To contact our Customer Service, please click on the following address: contact@purality.com.
We will reply within 24 to 48 hours, excluding weekends and public holidays, where we will acknowledge your message the next day.
FAQS
Contacts us
Products and use
Purality skincare products have been designed, manufactured and packaged in France to meet European safety standards.
Framed by a formulation charter highly committed to clean beauty, all our formulas exceed 95% of natural ingredients.
At Purality, we are against animal testing. None of our products or ingredients are tested on animals according to European regulations.
In Europe, animal testing is prohibited on both finished products and raw materials.
At Purality, we believe in cosmetics that are good for our skin, our minds and our planet. We follow a strict policy of excluding over 2,700 ingredients. We do not use any suspicious or undesirable ingredients (cancer, endocrine disruptors, toxic for the environment and for the human body).
You can find our list of natural active ingredients and other components as well as our associated product ranges here. You can also find our INCI list on each of our product pages.
Each Purality product is manufactured to strict, pre-defined product standards. If our products can have a unique odour, it is due to our formulas composed of over 95% natural ingredients.
Fragrance-free" means that these formulas contain no added fragrance. Please note that there is a difference between fragrance-free and odourless products.
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Deliveries
Purality delivers in France (excluding DOM-TOM), Macau and Hong Kong.
PURALITY delivers within Hong Kong Island, Kowloon, New Territories, certain remote areas, outlying islands. This service is NOT available in specified areas, including but not limited to: Big Wave Bay, Lo Wu, Tai O Island, Siu Ho Wan and Po Toi Islands.
We ship to commercial and residential addresses only. P.O. box and logistics centers are not accepted as delivery address.
Orders will be delivered to the address provided by customer when placing their order. An order can be delivered to one address only.
Delivery type
1. Door to door by S.F. Express
2. Self-pickup services at SF stores and EF Lockers
Delivery Fee
For orders below $300HKD: $30HKD
For orders on or above $300HKD: Free
Delivery Period
Upon confirmation of payment, the order will be ready and shipped out in 2-7 business days, subject to stock availability and the volume of orders. For remote areas, it might take 3-4 additional days to arrive.
Delivery schedule: Mondays to Saturdays: 9am-7pm (Sundays and Public Holidays: Not in service)
Upon confirmation of payment, the order will be ready and shipped out in 2-7 business days, subject to stock availability and the volume of orders. For remote areas, it might take 3-4 additional days to arrive.
Delivery schedule
Mondays to Saturdays: 9am-7pm (Sundays and Public Holidays: Not in service)
It is not possible to request specific delivery times.
Once your order has been validated and prepared by our warehouse, you will receive an e-mail confirming shipment with your SF Express' tracking number.
If the order has already been processed by SF Express. Please contact SF Express directly in order to make further arrangements. S.F. Express HK hotline: +852 27300273.
However, if you do not wish to keep your items, you can return them to us via the Terms & Conditions page.
You will be responsible for the return shipping costs.
Once your order has been validated, it is not possible to modify its content.
We invite you to place a new order if the product ordered is not the right one or if you forgot to add a promotional code.
To find out more about our returns policy, please click here.
If the address on your order is incorrect, you can change it before purchase.
If your order has been finalised and picked up by the SF Express, please contact SF Express directly in order to make further arrangements. S.F. Express HK hotline: +852 27300273
If SF Express was unable to deliver your package, it will be returned to us. As soon as we receive it, we will send the consignment to the new address that you will have indicated to us.
If the shipment cannot be successfully delivered to the customer due to personal reasons, please contact SF Express directly in order to make further arrangements. S.F. Express HK hotline: +852 27300273
Return policy
You have a 7-day cancellation period following receipt of the products. Returns are applicable for products received must be intact, unopened and in their original packaging along with the gifts sent with the order, if applicable.
Refunds will be made on the products and initial delivery charge to the credit card used for the order. Shipping costs incurred for product returns will not be refunded.
Refunds will be made an average of 14 working days following receipt of your package.
You may request an exchange of your item within 14 days from the date of the order. The product for which you request an exchange must be intact, unopened and in its original packaging.
Please see the Delivery & Returns page for any exchanges.