Frequently Asked Questions (FAQs)

Welcome to the Purelybought FAQ Help Center.

Here you can find helpful information about placing orders, payment methods, shipping, tracking, order adjustments, returns, refunds, and after-sales support.

If your question is not covered below, please contact our customer support team at support@purelybought.com.

For order-related inquiries, please include your Order Number and the email address used during checkout so we can assist you more efficiently.

Orders & Payments

Q: How can I use a discount code?

A: To apply a valid promotional code during checkout, please follow these steps:

1. Select the products you would like to purchase and add them to your cart.

2. Proceed to the checkout page.

3. Locate the discount code or gift card field. On mobile devices, you may need to expand the order summary to find this field.

4. Enter your valid promotional code.

5. Click or tap "Apply" to confirm the discount before completing payment.

Please note that promotional codes may be subject to specific terms, expiration dates, and eligibility requirements.

Q: What payment methods are available?

A: Purelybought accepts the payment methods displayed during checkout.

Available payment options may vary depending on your location, device, and payment provider.

All payments are processed through supported third-party payment service providers using applicable security measures.

For additional information, please review our Payment Policy.

Q: How much does shipping cost?

A: Purelybought charges a flat standard shipping fee of $5.99 USD per order for supported shipping destinations.

The shipping fee and final order total will be clearly displayed during checkout before payment is completed.

For more information, please review our Shipping & Delivery Policy.

Shipping & Delivery

Q: Does Purelybought offer international shipping?

A: Yes. Purelybought provides international shipping to supported destinations through our fulfillment network.

Available shipping destinations are determined by the options presented during checkout.

Depending on product availability and your delivery region, orders may be dispatched from different fulfillment locations.

Q: How long does delivery usually take?

A: Our estimated processing and delivery timeframes are:

• Order Processing: Typically within 3 business days after payment confirmation.

• Standard Shipping: Approximately 10–20 business days after the order has been dispatched.

Please note that shipping estimates exclude the initial order processing period.

Actual delivery times may vary depending on the destination, shipping carrier, customs procedures, public holidays, and other logistics conditions.

Delivery estimates are not guaranteed arrival dates.

Q: How can I track my order?

A: Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.

You can track your order using the tracking information provided in that email.

You may also check your shipment status through:

17TRACK — International Package Tracking

If you need assistance tracking your order, please contact support@purelybought.com.

Q: Why is my tracking information not updating?

A: Tracking information may take several days after dispatch to appear or update in the carrier's tracking system.

Temporary gaps in tracking updates may occur while international packages are transferred between fulfillment centers, transportation facilities, customs checkpoints, or local delivery networks.

If there has been no tracking activity for more than 7 consecutive days, please contact support@purelybought.com with your Order Number and tracking details.

Our team will review the available information and assist with further investigation where appropriate.

Q: Why did I receive my order in separate packages?

A: Some orders containing multiple products may be shipped separately due to inventory availability, product handling requirements, or different fulfillment locations.

If your order is divided into multiple shipments, you may receive separate tracking numbers for each package.

Different packages from the same order may arrive on different dates.

If you believe an item is missing, please review your tracking information or contact our customer support team for assistance.

Q: What should I do if my package is lost or marked as delivered but I cannot find it?

A: If your shipment appears to be lost or missing, please contact support@purelybought.com with your Order Number and tracking number.

Our customer support team will review the available tracking records and investigate the shipment status where appropriate.

If a package is confirmed lost during transit and the loss is not attributable to the customer, we will provide an appropriate resolution, such as a replacement or refund, in accordance with applicable law.

If the tracking status shows "Delivered" but you cannot locate your package, please check with household members, neighbors, building management, or the delivery carrier.

You may also contact us for assistance. A delivered tracking status does not automatically eliminate any applicable consumer rights or remedies.

Order Changes & Cancellations

Q: Can I change my shipping information after placing an order?

A: If you need to correct your shipping address or contact information, please email support@purelybought.com as soon as possible, preferably within 12 hours of placing your order.

Use the subject line:

Urgent: Address Update

Please include:

• Your Order Number.

• The email address used during checkout.

• Your complete corrected shipping information.

We will make reasonable efforts to accommodate your request.

However, changes cannot be guaranteed once your order has entered processing, packaging, or shipment preparation.

