns should be wrapped securely in appropriate packaging to ensure that the goods are received by us in their original condition. We reserve the right to refuse a refund/credit for damages caused by insufficient packaging.
We recommend that returns are made using a trackable service or that a proof of postage is obtained, in the unlikely event that we do not receive the parcel.
Exchanges will be processed within 3 working days from the date the returned goods are received. Postage charges will be applied.
Where the goods have been received as a gift, items may be exchanged for alternative products. Where a refund is due, this will be processed via the original payment method within 2 working days from the date the returned goods are received. Refunds may take 5-7 working days to show on your account, depending on the bank.
If for any reason the goods you receive are damaged or defective in any way we will be happy to exchange the item or offer a full refund. Please contact us at email@example.com
Please note that it will be necessary to provide photographic evidence of the damaged product.
DELAYED / LOST ORDERS
Our carrier (Royal Mail) considers a parcel lost after it has been in the postal system for a period of 14 working days for UK orders and 21 days for International orders. Though it is highly unlikely that deliveries take this length of time, we are unable to investigate, issue a refund, or provide a replacement until this period of time has elapsed. Absolutely Pure is not responsible for any direct or indirect loss or damage incurred by a customer due to delayed or lack of delivery of goods regardless of the method of delivery.
You may choose any delivery address - except PO boxes - when you place an order, but the site does not enable you to elect a safe place or nominate a particular neighbour for goods to be left with, and by shopping on this site you are confirming that you are happy for Royal Mail to deliver your goods to any neighbour.
You can opt out of this service here: https://www.royalmail.com/delivery-to-neighbour
We cannot consider any claims for loss/non-delivery or enter into an investigation when the tracking shows delivery has been made and you would need to contact Royal Mail customer service on 0345 774 0740.
Absolutely Pure cannot be held responsible if you enter incorrect address details when you place an order.