faq.

Foire aux questions

PURE BY SWITZERLAND PRODUCTS

Are Pure by Switzerland products tested on animals ?


Pure by Switzerland offers its customers high quality products, security and efficiency, while respecting animals. Many years ago, and well before the implementation of European regulations concerning animal testing, Pure by Switzerland decided not to test its cosmetic products on animals. In addition, we do not test our raw materials on animals.




How can I stay updated on Pure's latest news ?


To stay up-to-date on the latest Pure by Switzerland news, we invite you to subscribe to your newsletter when you create an account. You can also subscribe by entering your email in the subscription field at the top and bottom of the website. Our newsletter gives you exclusive news, deals and expert recommendations. If you are a member of Pure by Switzerland, the newsletter also provides you with information regarding personalized offers and your status.




Pregnancy


Pure by Switzerland products are created with natural plant extracts to be safe for all. However, pregnancy is a very particular physiological state, so please contact your doctor for any questions regarding Pure by Switzerland products during pregnancy.




Expiration Dates


Pure by Switzerland products meet the extremely high quality standards set by our brand. They can be stored for three years before opening in good conditions. The indication of an expiration date or date of manufacture is not currently required by the regulations for cosmetic durability for products that can last more than 30 months from manufacture.

For products that have been opened, the regulation requires cosmetic manufacturers to indicate the "period after opening" or "PAO". The PAO symbol is an open jar graphic printed on the product packaging, which contains a number, followed by an "M" indicating the number of months a product should be used in after opening (For example, if the jar says "6 M" the product should be used within 6 months of opening).




What types of ingredients are used in Pure by Switzerland products?


All Pure by Switzerland products contain only natural and botanicals ingredients. You can learn more by reviewing the ingredients section found within each product page on the site or by accessing please complete our customer service form




How do I use Pure by Switzerland products?


Every product on this website is accompanied by application advice. Tips for each product can be found on its product page.




My question isn’t listed


If you have not found the answer to your question please complete our customer service form




For which skin types are Pure by Switzerland products adapted?


Our 100% natural products are suitable for all skin types: they are dermatologically tested, hypoallergenic, non-irritating and paraben-free.




Can you send me product samples?


Unfortunately, we do not offer product samples at this time!





PAYMENT

My question isn’t listed


If you have not found the answer to your question please complete our customer service form




Do I have to pay additional costs, VAT, customs fees?


For orders in Switzerland, Lichtenchein and the European Union. You do not have to pay customs duties or VAT. For the rest of the world, additional fees may be charged by the tax and customs authorities of your country.




Is my personal information secure?


All of the information you supply is strictly confidential. It will only be used internally by Pure by Switzerland for deliveries or customer service.




Will my credit cards details be secure?


Your credit card details are SSL-encrypted and will never be stored online or accessed without your permission.




Do I have to register on the Pure by Switzerland website to place an order?


No. You can place an order without registering on the site by using our Guest Checkout. However, registration allows you to track orders, review your order history, collect and view your reward points and place orders without having to re-enter your details. This will save time when placing future orders.




How do I pay for my order?


We currently accept payment via PayPal, Visa, MasterCard, Maestro and American Express. Please be aware that we use 3D Secure for payments.




What can I do if my payment is declined?


If your payment is declined, please contact your bank or credit card company. Authorisation is between our banking provider and your financial institution. If you encounter any difficulties, you may also contact Pure by Switzerland Customer Relations.




I placed an order on your website and never received a confirmation email


Order confirmations are sent out immediately. Our emails can sometimes accidentally go straight to your junk folder and/or may be flagged by spam filters. Please check these folders and mark us as nice monkeys instead of spam.

If you haven’t received confirmation from us, please fill out the contact page on our website and we will be happy to assist further. If you don’t know your order number, please confirm the email address and the full name provided when placing the order so that we can look into it for you.




When will my payment be processed?


Your card will be charged after your order has been successfully placed.





DELIVERY

How long does an order take to process?


We try to get to orders as quickly as we receive them and in most cases fulfill orders within 3 days, but please allow up to 7 business days for orders to be processed due to the high volume of orders we are receiving.




Where does Pure by Switzerland ship to?


We are proud to say that Pure by Switzerland offers worldwide shipping!




My question isn’t listed


If you have not found the answer to your question please complete our customer service form




Do I have to pay additional costs, VAT, customs fees?


For orders in Switzerland, Lichtenchein and the European Union. You do not have to pay customs duties or VAT. For the rest of the world, additional fees may be charged by the tax and customs authorities of your country.




I did not receive a tracking number


We assign tracking numbers to parcels right before they are shipped. As soon as your parcel is sent out, we send you a tracking notification with your tracking number for each order along with a link so you know where you can track the order. Please check if such an email is sent into your spam folder.




I want to edit my shipping address


Kindly reach out to us through our contact page and our service team will see if this can be done.

Please note that we cannot modify your shipping details once the order has been processed by our team. We also are unable to modify the route of a parcel once it has been shipped.




Do my billing and shipping addresses need to be in the same country?


For security reasons, billing and shipping addresses are required to be in the same country.




My order is missing/stolen


Have you checked your tracking information? Please make sure to check your surrounding area and with your neighbours. If you’re unable to locate your parcel, please contact us so that we can start an investigation with the courier in regards to your missing parcel. Depending on the courier, investigations can take anywhere from 5-10 business days to conclude.

Please note that any orders reported missing or stolen must be disputed within 14 days from shipment date. International orders reported missing/stolen must be reported within 21 days from shipment date. Any requests made outside of this timeframe have no guaranteed resolution.

Until a missing package has been returned to Pure by Switzerland or officially declared lost, we are unable to reship or refund the order.

We assess each report on a case by case basis. If the parcel is confirmed delivered with a Proof of Delivery (POD) or if a "Safe Place/Leave with Neighbour/Delivered with Consignees Authority" request is made with our courier directly, we are unable to issue a refund if these parcels are lost/stolen.





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