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FAQ

  • How can I contact Pure Ecosentials?
    If you have any questions, don’t hesitate to contact us. We are happy to help you out. You can contact us via email: tb.tb.retail@gmail.com or through our Contact page.
  • How long does it take to get an answer?
    We strive to answer every question within 48 hours.
  • What are the return conditions?
    Return period: We use a 30-day return period. Within 30 days after receiving the package, you can return your item(s) without any specific reason. The 30 days start when the package is received and the item(s) should be sent within 30 days after the package is received. Return conditions: All items that are returned should be unworn, unwashed, contain all labels and be suitable for reselling. Shipping costs are not refundable.
  • What are the return costs?
    Returns are at your own cost. Costs depend on the country you live in and on the courier.
  • How can I return my order?
    You can return your order very easy. Please follow the instructions on the Returns page to return your item.
  • Where can I find my order number to register a return?
    Your order number can be found on your confirmation email, which is sent immediately after you ordered with us. The order number is an x digit number. If you did not receive this email, please check your spam folder. If it is there neither, please contact our customer service (tb.tb.retail@gmail.com).
  • What should I do when I receive a faulty or damaged item?
    Unfortunately, it might happen that you receive a faulty or damaged item. We are sorry for that! We are happy to solve this problem for you. Please contact our customer service (tb.tb.retail@gmail.com) with the problem and photos of the faulty or damaged item. Our customer service will find you a suitable solution as quickly as possible.
  • What should I do if I want to return my item outside of the 30-day return period?
    We use a return period of 30 days during which the customer may return his or her package without giving any reason. These 30 days start when the package is received. Please note that the return shipment must be sent back to us within these 30 days. In the unlikely event that this does not work out, please ask our customer service (tb.tb.retail@gmail.com) for the possibilities.
  • How long does a refund take?
    We do our best to process returns as quickly as possible. After receiving your return in our warehouse, we process it within 10 working days. On your track and trace that you receive with your return shipment, you can see when the package has arrived at our warehouse. From then on the 10 working days start. After the refund has been made, you will receive a message via email about it. Please note that it can take up to 3 days before the refund is visible on your bank account.
  • How do I find the right size?
    All of our products run true to size. To find the perfect size, we recommend you to use our size guide. A size guide is provided in the description of every product.
  • What if my size is out of stock?
    It might happen that your size is out of stock. If so, you can leave your email on the relevant product page. You can do this by clicking the “Out of size?” button. We will send you a notification by email as soon as the item is back in stock.
  • Which payment methods can be used?
    You can pay by using: Visa, Mastercard, American Express, PayPal, Union Pay, iDeal, Apple Pay and Google Pay.
  • Will I receive an order confirmation?
    Yes, immediately after ordering, you will receive an order confirmation. This order confirmation contains your order number, order summary and shipping address.
  • Can I cancel my order?
    Unfortunately, you cannot cancel your order. Your order is sent immediately to our supplier after ordering. If you ordered the wrong size, please order the right size and return the wrong size to us.
  • I entered the wrong address details, can I change this?
    Unfortunately, we cannot change the order for you. Your order is sent immediately to our supplier after ordering. To solve the problem, please contact our customer service (tb.tb.retail@gmail.com).
  • To which countries do you ship?
    Pure Ecosentials ships worldwide. Our orders are shipped with different couriers, depending on where you live.
  • What are the delivery times?
    For all information about delivery times, please visit our Shipping page.
  • What are the delivery costs?
    For all information about delivery costs, please visit our Shipping page.
  • How can I track my order?
    Once your order is shipped from the supplier, you will receive an email with a Track and Trace. Here you can find the status of your order.
  • What should I do when my order is not received?
    We are sorry to hear that you did not receive your order! You will receive a confirmation email when your order is placed, and you will receive an email when the order is shipped from the supplier. Did you not receive (one of those) emails? Please contact our customer service (tb.tb.retail@gmail.com).
  • My Track and Trace states that my order has been returned. What should I do?
    Please contact our customer service (tb.tb.retail@gmail.com). Our customer service will investigate what happened and come up with a solution as soon as possible.
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