FAQs / Contact Us

 Hopefully, you'll find the answer you need from the information below, but if you need a little help or assistance, or just want to stop by and say hello, please feel free to contact us.

GENERAL INFORMATION

SIZE GUIDE
You can view our size chart here: https://pureroselingerie.com/size-guide
ITEM OUT OF STOCK
Please contact us through on our Contact Us page if an item you're looking for is out of stock, we’ll happily let you know when we expect it to be back in stock. We’re constantly striving to ensure all our items are in stock, so we do not expect this to be the case. It’s also worth signing up to our newsletter to receive the latest product news and offers.

Orders

What's my order status?

If you have a pureroselingerie.com account, you can log in and view your order status at any time. It typically takes 1-3 business days for an order to ship on standard delivery. If you checked out as a guest, you’ll receive an email confirmation once your order has shipped. If you need further assistance, please email us at [email protected].

I want to change/cancel my order
We may be able to make changes to your order once you’ve hit the ‘place order’ button, this includes the following:
  • Changing the item or size
  • Delivery/billing address

Please email us [email protected]

*If your order has already been processed, we cannot be held accountable if the order goes missing. We are not liable to refund/replace this order.

You have sent me the wrong item
In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you as fast as we can.
  • Your order number
  • The name of the item you did not receive
  • The name of the item you received in its place
  • A clear photograph of the item you have received, including logo DELIVERY & TRACKING

DELIVERY & TRACKING

HOW DO I TRACK MY ORDER?
As soon as your order has been fulfilled, you'll receive a shipping confirmation email. You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, not to worry! *Please note, tracking can take around 24-48 hours to update after dispatch
SHIPPING COSTS
You view see our shipping rates here: https://pureroselingerie.com/shipping-and-delivery.
CUSTOM FEES
If you are shopping from outside of the UK, the delivery of your order may be subject to local import taxes and duties. We are not responsible for any additional taxes, duties or import fees. Please contact your local customs office for further information

Item out of stock

RETURNS & REFUNDS

RETURNS POLICY
You can view our full returns policy and how to return items here: https://pureroselingerie.com/returns-and-refunds
I HAVE RECEIVED A FAULTY ITEM
In the event you have received a defective item, please contact us immediately with the following information:
  • Your order number
  • Which item is damaged
  • A description
  • Photographic evidence
Please do not return any damaged goods unless advised by a member of our support team. If your parcel has been damaged upon delivery, please take photographic evidence and send it to us at [email protected] All claims for parcels arriving damaged must be made within 7 days of the delivery date. Unless proof of damage has been verified by a member of our support team, we cannot action a refund, credit or replacement. Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.
HAVE YOU RECEIVED MY RETURN YET?
UK Returns Depending on the service you've chosen to use to return your item(s), it can usually take up to 21 working days (excluding weekends & public holidays) to be delivered and processed by our returns team. We'll be in touch by email once the return has been processed to confirm your refund International Returns Depending on the service & country you're returning your item(s) with, it can take 21 working days (excluding weekends & public holidays) to be delivered and processed by our returns team, we will notify you by email once this has been processed.

What's my order status

ARE YOU STILL TAKING ORDERS THROUGH YOUR SITE?
Yes, we’re currently business as usual. If we cannot for any reason no longer take any orders we will inform you on the website and let you know that we are unable to fulfil your order.
ARE YOU STILL DELIVERING TO MY COUNTRY?
We're currently delivering to all countries, but you may experience some small delays. We will try our best to update you on here if we can no longer deliver to a certain country.
CAN I STILL RETURN AND HOW LONG DO I HAVE TO RETURN ITEMS?
We are accepting returns as normal. You can read our returns policy here: https://pureroselingerie.com/returns-and-refunds
CONTACT US
Have a question or enquiry? Can’t find the answer to your question?
WE'RE HERE TO HELP
EMAIL
You can contact us by clicking the link below
(We’ll aim to reply as soon as possible)
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