Please select the subject below and click for more information
How do I add an item to my basket?
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".
How do I complete an order?
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.
How do I modify the contents in my basket?
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.
Can I change my order after completing checkout?
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 01444 587 911 (local rate), we are open 24 hours a day, 7 days a week.
How do I create an account?
To create an account, click “Register” (located at the top left of the page) and follow the instructions on screen.
How do I use my promo-code?
To redeem your promo code, you will need to enter it at the basket stage in the order summary "Do you have an offer code?" and add it to your order.
I have two promo-codes, can I use both on one order?
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.
I have a gift voucher, how do I use this?
To redeem your gift voucher, you will need to enter it at the basket stage in the order summary "Do you have a gift voucher?" and add it to your order.
How do you keep my information safe?
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.
How do I check that an item is in stock?
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.
The item I ordered isn't in stock. What will happen?
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.
Why have I only received part of my order?
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.
If my order is despatched in two parts, will I be charged twice for delivery?
For each order you will only be charged once for delivery, regardless of how many packages are sent.
What if I am not present when my order arrives?
Parcels are sent via Evri 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.
The simplest and most convenient way is to use a Pre-Paid Royal Mail returns label for just £2.50, which you add to your order in the checkout.
If you have purchased a Royal Mail returns label when placing your order, simply complete your returns slip, attach the returns label to your packaging and drop your parcel off at your nearest Post Office, then sit back and wait for your refund/exchange.
*You have 28 days to use your pre-paid returns label from date of purchase. Pre-paid returns labels are only valid in the UK.
What happens if I do not like the items or they do not fit?
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. We now offer Pre-Paid Returns via Royal Mail. You can purchase this at the delivery stage of checkout for £2.50. We will enclose the Pre-Paid label with your order, this will be separate to your invoice so please check all the paper work in your parcel.
How do I return/exchange my item?
To return or exchange your item, 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. If you have purchased a Royal Mail Pre-Paid Returns Label with your order this will be separate to your invoice so look out for any lose paper in your parcel.
Simply write following address on the parcel or use the sticker on the invoice and attach the separate pre paid returns label. If you did not purchase this when you made your order you can send your parcel back via Royal Mail at your cost.
PO Box 434
How long do I have to return my item?
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.
How much does it cost to return goods for an exchange or refund?
If you purchase our Royal Mail Pre-Paid Returns label at the time of placing your order, the cost is £2.50. Alternatively you can send it yourself (e.g. via Royal Mail from the Post Office) and the cost will depend on the size and weight of the garment/s. To get the cheapest rate, use the small parcel size if possible.
I have received a Pure Collection garment as a gift. Can I return it?
Yes you can, within our normal 28 days exchange policy. Sale/OUTLET purchases must be returned within 14 days of dispatch.
How can I get a refund on my item?
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.
If I request a refund, how soon will I be reimbursed?
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.
Can I pay with PayPal?
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.
When will I be charged for my goods?
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.
What are your gift voucher terms and conditions?
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.
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.
How do I use an offer code online?
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.
Can I use two offer codes at once?
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.
Can I use offer codes on sale items?
Some offer codes can be used on sale items and this will be specified in the terms and conditions of each promotion.
Pre-orders are a convenient way for customers to order new products ahead of their delivery dates.
What does pre-order mean?
If an item is on pre-order, we have the delivery booked but the shipment has not yet arrived in our warehouse. Payment will be taken at the time the order is placed. The product will be sent to you as soon as we have received it. Look out for this information on your confirmation email or when selecting the garment. Please note the dates could be subject to change, if this does happen we will notify you via email.
How will I know if an item is on pre order?
When you click on the required size of an item, if it is on pre-order a message will appear saying ‘Dispatching by:’ and the date it will be sent out by.
When will the product be dispatched?
In most cases, the product will be dispatched by the date displayed on the website. However, delays out of our control do sometimes occur but we will endeavour to get your order to you as soon as possible.
When will my payment be taken?
Payment will be taken at the time the order is placed.
What if only some products from my order are on pre-order, and others are in stock?
The products which are in stock will be dispatched immediately (if they are above £25) and the items on pre-order will be dispatched separately at a later date when we have received the stock. There are no additional shipping costs for this. Any items in-stock which are below £25 will only be sent out once we have received stock of the pre-order item.
Can I cancel my pre-order item?
Yes, if your order has not been dispatched yet, you can ring our customer service team on 01444 587 911 to cancel it. We are open 24 hours a day, seven days a week. You will receive a full refund.
Can I alter anything about my pre-order, e.g. size, colour, shipping information?
Yes - if your order has not shipped yet, you can amend it by ringing our customer service team on 01444 587 911.
How will I know when my pre-order has shipped?
You will receive an email notification when your order has been shipped.
What happens if I pay for express shipping on my pre-order item?
If you select express shipping at the checkout, your order will be sent via express delivery by the date listed on our website (after we have received the stock).
How do I update my details?
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 01444 587 911.
How do I unsubscribe from your emails?
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].
How do I opt out of mailings from other companies?
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].
How do I unsubscribe from your catalogues?
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.