Frequently asked questions
Everything you need to know about ordering and delivery from PURE.
Do you accept custom orders?
Yes. Please email us to discuss your idea and the details of the piece you have in mind.
Where do you ship?
We offer worldwide shipping, including shipping to the United States.
Do you offer free shipping?
Yes. Worldwide shipping is free for orders over $500.
Why do you need my phone number and email address?
The shipping carrier or your local postal service may need to contact you about delivery or customs. The method of contact can vary by country and carrier.
When will my order be shipped?
Once we have the information required for shipping, orders are normally dispatched within 1–3 business days. We will send your tracking number after your parcel has been handed to the carrier.
Can I track my order?
Yes. We send a tracking number once the parcel has been shipped.
What happens if the carrier cannot reach me?
If you provide incorrect contact details, the carrier may be unable to contact you. In that case, you can contact the carrier directly and use your tracking number to find your parcel and arrange delivery.
What if I made a mistake in my delivery address?
If you notice the mistake straight away, please email us with your order number and the correct address.
If the parcel has already been shipped:
- For a minor error, such as one incorrect digit in a phone number or email address, the courier may be unable to contact you to arrange delivery. You can contact your local post office directly and use your tracking number to arrange delivery.
- For a significant error, such as an incorrect house number, street, or ZIP/postal code, the parcel may be sent to the wrong address. It will most likely need to be returned, declared again, and sent again. The buyer is responsible for the cost of repeat delivery.
Any incorrect or changed delivery details may extend the estimated delivery time.
Could the carrier ask me for personal information?
In some destination countries and customs-clearance cases, the carrier or its authorised customs broker may contact you using the details you provided and request additional information needed to clear the shipment. This may include a tax identification number or national/personal ID number. Requirements vary by country and shipment. Please provide such information only through a verified official carrier channel.
My tracking shows that the parcel is at my local post office. What should I do?
Please check whether your local carrier has contacted you by phone or email. If not, contact your local DHL/post office directly and quote your tracking number. We are happy to help if you need additional information.
When do you reply to messages?
Messages are answered on weekdays, 12:00–20:00 Bali time. Messages received outside these hours are answered during the next working period.
I cannot complete checkout. What should I do?
Please try again from an up-to-date browser or app and without a VPN. If the problem continues, email us with a screenshot of the error and we will help where we can.