This is a short list of our most frequently asked questions. For more information about PURE Apparel, or if you need support, please contact us at csr@pure-apparel.com  


PRODUCTS

How can I find the right size and fit?
Yes, please view our full size guide.

Do you cater for all bust sizes and would I need to wear a bra if a top has built in support?
We cater for both the big and smaller busted ladies. There are styles and sizes to suit both. Some of our technical tops come with hidden support but we recommend that you also wear a sports bra if you are above a C cup. Our sports bras go up to an F cup and have different impact levels depending on your size and the type of exercise you are doing.

How do I wash your clothing?
In general we suggest to wash in cold water with like colours and no towels and then hang dry or tumble dry low. You can refer to our care guide for more detailed instructions. You should also read the care instruction labels, which are attached to all of our apparel. 

What fabrics do you use?
All of our apparel is made with high quality technical fabrics designed for active users. We employ experienced fabric specialists, who travel the world searching for new performance fabrics to enable us to improve our products. 

Why are some products out of stock?
We aim to provide sufficient stock to meet the needs of our customers but many of our items are seasonal and therefore stocks may be limited. Our system will not allow you to order items that are out of stock.

What length are the short, regular and long legs?
Short length is approximately 29.5” (75cm), regular length is approximately 31.5” (80cm) and long length is approximately 33.5” (85cm). See our size guide for further advice. Please note that these are approximate lengths only and, there are slight variations dependent on the size that you order.

ORDERING

How do I shop on www.pure-apparel.com  
You can browse products on the homepage or by clicking the links in the navigation bar: Tops, Bottoms and Accessories. You can also conduct an advanced search by typing the desired product name in search box.

How do I place an order online?
Once you have found the item you wish to purchase. Select your colour and size, and then click "add to cart". Click on your shopping bag icon on the right upper corner to review your selection or remove any items at any time. Click "proceed" to checkout to complete your order. If you experience any difficulties placing an order online, we also offer phone support. Please contact our customer service team. 

I’ve forgotten my account password. What should I do?
When asked to sign in to your account, under password box click “forgotten your password”. Enter your email address and we will send you instructions on how to reset your password.

Can I place my order over the phone?
Yes, please contact our customer service team at +852.3691.3986 for US and Canada customers please call our toll-free 1.888.225.2280. You can also email us your contact information to csr@pure-apparel.com and we will contact you. 

Can I add to my existing order once checked out?
Unfortunately this is not possible. You will need to place a new order.

Can an order be cancelled before it is dispatched?
No

How will I know that my order was accepted?
After you submit your order you will receive an order confirmation email stating that your order has been accepted and is being processed.

How do I use an offer/discount code?
To use a valid promotional/discount code you can enter the code into the promotional code box on the checkout page and select apply to ensure that your promotion or discount has been applied. 

How do I track my order?
Once your order is dispatched, you will receive a shipping confirmation email with your tracking number, you can click on the track number and be directed to our courier's web page where you can track the shipment of your order. Alternatively, you may also login to your account to view your order status. 

What if the product or size I want is out of stock?
If the product or size you want is out of stock, please contact our Customer Service team to find out if and when stock will be replenished.


ONLINE GIFT ORDERS

Can I order a gift online?
Yes, ordering a gift online is easy. Simply make your selection and proceed to checkout. In the first page of the checkout, you can select a small or large gift box at a certain price. The gift box option includes a personalised note, simply write your message in the message box and we will have it print on the note card for you. 

Can online gifts be return or exchanged?
Yes. The person receiving your gift may exchange the item for another size. To return the gift for another item, please contact our Customer Service team.


PACKAGING

How will my online order be packaged?
For non-gift orders, your order will be packaged in a courier plastic bag or courier box, wrapped in a tissue-paper. 


PAYMENT

What payment methods do you accept?
We accept Mastercard, Visa, American Express, and PayPal. All these payment will be processed through our secure payment portal.

Is it safe to use my credit card on www.pure-apparel.com? 
Our payment processes meet the most stringent international security standards set by the payment card industry.

When will payment be deducted?
Payment is usually deducted from your card when you place your order online.

What about international taxes and duties?

You are responsible for any international taxes and duties. We deliver DDU (Delivery Duty Unpaid). We are not able to supply an estimated cost because duties and taxes vary by country and by what was ordered. Please contact the customs office in the destination country for information about any applicable duties or taxes. We are required by law to disclose the full value of the package contents and cannot alter this value. If an order is placed on www.pure-apparel.com and then refused, you will be responsible for the original shipping costs, as well as any duties, taxes and/or customs charges that were incurred in shipping the package. If you have any shipping questions, please contact our Customer Service team. 


RETURNS AND EXCHANGES

Can I return an order I have purchased online?
You may return the items purchased online within fourteen (14) days of receiving them. All return items must be unused, unwashed and in their original condition and packaging with product tags attached. Please refer to our return policy for return instructions. 

Is there a deadline to return or exchange goods purchased online?
You may return or exchange items purchased online within fourteen (14) days of receiving them. Sale merchandise, purchased online or in store, cannot be returned or exchanged. Please refer to our return policy for returning instructions. 

Can I exchange PURE Apparel online purchases at Pure Retail outlets? 
Currently, returns or exchanges for items purchased online must be processed via our online customer service team (contact email: csr@pure-apparel.com).

Will I be fully refunded if I return my order? 
Once your returned product is shipped back to us, we will review the condition and our customer service team will contact you regarding your refund. 

How long does a refund take to process?
Once your refund is issued, please allow 1-2 billing cycles for the refund to appear on your credit card statement. All refunds will be made to the original credit card used for the purchase. It is the customer's responsibility to contact their credit card company to follow up on the credit if it does not appear on the billing statements.