At Pura Collagen we are dedicated to offering you a great service – if you have any questions or problems, please get in touch with us via our ‘Contact’ page. We promise to respond quickly to ensure that you always get the best possible service.
UK Shipping
Orders Below £30 - Delivery Cost £1.99
DPD Next Day Delivery (UK Mainland)
Royal Mail 24 Hour Tracked (Scotland & NI)
Royal Mail 48 Hour Tracked (Jersey, Guernsey & Isle of Man)
Orders Over £30 - FREE
DPD Next Day Delivery (UK Mainland)
Royal Mail 24 Hour Tracked (Scotland & NI)
Royal Mail 48 Hour Tracked (Jersey, Guernsey & Isle of Man)
Orders placed before 1pm (Monday-Friday) will be processed within 1-2 working days of order receipt. Any order placed after 1pm on a Friday will be dispatched the following Monday (Excluding bank holidays).
International Shipping
Shipping costs are automatically calculated at checkout along with local taxes for countries in the EU that are part of the IOSS scheme.
Orders are shipped via DPDs Direct Lite service
If no shipping options are shown once the full address details have been entered, please contact us via our 'contact' page
General Delivery Information
Once your order has been placed you will receive a confirmation email.
After the order dispatches you will then receive an order dispatch notice. If shipping using DPD Next Day Delivery you should also receive an email from DPD with full tracking information and an estimated delivery date.
If your order has not been dispatched and you need to amend your order please get in touch via our ‘Contact’ page. Please note if the order has already been processed and is awaiting collection you will be unable to make any further changes.
Refunds & Exchanges
At Pura Collagen we take pride in our products and our services. However if for any reason you are unhappy with your purchase please get in touch with us and we will always do what we can to help.
Exchanges
If you find that you have ordered the wrong product we are happy to offer an exchange for an alternative Pura Collagen product as long as the original shipment is safely returned to us unopened and unused within 14 days of receipt.
Subscription Cancellations
You may cancel your upcoming subscription orders via our website or by contacting our customer service team through our ‘Contact’ page.
Please note that we will be unable to cancel your order if the shipment has already been processed. To avoid this please request a cancellation at least 48 hours prior to your subscription renewal date.
Returns
Our returns policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time without notice.
From the date of receipt of your order you have 14 days to return the order under our 14 day return period policy. All items must be returned unused and in the original packaging with all security, safety and hygiene seals intact.
Please check your item as soon as possible after receiving it. If you wish to return the item please contact our customer service team through our ‘Contact’ page and a member of our team will provide you with a Returns Authorisation Number.
It is the responsibility of the customer to ensure that goods arrive back with us successfully as a refund cannot be processed for goods that fail to arrive.
If you receive your product and are not happy with it due to personal taste preferences please contact our customer service team through our ‘Contact’ and we will do our best to ensure your satisfaction. However please note that once a food supplement is opened it can no longer be returned unless there is a fault with the product itself.
Items Missing in Transit
In the rare circumstance that your item does not arrive please get in touch with our customer service team through our ‘Contact’ page. We will do our best to liaise with our courier partners to locate the shipment and if necessary a replacement shipment may be sent.
Damaged or Faulty Items
Whilst we always do our best to ensure every item that leaves our warehouse arrives in the best possible condition there are always potential circumstances out of our control that may affect the condition of the item during transit.
If an item arrives damaged or faulty please get in touch with us as soon possible via our ‘Contact’ page and provide us with your order number, a description of the fault and pictures where possible.
To Return an Item
To process your refund or return please contact our customer service team through our ‘Contact’ page, or by emailing support@puracollagen.co.uk, with your contact information, your order number, details of the item you are returning and your reason for return.
We will then provide you with a Returns Authorisation Number and a return shipping address.
Please make sure that you obtain proof of postage when sending your return as without it we may not be able to process a refund or a replacement. We cannot process a refund or replacement item unless the original item arrives back with us.
Return Postage Costs
Please note that if the item is considered to be in good condition we will not be able to refund any postage charges on your original order. We are also unable to cover the cost of return shipping unless we believe that there is a fault with the product that you have received.
Processing a Refund
All products returned to us will be checked by our customer service team. If the item is received in good condition and is unused/unopened we will process a refund within 7 working days of receipt of the returned order. We will always send a refund to the original payment method used to purchase the item (Credit/Debit Card/Paypal).
Statutory Rights
Our returns policy does not affect your statutory rights.