Firmezza Kit

What should I do if I receive an incorrect or damaged item?
Please accept our apologies if you have received an incorrect or damaged item. Just pop us an email at info@pureessentialslondon.com or phone us on 0207 278 5812 or 0771 688 8585 and we will resolve it.

What should I do if I want to return an item?
We are sorry that you were not happy with your purchase from Pure Essentials London and are happy to refund any item if it is returned in an unopened condition, within 14 days of receipt. Please follow our simple step by step guide below.

STEP 1
Please get in touch with our Customer Services through email or phone using the details above. You will need your order number to hand, this can be found on your order confirmation email.

STEP 2
If your item arrived damaged, please email the photo to show our advisors.

STEP 3
Upon request, pop your item in the post back to us, with the address provided by our customer service team. Unfortunately, we can only cover shipping costs if there is a problem with your order. Should this be the case our advisor will email a pre-paid returns label to your address.

STEP 4
Your refund will be completed within 10-14 days of us receiving the package.

How long does it take to get a refund?
We aim to refund all returns 14 working days after we have received the item at our warehouse.

What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.


Why do I need to provide a photographic evidence / doctor’s certificate if I’ve had an allergic reaction?
Unfortunately not every return claim made is legitimate and we need to ensure evidence is provided by customers. This allows us to provide our customers with the best service possible.

Pure Essentials London will not ship any order until it has been verified that payment has been made.
Shipment of goods will usually be made using Royal mail (postal) or Parcel force (postal), according to the destination indicated by the customer.
Delivery dates or times are approximate and delays do not constitute a fundamental breach. In the event that Pure Essentials London has not delivered the goods within 30 days of the agreed delivery date, the customer will be entitled to cancel the order and will receive a refund of the total amount paid at no additional cost, and without any liability for damages attributable to Pure Essentials London.
The delivery period is usually between 3-5 business days on UK and 5-7 business days on Ireland and Scotland, depending on the delivery location and payment method chosen. This period is providing that the goods have been confirmed as available and the full payment of the order has been verified.
Pure Essentials London will not accept any liability if the delivery of the product or service is not fulfilled because of false, inaccurate or incomplete information provided by the customer.
The delivery shall be deemed to have taken place when customer has received the products from the courier and the customer, or their representative, has signed a document confirming receipt of the delivery.
It is the cusomters responsibility to check the products upon receipt and ensure that everything claimed in the delivery receipt document can be justified.