At PURE KERATIN, we are committed to providing our international customers with seamless shipping options. Our default shipping service offers FREE shipping fees to over 50 countries worldwide (Australia, USA, Canada, Europe, UK, South Africa, Singapore, UAE, Middle-East Countries, Australia and New Zealand).
For faster delivery, we offer FedEx Priority Shipping at US$149.99 per order*. To use this service, simply add the FedEx shipping option to your cart before checkout.
FedEx Priority orders typically arrive within 5–8 business days. In regions where FedEx is unable to complete the final delivery stage, the parcel will be handed over to POSTNL Express or a similar local courier. If you are unsure whether FedEx is available in your area, please contact us prior to ordering.
Standard international shipping estimates range from 5 to 20 business days from dispatch.
All international orders include a tracking number, which you can follow from your My Account dashboard. Once your order has shipped, we will also email you the tracking details.
Delivery times listed are estimates. Major cities and industrial regions may receive parcels sooner, while rural or remote areas may require additional days. During high-traffic seasons (holidays, public events, etc.), shipping carriers may experience delays due to increased volume. Such delays are outside our control, and we cannot be held responsible for them.
International orders may incur customs duties, import taxes, or clearance fees upon arrival. These charges are determined by local customs authorities and are the sole responsibility of the recipient.
Important Information — Destination Postal Administration
Once a shipment arrives in the destination country, the local postal administration becomes responsible for processing and final delivery. Under Universal Postal Union (UPU) regulations, postal operators are not required to provide tracking updates for international registered mail, and the following countries have discontinued public tracking availability:
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Canada (Postes Canada / Canada Post)
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Netherlands/Luxembourg/Belgium (PostNL)
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United States (USPS)
- France (La Poste), etc..
If you require assistance with a parcel delivered within one of these regions, please contact the destination postal administration directly and provide:
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Full delivery address
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Tracking number
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Shipment date
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Sender’s carrier information
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(If emailing us) Our reference or parcel item number
To request further details about your shipment, please complete the Mail Inquiry Form provided by the destination postal service and include your tracking number for verification.
Délai d'exécution
For the quickest turnaround, we recommend placing your order before 12:00 PM GMT (London Time Zone). The handling/processing time is measured from the moment your order is placed until it departs from our warehouse.
Over 95% of items are in stock and typically ship within 1–3 business days. However, certain products may require extra processing time depending on availability, production schedules, or seasonal demand.
Paquets multiples
We strive to consolidate items into one shipment whenever possible. However, to speed up delivery and ensure availability, your order may occasionally be split into multiple packages at no extra cost.
If your order is shipped in separate parcels, they may arrive on different days. Even so, you can expect to receive all items within the estimated delivery window.
Multiple Addresses
We do not ship to APO/FPO Addresses, P.O. Boxes, or shipping addresses that are different from the billing address.
Returns Policy
In the event that you are not satisfied with your purchase, you may return your order for a full refund or exchange it for another item. Returns and exchanges are accepted within 30 days of the delivery date for orders shipped within the same shipping/delivery country or within seven days for international shipments. To be eligible for a return or exchange, the product must be in the same condition as when it was shipped, and the original box and/or packaging must be intact.
Please note that refusal of a parcel at delivery and failure to retrieve it from the post office will not be eligible for a refund.
You may return most new, unopened items within 30 days of delivery for a full refund or exchange (*same shipping/delivery country or 7 days for international shipment).
You should expect to receive your refund within four weeks of giving your package to the return shipper; however, in many cases, you will receive a refund more quickly. Please note that this time period includes the transit time for us to receive your return from the shipper (5 to 18 business days), the processing time once we receive it (3 to 5 business days), and the time it takes your bank to process the refund request (5 to 10 business days).
Please be advised that we do not process any refund requests for customs products such as special formula over 5%, OEM, Used items for hygiene reasons (Hair comb, Hair scissors, etc.)
If you wish to return an item, please contact us with your order number and details about the product(s) you would like to return.We will respond promptly with instructions for returning items from your order.If you are a professional, please inform us.
Return Policy Exclusions
Business-to-business contracts and professional purchases are not covered by the return policy. We regret that we cannot issue a refund for professional customers. Furthermore, we cannot issue a refund for customs products, such as special formulas over 5%, OEMs, etc., to particular customers.
Promotion Codes
To ensure that customers always receive the best possible prices, promotional codes must be entered and applied before checkout and payment. Once an order is confirmed, it is no longer possible to add a promotional code, issue a refund, or apply the code retroactively. Therefore, we encourage customers to thoroughly review their cart and enter their code at the time of purchase to take advantage of their preferred discount.
Giveaways Promotion
Our Buy One, Get One Free promotion is designed to provide customers with greater value for their purchases.When you purchase an eligible product, you will receive one free item as our way of expressing gratitude.To ensure fairness for all our valued customers, this offer is limited to one free giveaway per customer.This means you can take advantage of the deal once during checkout. For your convenience, the details of each BOGO offer are clearly described in the product page under the "Other Details" tab.
Privacy Policy
This policy details the manner in which we utilize your personal information. We place a high priority on safeguarding your privacy and will implement all necessary measures to protect your personal information. Any personal information received will be used exclusively to fulfill your order. We will not sell or redistribute your information to any third parties.
FAQ
How to track and trace my order online?
- You will receive a tracking number for your order after processing (2/3 business days) via email, if this email has not arrived please check your Spam folder and add our email address contact (a) pure-keratin.com to your contact.
- If you have your tracking number, copy/paste it into the search bar below:
Alternatively, visit our tracking page, and paste your tracking number into the box provided.
What can I do if my tracking number doesn't work?
If the tracking number indicates that it is currently unavailable, there is no cause for concern. Your order has been shipped, and the delivery status will be updated within a few days. Please note that tracking numbers are often only active once the item has arrived in the country of delivery.
Why haven't I received a tracking number?
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Depending on the value of your purchase and the shipping options selected at checkout, your package may not include a tracking number. In such cases, you will be informed once your order has shipped via email. Tracking is available for orders over $10.
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For further information and assistance, please visit our contact page. One of our support representatives will be available to assist you.
How long will my item take to arrive?
The shipping time consists of two sections -
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Processing time refers to the time required for order verification, product sourcing, quality checks, and packaging.Orders are dispatched from the manufacturer within 48 hours (maximum four business days) after order placement and payment confirmation.
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Shipping time indicates the duration between order dispatch from our warehouses and the package's arrival at its destination.We employ a secure checkout procedure on our website to safeguard both our customers and Pure Keratin Ltd. This security measure extends our processing time to two days, as we thoroughly verify our customers and fulfill orders.
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Following this, your package is expected to arrive within 5 to 20 business days (maximum 30 days) depending on your geographic location and the customs clearance process.
USA & Canada
Standard Secured Shipping & Insurance takes 1½ -4½ Weeks for delivery
AUSTRALIA & New Zealand
Standard Secured Shipping & Insurance takes 1½ -4½ Weeks for delivery
U.K & EUROPE
Standard Secured Shipping & Insurance takes 1½ -4½ Weeks for delivery
Others Countries
Standard Secured Shipping & Insurance takes 1½ -6½ Weeks for delivery
*Note: on purchase, the customer must accept that these delivery times are estimates only, based on the average data from 3,000+ Orders. Some orders may be faster, or slower depending on the location of recipient and the fulfilment centre used*
We utilise trusted global shipping providers through ePacket service.