FAQ

 

Do I need to register to shop online?

No, however we suggest you to create an account to monitor your purchases, create your wish list and write reviews. Do not worry we are not going to send you any spam email!

 

What if I’ve lost my login details?

Follow the quick and easy process to retrieve your details in the “login page”. In case you need additional support please contact our Customer Service at: customerservice@pureeros.com

 

Which currency do you accept?

Any purchase made on our platform can be done in Euro or GBP according your purchase location using our credit card list or via PayPal. If you buy outside our geographical coverage or your local currency is different to Euro or Gbp, you might be charged with additional exchange and/or administrative fees by your card provider or bank. We are not able to determine such fees for which we have no responsibilities.

 

What payment methods can I use?

We accept payment via PayPal, Visa, MasterCard, Discover, American Express, Maestro.

 

Why is my payment being declined?

If your payment transaction is not successful, please check you have entered the right details or there are no problems with your card or your Paypal account. If the problem persists, do not hesitate to contact our Customer Service at: customerservice@pureeros.com.

 

What will appear on my bank statement?

We care about our customer’s privacy, on your bank/PayPal statement any transaction will appear as The Luxury Avenue Ltd.

 

Are my payment data safe?

At pureeros™ we care about your data and security. We use recognised technical services to protect your payment data with Paypal. We do not store or access to any data related to your credit card.

 

What about possible import duties and taxes if I am ordering from a country outside EU?

If you are buying from outside EU, you might have to pay import duty taxes or a formal customs entry fees prior to or on delivery. Additional taxes, fees or levies may apply according to local legislation and customers are required to check these details before placing an order for international delivery. Occasionally, the supply of your product(s) may be delayed or prevented for reasons beyond our control - for example, import delays or higher than anticipated demand. Where this is the case, we will make any effort to keep you informed but shall be under no liability to you for such delay or failure.

 

Can I cancel an order?

If the item has not been dispatched yet, you can cancel the order by writing promptly to our Customer Service at: customerservice@pureeros.com. In case you contact us after the parcel has been dispatched, you will get a refund once you have sent the item back to us in its original conditions. 

 

How does the delivery work?

After submitting your order, you will receive a first purchase confirmation email. Once our courier has collected your item, you will receive a second email containing the tracking number to trace your item. The delivery is done within 72h.

 

What if I miss the delivery?

If you are not able to collect your item, the courier will leave you a slip with instructions on how to pick up your parcel. For more info, check our “Shipping & Payments” policy.

What if my order has not arrived yet?

First of all, check your order status with the tracking code we have provided you via email. Please make also sure that you have provided us with the right details for the delivery just reviewing them on your purchase confirmation email. You can then contact directly the courier or our Customer Service at: customerservice@pureeros.com.

 

What are the delivery options?

We deliver in all EU and US via DHL. We use 72h fast and tracked delivery.

 

Do you deliver to work addresses?

Yes. With pureeros ™ complete anonymous delivery box you can easily receive your order directly at your office and avoid the chance to missing the courier because you are not home. We provide high level of privacy and no references to the kind of product or to our website are visible on the shipping box.

 

International deliveries

Due to some customs legal regulatory and certain restrictions applicable to the orders, there might be the chance that the delivery in certain countries outside EU or US will not be possible. Pureeros™ reserves also the right to define what can and cannot be delivered to which destination.

Can I track my order?

Yes, you will receive a tracking number via email once the courier has collected your item at our warehouse.

 

Do I get a refund on delivery charges?

We give a refund on delivery charges in case you received a wrong or faulty item. Please check our “Returns & Refund” policy for more information.