FAQs

ORDERING AND DELIVERY

Will I be charged postage?

For UK orders over £40, there is no postage charge. For UK orders under £40, there will be a postage charge.

For international orders, once through to checkout with your products, you will see the different postage options available. For more information, contact us via info@purerawshop.com

Please note that there may be an additional postage fee if your order is over 2 kg in weight.

How quickly should I receive my order?

We aim to dispatch orders within 24 hours of ordering, so provided that everything is in stock, you should receive your order to a UK address within 2-5 working days. If a product is out of stock, this product will be sent separately when the product is back in stock.

If you have not received your order after 7 working days, please contact us via info@purerawshop.com, stating your order number.

Delivery times for orders being sent internationally vary by destination and obviously depend on the transit time of our service provider.

How will my order be delivered?

Orders under £100 will be sent out via first class royal mail and orders over £100 will be sent out via our courier DPD, for next day delivery if ordered before 2pm, and providing that everything is in stock.

Do you ship internationally?

We do ship internationally. Some countries have very strict Customs which means that we are unable to ship to these destinations. For more information, contact us via info@purerawshop.com

I haven’t received my order, what should I do?

Please firstly check that you received both an order confirmation and PayPal/World Pay receipt for your order. If you have not received both your confirmations, please contact us via info@purerawshop.com stating your order number.

If you have not received your order to your UK address within 7 working days, please contact us via info@purerawshop.com stating your order number.

What should I do if I have received the wrong product?

Please contact us via info@purerawshop.com and we will do our best to rectify the problem as soon as possible.

What should I do if a product is missing from my order?

If there is no notification of a back order on your invoice, please contact us via info@purerawshop.com so that we can identify how the problem has occurred. We will do our utmost to rectify the problem as soon as possible.

What is a back order?

If a product that you have ordered is out of stock, we will put this product on back order which means that it will be sent out separately as soon as the product is back in stock. There will be a notification on your invoice if a product is on back order.

Most products will be back in stock within 3-4 days unless the product is long term out of stock with our manufacturer or coming from overseas.

We aim to fulfill all back orders within 4 weeks otherwise a refund will be issued.

How do I request a refund if I do not wish to wait for a back order?

Please contact us via info@purerawshop.com with your product details and order number so that we can cancel your back order and issue you with a refund.

Can I return a product to you for a refund?

Please see our returns policy in our Shipping & Returns Policy. Provided that the product is unopened you can return your product to us with 14 days with a note of your order ID and an explanation of the reason for your refund request to the following address:

Returns

Pureraw Products

44 Harley Street

London W1G 9PS

We will then issue you with a refund.

 

CHECKOUT

Can I pay using my bank card rather than my PayPal account at checkout?

PayPal is the Pureraw website payment gateway provider. Once redirected to the PayPal website after checkout, you will have the option to pay for your order either using your PayPal account or using your bank card.

When will I be charged for my order?

We charge at the time of order.

Can I change or add to my order once the order has been placed?

Once the payment has gone through for your order, we are not able to add products to your order. However, if you contact us via info@purerawshop.com we can place a new order for you and you will not be charged additional postage.

If you wish to cancel a particular product, please contact us immediately so that we can issue you with a refund before your order leaves us – enquiries@purerawshop.com

 

REGISTERING

How do I set up an account?

In order to setup a Practitioner account with Pureraw, we would need you to contact us via info@purerawshop.com so that we can check that your qualifications match our criteria.

If your Practitioner has referred you to Pureraw, you are welcome to order from our website. You firstly need to complete the online registration form, indicating the name of the practitioner who referred you to set up your login details.

LOGGING IN

I have forgotten my login details, how do I access the website?

If you have forgotten your password, you need to click on the forgotten my password link on the login page and you will be asked to enter your username and email address. You will then be sent a temporary password via email, which will allow you to login and go to your account to update the password section with a password of your choice. If you do not receive the temporary password straight away, please do check your spam folder.

If you have forgotten your username, please contact us via info@purerawshop.com

 

How do I change my password?

If you wish to change your password, you firstly need to login and then go to your account where you will be able to update the password section with a password of your choice.

 

ANY OTHER QUESTIONS DON’T HESITATE TO ASK, WE WOULD BE HAPPY TO HELP – JUST EMAIL US info@purerawshop.com