Frequently Asked Questions

Please select the subject below and click for more information

Website Information

Once you've decided on an item, you can add it to your basket after selecting the colour and size you require. The available colours and sizes are shown to the right of the main image. Just click once on each square, then, if you'd like to buy more than one of the item, adjust the quantity you need with the "+" and "–" buttons. Once done, click "Add to Bag".

After adding the item(s) you want to your basket, click the “Go to Checkout” button in the basket drop down, or click on the mini bag image in the top right corner of the page, and you will be taken through the steps required to complete your purchase.

You will get an email straight away to confirm that we have received your order and another to confirm that you order has been processed.

Click on the bag (located at the top right of the page). You will see a table showing the items in your basket, you can also remove an item by clicking “REMOVE” to the right of the undesired item.

It is not possible to make changes to a completed order from our website. However, depending on when your order was placed, there may still be time for you to modify it by contacting our customer service department on +44 1444 587 911 (international rate), we are open 24 hours a day, 7 days a week.

To create an account, click “Register” (located at the top left of the page) and follow the instructions on screen.

Promo codes may be entered at the basket stage.

No, only one promo code may be used per order. Also, promo codes cannot be used in conjunction with other voucher codes or Multi-Buy/Mix & Match or Pack Offers.

To redeem your gift voucher, you will need to enter your voucher code at the payment stage of checkout. You will be directed to the relevant page after you have selected or entered your delivery address.

We store all your personal and payment information in a very safe and secure environment. Your card and login details are stored in an encrypted format. Your payment details are sent using the digitally signed THAWTE SSL certificate, which guarantees that information exchanged between your computer and our servers is fully encrypted.

Product Information

For information on how to select the correct size, see our Sizing page.

If you take good care of your Pure Collection garment, it will last for many years. For information on how to look after your garment, see our care guide.

The size buttons on a product page will show the stock status of a product. A grey strikethrough means the product is out of stock.

Postage Information

Full information on our delivery options can be found on our Delivery page .

Full information on our delivery options can be found on our Delivery page .

Global-e is a third party service acting as your seller-on-record. When you purchase Pure Collection products via Global-e, you will see that your payment method is charged by **Global-e/Pure Coll. **, and the purchase is subject to Global-e’s Terms and Conditions and Privacy Policy. These can be found in the checkout where you add your payment details and confirm your order. For international transactions the Global-e checkout will load to take payment and delivery information.

We ship all over the world using our partner Global-e.

Global-e is a third party service acting as your seller-on-record. When you purchase Pure Collection products via Global-e, you will see that your payment method is charged by **Global-e/Pure Coll. **, and the purchase is subject to Global-e’s Terms and Conditions and Privacy Policy. These can be found in the checkout where you add your payment details and confirm your order. For international transactions the Global-e checkout will load to take payment and delivery information.

Our packages are nearly always beneath local taxation thresholds, but on rare occasions deliveries can be subject to duty and tax charges. Pure Collection are not liable for any such charges. Please note, customs policies vary widely from country to country. We recommend you contact your local customs office for further information.

If you are ordering from the USA, please use our website for American customers.

If you are ordering from the UK, please use our website for UKcustomers.

It is possible that the item you want may not be in stock at the moment your order is completed. In this case, we will contact you by phone or email to inform you. You have the right to cancel the order or select another item to replace the out of stock garment.

On occasion items may not be received at once if one or more of the garments ordered was not in stock when ordered. In this case, the garment will be marked "To follow" on the order form included in your package.

For each order you will only be charged once for delivery, regardless of how many packages are sent.

Parcels are sent via Hermes tracked. On the day of delivery you will receive a 2-hour delivery time slot. You can track your order here and if you are not going to be in, you can redirect it to a neighbour or another safe place.

Exchanges & Refunds

To register your returns please click here.

If you are unhappy with your purchase for any reason, you can send it back to us for a full refund or exchange to a different size or colour. If your international order has been fulfilled by our partner Global –e (your order number will begin GE if it has) then you can arrange a return for all or part of your order via the link below:

https://web.global-e.com/returns/portal/mZ1Q

If your international order has been fulfilled by our partner Global –e (your order number will begin GE if it has) then you can arrange a return for all or part of your order via the link below:

https://web.global-e.com/returns/portal/mZ1Q

You have up to 28 days to return your item, provided it is in its original condition. Items purchased from SALE or OUTLET must be returned within 14 days from when the item is dispatched to you.

Yes you can, within our normal 28 days exchange policy. Sale/OUTLET purchases must be returned within 14 days of dispatch.

To request a refund on your item, simply return it to us along with the returns form on the back of your invoice. Make sure you check the “Refund” column and please include the name or product code of the unwanted garment.

We endeavor to make sure all refunds are made as quickly as possible. In high season (during the winter and particularly in the run-up to Christmas) reimbursement may take up to 30 days from receipt of your returned item.

If you prefer not to use the online portal please complete the reverse side of your delivery statement and enclose it with the garment. Do not worry if you have lost your statement: in this case enclose a covering letter with your requirements making sure that we have your full name, address and telephone number.

Our UK returns address is as follows:

Pure Collection
PO BOX 434
Burgess Hill
West Sussex
RH15 5EN
United Kingdom

Payment Information

Yes you can, as long as all of the items in your order are in stock. If any items are not in stock, you must pay by card. To pay with PayPal, click the “PayPal” button (under "Checkout") in your Basket.

If you pay by card and one (or more) of items ordered is available, or if you use PayPal, the total amount of your order will be charged at the time you submit the order.

Gift vouchers are valid for 24 months from the date of issue and cannot be exchanged for cash or goods already supplied or ordered. We are unable to replace lost or stolen gift vouchers. Gift vouchers cannot be used as payment for gift vouchers.

You can part redeem a gift voucher over the phone.

Offers and Promo Codes

From time to time we will have offers and promo codes advertised on the website/catalogue and Press. All of our offers/promo codes will have a time limit and conditions of use. However, as a rule you cannot use more than one promo code per order. Promo codes cannot be used in conjunction with Mix & Match offer/Multi-Buy offers.

Please enter your offer code in the shopping bag to apply any discounts you are entitled to. If you have received a catalogue, your offer code will be printed on the front cover.

Unfortunately not, you can only use one offer code per order. Please note discount codes and promotions cannot be used in conjunction with any other offer unless specified in the terms and conditions.

Some offer codes can be used on sale items and this will be specified in the terms and conditions of each promotion.

My Account

To update the information retained about you, please log in. To protect your privacy and security, we will also verify your identity before granting access or making corrections. If you want to review or amend your personal details, including your billing and delivery address, this can be reviewed within the My Account section of the website under the Personal Details section. If you do not have an online account, please contact Customer Services at [email protected] or call our customer service team +44 1444 587 911 (international rate.)

From time to time Pure Collection will send you special offer and promotions by email. If you no longer wish to receive these promotions, please click on the unsubscribe link at the bottom of any email or alternatively contact customer services at [email protected].

We will never share your email address or phone number. If you have opted in to receive offers in the post from companies who we think may interest you, but no longer wish to receive these mailings, please contact us at [email protected].

Pure Collection send catalogues and promotions by post from time to time, you can opt out of these by emailing your full name and address to [email protected].

Please note that catalogues are printed in advance therefore it can take up to 6 weeks for mailings to cease.