We want you to be happy with what you receive.
If something is not right, contact us and we will help.
Standard returns
For most standard products, contact us within 14 days of receiving your order if you would like to return it.
After telling us you want to return the product, please send it back within 14 days.
Where the law in your country gives you stronger rights, those rights will still apply. EU and UK distance-selling rules generally provide a 14-day cancellation period for qualifying online purchases.
Condition of returned products
Products must be:
unused; unworn; clean; in their original condition; and returned with their original packaging, tags and accessories.
Please try footwear indoors on a clean surface.
Personalised and made-to-order products
Products made specifically for you, including personalised, monogrammed, engraved or clearly customised products, normally cannot be returned because you changed your mind.
This does not remove your rights if the product is faulty or was supplied incorrectly. Personalised and clearly made-to-order goods are also generally excluded from the EU cooling-off right.
Damaged or incorrect order
If your order arrives damaged, faulty or different from what you ordered, contact us as soon as possible.
Please include:
your order number; a short explanation; and clear photographs.
If we confirm the problem, we will arrange the appropriate repair, replacement or refund.
Return delivery costs
If you simply change your mind, you are normally responsible for the return shipping cost.
If the product is faulty or we sent the wrong product, we will cover reasonable return costs where required.
EU guidance also allows businesses to require customers to pay change-of-mind return postage if the customer was told about this before purchase.
International charges
Import duties, taxes and customs fees paid directly to governments or other third parties are generally not refundable by Pure Purple.
You may need to contact your local customs authority about recovering these charges.
Refunds
Once we receive and inspect your return, we will let you know whether your refund has been approved.
Approved refunds will be returned to your original payment method.
Your bank or payment provider may take additional time to show the money in your account.
Start a return
Email service@purepurple.co.ke with your order number.