FAQs
You can email us at customer@purenacle.com where our customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
Yes
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes/cancellations within 6 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take between 2-4 weeks to arrive.
What if I don't receive my order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in £, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
How do I return an item?
Please contact us at customer@purenacle.com
What if the item(s) I received are defective/incorrect/damaged?
Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.
What should I do if I entered the wrong shipping address?
If you’ve made a mistake with your shipping address, please contact us at customer@purenacle.com within 12 hours of placing your order. After this timeframe, we may not be able to update the address.
Can I track my order?
Yes, once your order has been shipped, we’ll send you a tracking number via email so you can monitor your package's journey.
Do you offer discounts or promotions?
Yes, we often run special deals and promotions. Sign up for our newsletter or follow us on social media to stay updated on the latest offers!
What do I do if my tracking information isn’t updating?
Sometimes tracking information can take a few days to update. If it doesn’t update within 7 days, please contact us for assistance.
Do you offer pet care tips or advice?
Yes! Check out our blog or social media channels for expert tips, advice, and fun ideas to keep your pets happy and healthy.
Are your products safe for all pet types?
Yes, we carefully select products that are safe and suitable for pets of all shapes and sizes. If you have specific concerns, feel free to reach out to us.
Do you accept wholesale or bulk orders?
Yes, we can accommodate bulk orders. Please email us at customer@purenacle.com for more details.
How can I stay updated on new products?
Sign up for our newsletter or follow us on social media to get updates on the latest arrivals and exclusive offers!