Customer Care

Frequently Asked Questions  

Q: When will my order ship?
A: Your Final Restock order will begin shipping Monday, 10/5/2020.  Orders are shipped Monday through Friday only, excluding federal holidays in the United States and Canada. Most orders shipped via Ground Service. Overnight and 2nd Day orders also will not ship until Monday, 10/5/2020. PÜR cannot accept responsibility for lost or stolen packages.

Q: Can I use an Online Promotion Code for this restock?
A: We're sorry. Promotion Codes are not applicable towards this restock. 

Q: What Is Your Return/Exchange Policy?
A: Every PÜR purchase includes a 30-day money-back guarantee of the purchase price (excluding shipping and handling), so you can try PÜR risk-free. Visit purcosmetics.com/shipping-and-returns for details on how to initiate a return or exchange.

Q: Do you accept international orders? 
A: Yes! The countries we ship to include: Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Great Britain (UK), Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, New Zealand, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden. Please note that you are responsible for all duties and taxes.

Q: How can I guarantee I will receive this restock? 
A: When we ordered the stock for the presale we added additional limited quantities of the palette only and once they are gone there will not be another restock. 

Q: When will my card be charged? When will my order ship? 
A: Your card will be charged as soon as you submit your order. Due to the high demand, orders placed on purxrawbeautykristi.com will begin processing between 4-10 business days; this does not include shipping and transit times with the package carrier. Delivery date depends on your location and preferred shipping method. 

Q: Will I receive an order confirmation once I submit my order? 
Yes! If you do not receive a confirmation email, please check your spam or promotions folder. 

Q: I was not able to receive the last launch, am I guaranteed to receive this one? 
A: The PÜR x RawBeautyKristi palette is available on a first come, first serve basis. There will not be another restock once the final restock sells out. 

Q: I am still having issues with my order from the first launch (and presale) what should I do?
A: Rest assured any orders that were successfully processed on the launch and presale have shipped, please check your email for confirmation. If you are still having issues please contact customerservice@purcosmetics.com 

Q: Will this collection be available at other retailers? 
A: The palette and lashes will be available online at ULTA on 9/28. Please note, there will be VERY limited stock. The collection will not be available on PÜR’s UK site, but UK residents are welcome to purchase on purxrawbeautykristi.com

Q: Will the phone lines be open during the Final Restock? 
A: Our customer service team by phone at 1-866-787-0022 or email customerservice@purcosmetics.com Monday – Friday from 9am – 5pm EST. 
Emails will be answered in the order of which they were received. 

Q: Will there be another PÜR x RawBeautyKristi restock? 
A: This is the final restock and when the units are gone, they are gone

Q: What if I haven't received my order from the presale restock? 
A: We want to confirm that ALL orders have SHIPPED, and they will be getting to you VERY soon! Should you have any further issues with your order, please reach out to customer service and make sure that the email you are checking is the email used when you placed the order and check your spam and promotions folders if you have not received tracking.