DELIVERY
All orders sent within the United Kingdom come with free shipping and arrive within 1 working day.
The delivery couriers we use are DPD, Royal Mail, Yodel and Amazon shipping. When you receive a dispatch notification, your order will be delivered within 1 working day.
If your order is delivered via DPD, you will receive an SMS & Email highlighting your allocated 1-hour delivery slot.
Follow the link within the Email or SMS to action the following changes to your delivery:
- Change your delivery day
- Leave your item in a safe place
- Deliver your item to your neighbour
Please note, we are not able to change the courier once one has been assigned to your order.
If you have any questions regarding our delivery service, please email us at hello@hellopure.co.uk
Delivery Delays
We always endeavour to deliver your order on time however, there may be factors outside our control such as adverse weather, or severe road network issues which may delay your order. We politely point out that in such circumstances, we do not take responsibility for any impact such delays may have.
Lost Packages
If you have not received your order, please contact our Customer Care Team who will work to resolve the issue as quickly as possible.
We insure each purchase during the time it is in transit until it is delivered to the specified delivery address. Once courier tracking confirmation is received of an order being delivered and signed for at the delivery address our liability ceases.
Damages to your order
We do make every effort to ensure your order is delivered in good condition however, occasionally some products can get damaged during delivery so we please ask you to inspect your order upon receipt. If you are not satisfied with the condition of your order, please contact our Customer Care team with photos at hello@hellopure.co.uk. If you have not contacted us within 7 days of receiving damaged items, we will deem your order as accepted.
Offshore Orders
Please note that our 1 day delivery does not apply to deliveries to UK offshore addresses (Jerseys, Guernsey, Isle of Man, Isle of Wight - Channel Islands). These orders will be sent via standard delivery and will take 3 - 4 working days to be delivered. If you have any questions about UK offshore deliveries, please contact our Customer Care team at hello@hellopure.co.uk
RETURNS
Changed your mind?
We really hope you like your purchase from Hello Pure however, in the event you do wish to make a return, please contact us at hello@hellopure.co.uk.
Product issues?
Our Customer Care team are incredibly knowledgeable and able to resolve most product-related issues quickly and efficiently. For the quickest support, please contact our product experts using the submission form on our Contact page.
Returns Eligibility
In order for a return to be eligible for a refund please get in touch with us within 30 days of the original purchase of your item.
Please be aware, we do not cover the cost of the returns.
Returns must be sent to us in an unopened and unused condition. We reserve the right to refuse any return if the product has been used and/ or there are any signs of wear or if parts are missing.
You do not have a right to change your mind in respect of Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them.
REFUNDS
When will I receive my refund?
Following a successful inspection of your return we will process a refund to the credit/debit card or PayPal account which was used to place the original Order.
Please allow 5 working days for the refund to appear in your account from the date we process it.
I haven’t received my refund
If you haven’t received a refund within the time periods stipulated above, please check your statement again, these incoming payments can be overlooked.
If you cannot see the transaction, please contact your card issuer company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@hellopure.co.uk.
Possible deductions from refunds
If you are exercising your right to change your mind:
We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products if this has been caused by your handling them in a way which would not be permitted in a shop.
If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
CANCELLATIONS
When an order has been placed, we aren’t able to cancel it or make any changes. We can request that it is ‘returned to sender’ however, as we ship orders after 20 minutes this is not guaranteed.
You can return it to us within 30 days for a full refund. Please be aware, we don’t cover the cost of returns for cancellations.