Help   

Frequently Asked Questions

Orders and Payment

Do I need to register to shop online?

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

What if I’ve lost my login details?

No worries, click on “forgot your password” and you will be asked for you email address to reset your password.

Payment

Purchases will be made in GBP(£). International credit card providers or banks will determine the exchange rate and may add an additional processing or administration charge for such payment which international credit card holders will be liable to pay. Please consider that if you buy from outside the UK, the payment on your bank statement will be shown in your local currency. The recipient may have to pay import duty or a formal customs entry fee 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) or 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, of course, make every effort to keep you informed but shall be under no liability to you for such delay or failure.

What payment methods can I use?

We accept Paypal, Visa, Mastercard, Discover, American Express, Maestro.

Why is my payment being declined?

Please contact us at customerservice@pureeros.com and we wll get back to you to solve the problem.

What will appear on my bank statement?

We care about our customers privacy so on your bank statement any transaction will appear as The Luxury Avenue Ltd.

Is my payment’s data safe?

At Pureeros we care about safety and security. We use recognised technical services to protect you data and we assure they will not be transferred to third parties.

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

There may be import charges according to the destination country. These charges must be paid by the recipient of the parcel. As duties and taxes vary from country to country, unfortunately we have no direct control on those charges and we are not able to give you the exact amount at the time of your order. 

Can I cancel an order?

If the item has not been dispatched yet, you can cancel the order by writing to us at customerservice@pureeros.comIn 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. 

 

Delivery

How does the delivery work?

Once you submit your order, you will receive a confirmation email from us and a tracking number, so that you can check where you item is anytime. Delivery within the UK is fast and takes 24h. Delivery to outside the UK can take between 3-7 working days.

What if I miss the delivery?

If you are not able to collect your item, the courier will leave you a card with instructions on how to pick up your parcel. If you want to avoid this, try our click&collect service with Parcelly! It's free and you can select your more convenient 24h shop to pick up your parcel whenever you like. See more in our Delivery Policy

What if my order has not arrived yet?

If your order from UK and you do not receive your item within 48h, please contact us at customerservice@pureeros.com. If you order from outside UK and you do not receive you item within 9 working days, please contact us at customerservice@pureeros.com.

What are the delivery options?

The delivery options we provide are:
  • UK Delivery: 24h Fast Tracked with Currier (1 working day)
  • Western Europe Delivery: Tracked Fast Service (3 - 5 working days)
  • Rest of Europe Delivery: Tracked Fast Service (3 - 7 working days)
For more information please refer to our Delivery Policy.

Do you deliver to work addresses?

Of course! Do not worry. Our deliveries are discreet. You just have to put the right address during the check out. 

International deliveries

Due to customs, legal, regulatory and certain practical restrictions applicable to orders placed for international delivery, some of our products may not be available for delivery to certain destinations outside the UK. Pureeros reserves 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 by email.

What if I want to return an item?

Please refer to our Returns Policy.

Do I get a refund on delivery charges?

We give a refund on delivery charges only if you are sending the product back because we sent you the wrong item or it is faulty. For more details, please refer to our Returns Policy.

 

Gift Cards

What if my cart exceeds the value of the E-Gift Card?

Don’t worry, you can still proceed. The system will automatically update your bill, subtracting the value of the E-Gift Card and you will pay only the difference.

What if my cart doesn’t cover all the E- Gift Card value?

We suggest you to get the best out of your card as you can use it only once. So add in the cart with as much products as you can to get the closest to you E-Gift Card value.