For items featured in new arrivals or non-sale items you may request an exchange or refund within 28 days of receipt with no delivery charges to pay. Free returns applies to non sale items and is only available to UK residents. Follow the instructions below to request an exchange or refund. A pre-paid returns label comes with your invoice for these items and our mailing bags are re-sealable.Note that items must reach us in the same condition received by you, and must be unworn, unwashed and in their original packaging with labels attached.
We are not able to offer exchanges on orders where PayPal was used as a payment method. Please return your item(s) for a refund and place a new order.
EASY RETURNS ON SALE ITEMS
We will happily offer you an exchange or refund on sale items returned within 14 days of receipt. Customers returning sale items are responsible for any postage charges incurred.
HOW TO RETURN OR EXCHANGE, IT'S SIMPLE
- Complete the perforated Returns Form attached to your invoice.
- Place the completed form, along with your items, in the re-sealable mailing bag. This is important as it allows us to identify your order when it arrives with us.
- Keep the invoice as your own record.
- Affix the pre-addressed returns label to the front of your parcel and take it to your nearest Post Office.
- Please obtain proof of postage for insurance purposes.
It’s as easy as that! Please allow 14 days for us to process your return. Freepost paid labels are not provided for sale items. Our address for returns is: Pure Collection, Knaresborough Technology Park, Manse Lane, Knaresborough, HG5 8LF. If you cancel your whole order within 14 calendar days of receiving it, we will also refund the standard delivery charge only in accordance with the Consumer Rights Directive. Unless otherwise stated, we will not refund any delivery charges if you cancel after 14 days or if you only cancel part of your order. If you paid for Priority, Next Day, Nominated Day or Timed delivery, we will only refund the cost of standard delivery. Free returns is only available to UK residents, returns from outside the UK will be charged by your local postal service and will not be reimbursed.
You can exchange or return items bought online or over the phone to your nearest Pure Collection boutique (excluding concessions). Simply return your item along with the original invoice and the credit/debit card used for the original purchase for the boutique to process your refund.
Returning A Gift: Please note that items bought as presents can only be refunded to the original purchaser, however, we are more than happy to offer another item in exchange for the goods as long as the value of the item is the same or greater than the original. Details of the original purchaser must be provided.
Offers & Discounts: When returning items on which you have received a discount/offer, that discount/offer will no longer apply if you fall below the discount/offer threshold and the refund will be adjusted accordingly. When returning items please ensure you retain the receipt of postage containing your tracking number from the Post Office, there is no charge for this, it’s simply your 'proof of posting’ in the unlikely event that your parcel does not arrive with us. We cannot be held responsible for goods lost in transit.
HOW TO RETURN DEPARTMENT STORE CONCESSION ORDERS
To return or exchange an item that you bought from a Pure Collection department store concession simply return your item to the concession along with the original invoice and the credit/debit card used for the original purchase. The department store will process your refund in line with their returns policy. We’re unable to refund or exchange items bought from concessions or their website in Pure Collection boutiques or by post.
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:
You will need your GE order number and the email address associated with your Pure Collection account. You then simply select the items you are returning, print your returns note and returns label and take your parcel to a Post Office or parcel depot as instructed on the returns note. Where possible please obtain a certificate of postage or receipt and retain this until your refund has been processed.