For all the information regarding our Shipping policy please click HERE

Please check our shipping page HERE for the most up to date dispatch times.

Our warehouse is based right in here in the U.K. (North London). This means there are ZERO import/customs fees for you, and you get your products in as little as 1 buisness day!

Nope, never! Because we are based in the U.K. there are NEVER any additional customers or import fees - that means none of the wait time either.

At either the point of delivery or during the clearance process you may receive notification that there is an additional customs charge. We are not responsible for this and it is always subject to your local rates and taxes.
However, we do offer a complimentary reimbursement for customs charges

Standard Tracked Delivery: 2-3 working days*
Express Tracked Delivery: 1 buisness day from dispatch*

Standard Tracked Delivery: 6-7 buisness days*

(Non EU countries)
Standard Tracked Delivery: 9-12 buisness days*

*These are delivery aims and are not gaurenteed.
We dispatch all orders via Royal Mail - please check thier website HERE to see the latest delivery times and news

At the moment we do not offer a click and collect service to our stores

This is however something we are working on


We do indeed! Check our store page HERE to find your nearest PURESEOUL K-Beauty store

Please contact us as soon as possible for a to request a product change or cancellation.
We hope you can understand this will solely depend on whether or not your order has been fulfilled.


Please contact us as soon as possible if you need to make amendments to your delivery address.
We hope you can understand this will soley depend on whether or not your order has been fulfilled.


If your parcel has already been dispatched, please understand we are unable to update the address or reroute the parcel.
You may however, be able to request a collection from your post office, or delivery to a nominated safe place using the Royal Mail app.
Otherwise please get in contact with us for further assistance


All our orders are hand-packed with love, and sometimes mistakes are made (we are only human after all)

If you believe we missed an item, or you were sent the wrong product, please let us know via our contact form HERE, and we will do our best to make things right.

Our apologies in advance

If it seems you didn't recive a confirmation email, please follow our check-list below:

1. Please check your spam folder
2. Please check all email accounts. Sometimes, during the checkout stage it might auto-fill an alternative email address. Please double-check alternative accounts first
3. Did you use apple pay or PayPal? Sometimes express checkout options might send a text, or an alternative email address (this depends on your personal settings within the apps used to pay)

If you still can't locate the confirmation, and are adamant that you have been charged, please contact us HERE

Discounts & Promos

Generally, our discount codes cannot be stacked, and only one code can be applied per order.

NOTE: Discount codes are subject to individual T&C's

Promotional codes cannot be applied to products already on discount or promotion (such as bundles, multi buy deals etc).

Please follow the below trouble-shooting if your discount code is not working.

  1. Are you entering it in the correct box? Make sure you use the "gift card or discount code" box.
  2. Please double-check the code has been entered correctly - sometimes people copy and paste the code but accidentally miss the first letter for example.
  3. Are the items in your basket already on discount or promotion? If all the items are already on sale or it's a promo set, the discount code will not work as it can only be applied to full-priced products
  4. Please check your code is still valid. Returning codes or "first time order" codes might not be valid for your order if they have been used before, or have set time limits.

Returns & Refunds

For all the information regarding our refund policy please click HERE

All orders are eligible for a refund provided you notify us within 14 days of receiving the order, and the items are unopened.

Please check our Refund/Returns policy for specific information

For hygiene reasons we can't offer a refund on unsealed cosmetics, for example, used lipsticks and mascaras. This includes skincare where the safety seal has been broken

We will try to process your refund within 3 working days of receiving the returned parcel (provided it meets our refund policy requirements).

1. Depending on your bank, it can take up to 3-4 working days for your refund to fully process back to your account.

2. The amount can only be refunded to the card used to initially place the order

3. We cannot be responsible if the refund is subject to admin processing fees put in place by your bank

We do not currently offer a free returns service. You will be solely responsible for arranging the shipment and the associated costs.

Still Need Help?

If you're still searching for an answer to your question, feel free to get in touch with our customer service team via email.