Q: Can I change a product or adjust the quantity in my order?

A: Order changes may be possible before fulfillment processing begins.

Please email support@purelybought.com as soon as possible.

Use the subject line:

Urgent: Order Update

Include:

• Your Order Number.

• Your checkout email address.

• Details of the requested product or quantity change.

We will review your request and confirm whether the change can be accommodated.

Please note that changes may no longer be possible once an order has entered processing or preparation for shipment.

Q: Can I cancel my order?

A: If you need to cancel your order, please contact support@purelybought.com as soon as possible.

Cancellation requests may be accommodated before an order enters fulfillment processing.

Once an order has been processed or shipped, cancellation may no longer be possible.

If your order has already shipped, it may qualify for a return under our Return & Refund Policy.

Any cancellation or refund rights required by applicable law will continue to apply.

Product & After-Sales Support

Q: What should I do if my product arrives damaged?

A: If your product arrives damaged during delivery, please contact our customer support team at support@purelybought.com as soon as possible.

Please include:

• Your Order Number and checkout email address.

• A clear description of the damage.

• Clear photographs or video showing the affected product, where reasonably available.

• A photograph of the original shipping label, if available.

Our team will review the information and assist with an appropriate resolution.

Depending on the circumstances and applicable law, this may include a replacement, partial refund, or full refund.

Q: What if the product appears to have a defect?

A: If you believe a product has a manufacturing defect or another product-related issue, please contact support@purelybought.com.

Provide your Order Number, a description of the issue, and supporting photographs or video where reasonably available.

Our customer support team will review the request and determine an appropriate resolution in accordance with our Return & Refund Policy and applicable law.

Q: What should I do if an item is missing or I received the wrong product?

A: If you receive an incorrect product or believe an item is missing, please contact support@purelybought.com.

Include your Order Number, the email address used at checkout, and a description of the issue.

If you received the wrong product, please include a clear photograph of the item received.

If an item is missing, please identify the missing product. Some orders are shipped in separate packages, so please also review any additional tracking information.

Our team will investigate the issue and provide an appropriate resolution.

Q: What is Purelybought's return policy?

A: Purelybought accepts eligible standard return requests within 30 days of delivery, subject to the conditions specified in our Return & Refund Policy.

For standard returns, products generally must be unused, in their original condition, and accompanied by the original packaging and proof of purchase.

Certain beauty and personal care products may be ineligible for standard returns once opened or used, where legally permitted and disclosed before purchase.

These restrictions do not limit any mandatory consumer rights relating to damaged, defective, incorrect, or otherwise nonconforming goods.

Before returning an item, please contact support@purelybought.com to request return authorization and receive the applicable return instructions.

Please do not ship items to our registered company address unless our support team specifically authorizes that destination in writing.

For complete details, please review our Return & Refund Policy.

Q: How long does it take to receive a refund?

A: Approved refunds are generally issued to the original payment method used during checkout.

After a refund has been processed, funds typically take approximately 7–12 business days to appear in your account.

Actual posting times may vary depending on your bank, card issuer, or payment provider.

Refunds will be processed within any shorter timeframe required by applicable law.

For additional information, please review our Return & Refund Policy.

Confirmation & Tracking Emails

Q: Why did I not receive an order confirmation?

A: If you have not received an order confirmation email, please check your spam, junk, or promotional email folders.

If you still cannot locate the confirmation, please contact support@purelybought.com.

Provide the email address or phone number you may have used when placing the order so our customer support team can help locate your purchase information.

Q: I have not received my tracking number. What should I do?

A: Tracking information is generally provided after your order has been processed and dispatched.

Orders are typically processed within 3 business days after payment confirmation.

If you have not received your shipping confirmation after the expected processing period, please check your spam or junk folder.

If the email is still unavailable, contact support@purelybought.com for assistance.

Contact Us

If you have any questions regarding orders, payments, shipping, tracking, returns, refunds, or our products, please contact our customer support team.

Brand Name: Purelybought

Customer Support Email: support@purelybought.com

Website: https://purelybought.com

Customer Service Hours: Monday through Friday, 9:00 AM – 5:00 PM Eastern Time (ET).

We aim to respond to most customer inquiries within one business day.

For order-related questions, please include your Order Number and the email address used during checkout.