FAQ

Contact us

How do I contact Purality Customer Service?

To contact our Customer Service, please click on the following address: contact@purality.com.

We will reply within 24 to 48 hours, excluding weekends and public holidays, where we will acknowledge your message the next day.

My Account

How do I sign up for a Purality account?

Click on "My account" at the top right of our website and then click on "Create an account". Creating an account allows you to access your order history and personal information.

I have forgotten my account password. What can I do?

When you log in, you can check "forgot your password?" and you will receive an e-mail within a few minutes allowing you to set your new password.

How do I get my invoice back?

You can access your invoice directly via the order confirmation email you received when the order was placed. 

It is also possible to retrieve this invoice directly via our website, by logging into your account. Once logged in, click on the "My Orders" section, then click on the order number you want. You can also contact us to collect your invoice.

How do I subscribe to the Purality newsletter?

You can subscribe to our newsletter* from the home page of the site at the bottom left. Then enter your email adress address in the box provided.

*The newsletter is currently only available in France.

What are the benefits of subscribing to the Purality newsletter?

At Purality, we like to please. If you sign up for our newsletter, you'll receive exclusive offers, tips, gifts and more!

Delivery of my order

Which countries do you deliver to?

Purality delivers throughout France (excluding DOM-TOM) and to Hong Kong.

I have just placed an order. How soon will it be shipped?

Outside of promotional periods, orders are generally dispatched within 48 hours of receipt of payment. You will receive your order within 3 to 5 working days.

During busy periods, this time may be extended. If this is the case, you will be informed of this when you place your order.

How can I track my order?

Once your order has been validated and prepared by our warehouse, you will receive an e-mail confirming shipment. Simply click on "Track My Order" in the body of the email to access the tracking of your package. 

You can also check your tracking directly through your Purality account. To do this, log in by clicking on "My Account" at the top right of our website, then click on "My Orders". Then simply click on the tracking number.

In Hong-Kong, we will send you by email the SF Express' tracking number.

Can I cancel my order?

In France, if your order has not yet been processed by our warehouse, it is possible for us to cancel your order and issue a refund. Please contact us here. If the order has already been processed by our warehouse, unfortunately it is no longer possible for us to cancel it. However, if you do not wish to keep your items, you can return them to us via the Deliveries & Returns page. You will be responsible for the return shipping costs. 

In Hong-Kong, if the order has already been processed by SF Express. Please contact us as soon as possible. However, if you do not wish to keep your items, you can return them to us via the Deliveries & Returns page. You will be responsible for the return shipping costs. 

How do I change my order?

Once your order has been validated, it is not possible to modify its content.

We invite you to place a new order if the product ordered is not the right one or if you forgot to add a promotional code.

To find out more about our returns policy, please click here.

How can I change my delivery address?

If the address on your order is incorrect, you can change it before purchase.

If your order has been finalised and picked up by the carrier, please contact our Customer Service.

My order was not delivered.

If the carrier was unable to deliver your package, it will be returned to us.

If your order indicates that it has been delivered but you have not received it, please contact us stating the nature of the problem and your order number.

Returns

How long does it take to get a refund?

Our refund times are on average 2 weeks. 

Do you offer any exchanges?

You may request an exchange of your item within 14 days from the date of the order. The product for which you request an exchange must be intact, unopened and in its original packaging.

Please see the Delivery & Returns page for any exchanges.

Products and use

Where are Purality products made?

Purality skincare products have been designed, manufactured and packaged in France to meet European safety standards.

Are Purality products made from natural ingredients?

Framed by a formulation charter highly committed to clean beauty, all our formulas exceed 95% of natural ingredients.

Do you test your products on animals?

At Purality, we are against animal testing. None of our products or ingredients are tested on animals according to European regulations.

In Europe, animal testing is prohibited on both finished products and raw materials. 

What active ingredients are found in Purality products?

At Purality, we believe in cosmetics that are good for our skin, our minds and our planet. We follow a strict policy of excluding over 2,700 ingredients. We do not use any suspicious or undesirable ingredients (cancer, endocrine disruptors, toxic for the environment and for the human body).

You can find our list of natural active ingredients and other components as well as our associated product ranges here. You can also find our INCI list on each of our product pages.

Why do your fragrance-free products have an odour?

Each Purality product is manufactured to strict, pre-defined product standards. If our products can have a unique odour, it is due to our formulas composed of over 95% natural ingredients.

Fragrance-free" means that these formulas contain no added fragrance.Please note that there is a difference between fragrance-free and odourless products.

Is it safe to use your Serum Lotions on the face around the eyes?

At Purality, we have tested our Serum Lotions for eye safety to ensure that our products are safe to use around your eyes.

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