FAQs

FAQs

1. Products

1. Where are your products made?

We create everything in-house in Singapore! From formulation and ingredient sourcing to packaging, every step is managed by us. Therefore, we appreciate any sort of feedback to help improve your product experience!

2. Do you only do pre-orders?

To minimise waste, Purete produces products in small batches, ensuring only the necessary amount is made to meet demand. This approach reduces excess stock and prevents unsold products from going to waste. By manufacturing everything in-house, we maintain greater control over production, optimising efficiency and minimising material waste.

3. Are your skincare products suitable for sensitive skin?

At Purete, our products are designed to be gentle yet effective for all skin types, including sensitive skin. They are free from harmful chemicals—no parabens, sulfates, mineral oil, synthetic fragrances or artificial additives. However, we recommend doing a patch test before using any new product extensively. Discontinue if irritation occurs. In the case of pregnancy, please consult with your healthcare professional.

4. Are your products cruelty-free and vegan?

Yes, all our products are cruelty-free, vegan, and free from harsh chemicals, ensuring ethical and sustainable practices.

We welcome feedback from our valued customers! Feel free to reach out to us at hello@purete.sg or engage with us on social media to share your thoughts and ideas!

6. When does my product expire?

You can find the expiry date on our packaging. We recommend all our products to be stored in a cool, dark place.

7. Do you plan on releasing more products?

While we do have a couple of products in our pipeline, we are unable to announce them at this present moment. Every product is special to us and we make sure to put a lot of love and effort into each and every one of them.  Please follow us on our socials and subscribe to our newsletter to be the first to know about our new launches.  Do stay tuned!

2. Ordering

1. What forms of payment do you accept?

We are pleased to accept all major debit and credit cards. 

2. How do I cancel/modify my order?

We currently don’t allow any form of modifications or cancellations once your order has been confirmed. All sales are final. Please ensure you check items in your cart carefully before you make payment.

3. Can I use multiple promo codes at checkout?

You can only use one promo code per order.

4. Where do I input a promo code?

Promo codes are input at the Checkout page section.

3. Shipping

1. Where does Purete ship to?

We ship globally from Singapore and all prices displayed on our website are in Singapore Dollars (SGD).

2. What are the shipping charges?

We use courier delivery for local orders. Shipping fees start from $4.50 for the first 5kg and free shipping is provided for orders above $60 which might take 1-3 business days.

Please note: International orders may be subject to import taxes, duties and custom fees, which are levied once the package reaches its destination, and are the responsibility of the recipient.
Please also note that we are not responsible for refunds if:
Parcels are refused due to high duties and taxes.
Parcels are not picked up by the recipient at the local holding facility.
Parcels cannot clear customs because of restrictions.
Items that are missing due to Customs confiscation.
Inaccurate or incomplete shipping address.

3. When will my order ship?

We understand how important it is to get your shopping to you as quickly as possible! We will process your order within 3 working days and the Order Shipped email will be sent to you. Thereafter, all deliveries by our courier will be attempted within 3 working days. A second delivery would be made to you should you be unavailable to receive your parcel when the delivery is first attempted. Subsequently, if the delivery fails, your parcel will be stored with our courier and you would have to arrange delivery accordingly with them.

4. How do I edit my shipping address?

Please email hello@purete.sg

5. What do I do when I have problems with my tracking number?

We are sorry to hear! Most of the time, the courier takes 1-2 business days to register your shipment status. If the tracking number still does not work, please email hello@purete.sg and we will sort it out for you.

4. Returns & Refund Policy

1. How do I place a return or exchange? Can I get a refund?

“Due to our exclusive nature, we currently don’t offer refunds, returns, or exchanges. All sales are final. However, if anything’s off with your order or product quality, don’t hesitate to reach out – we’ve got your back. At Purete, we are dedicated to quality and providing a minimalistic, gentle approach to healthy, porcelain skin. Every product is handcrafted with love, care and detail to ensure quality. Regrettably, once you’ve placed an order on our website, we’re unable to cancel or make changes to your order. We are also unable to offer returns and refunds.

”

2. What happens if I receive a damaged / defective product?

Please inspect your products for any damage or defects upon shipment arrival. Should there be a product damage / defect, please contact us immediately at [+65 9007 9226 or hello@purete.sg] . Please provide the order number along with clear photos and your phone number for a quicker reply. To ensure prompt resolution, please keep the original shipping package and the damaged / defective product for inspection. Upon acknowledgement and confirmation from our end, we will provide you instructions for returning the damaged / defective product to us at your expense, and any replacement for a damaged or defective product will be shipped to you free of charge. You should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item. Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you an exchange.

3. What should I do if I receive the wrong product?

We are terribly sorry for the mistake! Please contact us at hello@purete.sg and we’ll get it sorted out quickly!
Please note: Gift Cards are non–returnable /exchangeable items.