FAQ - Frequently Asked Questions

What are the shipping times for your products ?

We take 1 - 2 days to process your order and 10 days to deliver.

My parcel still hasn't arrived for 4 weeks?

To track your order, go to the "Track my order" tab or send us an email at contact@pureoskin.com.

Do you ship anywhere in the world?

Yes, absolutely. We deliver worldwide.

Where do we ship your product from?

Our warehouses are located in United States. 

Do you provide tracking information?

Yes, wait 2 days after your order and ask us via email at contact@pureoskin.com.

Is my payment secure?

We use various security systems to ensure that your payment is secure.

Our payment page uses SSL encryption. You can verify this by the presence of a small symbol in the address bar of your web browser (padlock or key) and by the prefix "http://" at the top of the URLs displayed in the address bar of these browsers.

We also work in partnership with a provider of secure payment solutions on the Internet to ensure that transactions are carried out in complete security.

In accordance with the provisions of the consumer code applicable to distance selling, you have the right to withdraw from the contract. To exercise this right, please contact us at contact@pureoskin.com.

My order is missing some items, what happens?

Our products can be shipped separately depending on your order. If your order contains items from two different warehouses, for example, there will be two deliveries. The rest of the order will most likely arrive shortly.

I have received a damaged item. What can I do about it?

We are sorry to hear that. Simply send us a picture of the damaged item in question to the email address: contact@pureoskin.com and we will send you a similar replacement item as soon as possible.

Where are you located?

We are located in Belgium.

I still haven't received my order. What is taking so long?

We apologise for the delay. Sometimes international shipping can take longer than expected due to customs clearance. However, you can track your order and see where it is at any time. If you still feel you need help tracking your package or would like to inquire about it, please contact us by email at contact@pureoskin.com.

Do you have a refund policy?

We do our best to resolve any problems our customers may have with their online items. If you still wish to receive a refund on your order, we can of course complete the payment, as long as the appeal is made within 14 days of the order date and the product(s) concerned are not on sale. For more information, please read more about our refund policy.