Purchases made between Monday 9th October 2023 and Friday 8th December 2023 will have an extended returns period until Friday 5th January 2024. Purchases made from Saturday 9th December 2023 are applicable to our standard return policy. Extended returns period excludes outlet styles and Friends of roducts. Normal exclusions and conditions apply.
Extended returns period excludes outlet styles. Normal exclusions and conditions apply.
Standard Tracked - $12 (FREE over $200)
Service: 5-10 business days from despatch
What if I'm not in when my package is delivered?
Most Pure Collection packages are sent via USPS and will fit into a mailbox. If the package is too big, and no-one is home, the mailman will leave it outside your house. USPS deliveries can also be sent to an alternative PO Box address. If your parcel weighs more than 2kg we may send it via DPD. If you miss your package DPD will leave a card so you can arrange a more convenient delivery time.
More shipping information
All shipping times are estimated, Pure Collection cannot be held liable for any delays that may occur which are outside our control.
You are responsible for checking import thresholds or duties for your shipping address before placing an order. It is also your responsibility to ensure any products you order comply with all laws and regulations of the destination country or region.
Pure Collection is not liable for any duty and tax charges. Please note, customs policies vary widely from country to country. We recommend you contact your local customs office for further information.
We believe that each and every piece purchased from Pure represents value for money and will perform to the standard you have every right to expect. If you're not entirely happy then neither are we.
Return your item(s) via our online portal
Please process your return via our easy-to-use online portal. You'll need your order reference, email address and a printer to use this service.
Once you've registered your return simply drop your parcel off at the nearest post office.
This service makes it cheaper to send parcels back to the UK and takes the hassle out of returning items back to us.
28 Days* to return your items
You may request an exchange or refund within 28 days of receipt of your order from Pure Collection. 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.
*For Sale & Clearance items, this period is reduced to 14 days.
Do I have to pay for postage?
Customers returning items are responsible for any postage charges incurred.
How much does it cost to return Pure Collection goods for an exchange or refund?
Via our online returns portal it is $8 to send your return back to us in the UK.
Via your local USPS postal office 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.
We are unfortunately unable to offer free return postage. If we did this, the price of our garments would have to increase.
How to pack my return?
You can re-use the bag which your items were sent in. Simply write your request on the statement you received with your goods and send it back to us. The bag should have a tape that you can re-use.
If you don't have the pack that the items arrived in, you can use any other packaging, as long as it provides good protection of the items within.
I don't want to use the online portal - UK returns address
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
How can I get a refund on my item?
To request a refund on your item, simply select that you would like a refund for that item on our online returns portal.
If you cannot register your return on our online portal for any reason, our helpful customer service team is happy to advise.
Alternatively you may simply return your item 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.
No cash alternative will be given.
How can I exchange an item?
To exchange your item, please select the Exchange option on our online portal and let us know if you would like a different size/colour/garment.
If you cannot register your exchange on our online portal for any reason, our helpful customer service team is happy to advise.
Alternatively you may simply return your items to us along with your returns form. 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.
What happens if I return an item from a multi-buy offer?
Items purchased within a multi buy offer can be exchanged for another item which forms part of the same multi-buy offer.
Items from multi-buy offers cannot be refunded individually, you must return all items in that offer for a full refund.
Faulty Garments
In the very rare occasion a garment is found to have a manufacturing fault, it will be exchanged or your money refunded, providing it is returned within 6 months from the date of purchase. Your statutory rights are not affected.
Pure Collection cannot be held liable for any washing errors or detergent damage.
All of our products are lovingly designed, packed and shipped from Burgess Hill, England. Our cashmere garments are made to the highest standards in Inner Mongolia (China), the home of our goats, with the ideal climate to grow the densest, finest cashmere in the world. Our other garments are carefully sourced and crafted in the United Kingdom (Great Britain), Bulgaria, Lithuania, Portugal, Romania, Tunisia and Turkey. We regularly visit our factories to ensure that they are high quality, safe places and that they adhere to high ethical standards.