Concern with my order
Once a tracking number has been provided it can take 5-7 business days (Monday-Friday) to arrive.
Order Status
We recommend checking the current status of your order by visiting the Order Status page.
Verify Address
Make sure the address on your order is correct. You can check your order confirmation email to verify the address or view your shipping address through your account.
If the order has been placed under the wrong address, we recommend reaching out to the respective carrier to reroute.
Courier Issues
Couriers can be impacted by different events in certain areas. Check for known shipping delays in your area using the links below:
UPS service alerts
Ask your household members and neighbors
Check if someone else accepted the delivery.
Receiving your latest order is always an exciting time! However, opening up your package to see it isn't what you ordered is a bit disheartening.
Don't fret! Pura will help make this situation simple and easy for you. We'll allow you to exchange or swap out the incorrect fragrance for whichever you'd like at no cost to you.
To achieve this we created a Pura Return & Exchange Portal. Click on the link to get started right away!
If you've received a package and an item from your order is missing, submit a missing item request through our Returns Portal.
To check for missing items in a set, remove the white flap on top of the fragrances, and remove all fragrances from the box to confirm item count.
Replacement Options for Damaged or Leaking Items
If any items in your order are damaged or leaking, you can easily request a replacement through our Returns & Exchanges Portal.
For more information on how to use the Returns & Exchanges Portal, please visit our Returns & Exchanges article.
You can request a replacement or refund only for the damaged items, and keep the rest of your order.
Wondering why an order was placed for you?
When you place a new order with Pura, there are two options available to complete your purchase.
Subscribe and Save
This is our default setting and provides a discount to the fragrance on a reoccurring basis. Meaning you will get charged on the same date each month.
One Time Purchase
A toggle option when selecting a fragrance. No discount is offered on this, so they go for retail pricing.
If you've already received your order, you are eligible to return/exchange the items you've received. Click on the "Returns/Exchange" button below for more info.
If you've already received your order, you are eligible to return/exchange the items you've received. Click on the "Returns/Exchange" button below for more info.
Please choose from the list below which best describes your situation.
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