FAQ’s

If for some reason you need to cancel your order, then get in touch with us as soon as possible. If your order has already been processed or if the request is after 3pm then you may not be able to do so. Please email hello@purell.co.uk

If for some reason you need to amend or add an item to your order, then please get in touch with us as soon as possible. Please email hello@purell.co.uk

We endeavour to hold stocks of all our products detailed on our website and as such are able to despatch goods within 72 hours of receiving your order, once payment has been processed. Usually, if ordered before 3pm, then your order will be dispatched the same day.

We try to offer competitive postage and packing; however, our standard postage and packing terms and conditions are as follows:

  • Free if spend over is £16 or more

  • UK and NI – £4.50 as standard

We’re sorry to hear that your order hasn't arrived yet. You will have received a tracking number when your order was dispatched. Please check your confirmation email to track your delivery. If you are still having issues or your order isn't appearing, please email hello@purell.co.uk

We will use DPD or UPS to deliver our goods. You can track your parcel on their website(s) using the tracking code provided in your confirmation email. If you need help with this, please email hello@purell.co.uk

We are sorry to hear that your order isn't as expected. Get in touch with us as soon as possible with your order details and the issue. Please email hello@purell.co.uk

We are sorry to hear that you wish to return your order. We cannot fulfil returns if the items have been opened or used. Please get in touch with us as soon as possible with your order details and the issue. Please email hello@purell.co.uk

There are a number of reasons why your order may not have been accepted, usually to do with your card payment provider. Please either try again using a different payment method (such as PayPal). If this still doesn't work, please email hello@purell.co.uk

If you have forgotten your password, please click here to re-set it. If you are still having issues, please email hello@purell.co.uk

Sometimes it can take up to an hour or so to receive an order acknowledgement email. However, in the meantime, please check your spam and or junk folder as it may be in there. If after a couple of hours, if you still don't have it, please email hello@purell.co.uk