WELCOME OFFER: 15% OFF on your first order with the code WELCOME¹

Our FAQs

If you have any question, concerns or issues, the Puressentiel team would love to help you. Click here to browse through these FAQs to find answers to commonly raised questions about Puressentiel.

1. I’ve forgotten my password – What do I do?

All you need to do is click on Forgotten password and enter your email address.

You will receive an email to change your password. If you haven’t received any email, please check your junk mail folder in case it’s ended up there.

2. Are my personal details safe with Puressentiel?

All of your personal information is strictly confidential. Intended for internal use, they will be only used for the delivery of your orders or to bring you a better experience on our website. Regarding your bank details, please know that they are encrypted in SSL mode and will never be kept on the site.

3. There is an error on my order, what should I do?

For any incorrect order placed on Puressentiel.com, you must notify us within 24 hours of receipt via our contact form, please select "My order". We will then proceed to the regularization of your order.

4. How do I report a faulty product?

For any order on Puressentiel.com, you must notify us this within 24 hours of receipt via the contact form of the site, please select "Product Complaint".

5. How to track my order?

To track your order, simply go to your "My Account" area in the section "My Orders". You will also receive an e-mail with a tracking number once your order is shipped. It will allow you to track your package directly on the carrier's website (depending on the chosen delivery method).

6. Can I cancel my order ?

Once validated and paid, it is not possible to cancel your order. We advise you to send us email to info.uk@puressentiel.com and return the package immediately upon receipt so that we can refund you as soon as possible.

7. Where can I find my order number?

Your order number is in your order confirmation email, as well as in the "My Account" area in the "My Orders" section.

8. Has my order been validated?

Once your order is validated, you will receive a confirmation email. In case the email does not appear in your inbox, we invite you to check your junk mail in case it’s ended up there. It is then your responsibility to keep this email with your order number.

9. Can I order by phone?

Our customer service is not authorized to place an order for you. Our customer service can, however, assist you during your navigation on the website and in particular when placing your order. To facilitate the process, please be sure to have your payment method ready.

10. Do I need to create an account to place an order?

You can place an order without creating an account. You will only be asked for your email address, which will allow us to keep you informed of the follow-up of your order. In order to facilitate your future visits on our site, we advise you to create a customer account. This will only take a few minutes and will make your next orders easier. You will be able to record your different delivery addresses and track your orders directly from the website. Rest assured, we will never share your personal information, it is strictly confidential and will be used exclusively by Puressentiel's internal services.

11. How to place an order?

Select your articles by clicking on them, select the desired quantity and add to cart. Once all your items added to the cart, go to your cart and click "Buy" Create your account, login or continue without creating an account. Select the desired delivery method. Make your secure payment.

12. How to use a voucher code?

Vouchers codes can be entered at the “My Basket” stage of your order by entering your promotional code into the “Voucher code” box. Enter the voucher code and click on apply. The voucher code is automatically taken into account. If you are having trouble using your code, make sure you enter the codes as it appears on the offer as they are case and space sensitive. You can also check that the conditions of application of the voucher code are respected, namely: deadline of the offer, minimum amount to be eligible, etc.

13. What payment methods do you accept?

We accept all major credit and debit cards including VISA, Mastercard, Maestro.

14. What if my payment was declined?

When you place an order, if your bank refuses the payment, you are redirected to the step before the payment with an error message. The transaction is not made and the order is not taken into account as long as you do not land on the order confirmation page.

15. Is the payment secured?

Your online payment is 100% secure thanks to our HTTPS certification and our recognized online payment solution: Stripe. Your bank details are encrypted using the SSL protocol and are never stored on our servers.

16. Are the offers on the Puressentiel website valid in pharmacy and drugstore?

The offers on our e-commerce website and by email via the newsletter are valid only on the Puressentiel.com website unless otherwise stated.

17. I forgot to add my voucher code

You can only add Voucher codes at the time of placing an order. However, the code is still usable on the site under the defined application conditions.

You have a question ?

We would love to help you. Contact us.

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