Frequently Asked Questions

Have questions? Read some of the most common answers here. If you still have a question please contact support here.

ORDERING

We realise that some people are concerned about buying online but you can rest assured that all transactions processed on our website are 100% safe and secure.

We process all payments using renowned third party processors like Stripe, Paypal and Google Pay and your personal data is kept 100% secure at all times.

Our website accepts all major debit and credit cards including Visa, Mastercard, American Express and Discover. We also accept Paypal and Google Pay. All transactions are 100% safe and secure.

Yes. We're so confident that you'll love our products that we're willing to stand behind them with a 60 day 100% satisfaction guarantee.

If the product doesn’t meet your expectations, simply send the unused bottles back to us for a full refund. No questions asked.

Full details can be seen here on our returns page.

Please contact customer services ASAP if you have made a mistake during the ordering process such as an incorrect delivery address or items ordered.

We aim to dispatch all orders as quickly as possible (usually within 24 working hours) so the quicker you contact us the more chance we have to fix things before your order is dispatched.

Please note that orders are dispatched to the delivery address you provide and so you are responsible for providing us with the correct delivery address.

We do offer discounts and promotions from time to time and you can save 10% off your first order with us by signing up to our email newsletter at the bottom right of our website.

You can also follow us on Instagram and Facebook where we also post details of any current promotions and sales.

We realise that sometimes things just don't work out.

If you decide that a product isn't for you then all we ask is that you please reach out to our customer support team at support@purolabs.com who will issue a returns number and provide further instructions for your return.

Please note that you must contact us first before returning any items back to us.

You can read more about our returns policy here

Please do not send items back to us without contacting us first or your return will not be accepted.

All of our products are only sold exclusively on our website at this time so the only place you can purchase them is right here.

Our products aren't available to purchase via high street retailers or Amazon at this time.

If you plan on taking the product long-term you will save money by taking advantage of our special 3 and 6 bottle discounted packages which can allow you to save as much as 60%.

These allow you to stock up for the long-term without the worry of increasing prices, products going out of stock, or having to pay additional postage fees later on.

You’re also still completely protected by our 60 day 100% satisfaction guarantee.

Unfortunately we only accept orders through our website at this time and we are unable to provide phone support currently.

We understand there can be a concern about shopping online but we can assure you that our customer’s security and safety is a priority for us.

Buying from our website is 100% safe and our shopping cart is verified by numerous 3rd party security verification systems so you can rest assured that your information is 100% safe and secure at all times. 

We provide all customer support via email and you can contact our friendly and responsive team by emailing us at support@purolabs.com

All prices shown on our website are inclusive of VAT.

You will receive a VAT invoice after you place your order.

DELIVERY

We usually dispatch all orders within 24 working hours after they are placed (but please allow up to 48 hours) depending on stock availability. Please note that if you order over a weekend your order will not be dispatched until the following Monday.

We will send you a dispatch confirmation email when we have sent your order.

When your order is dispatched we will send you a dispatch confirmation email with a tracking number so that you can follow the progress of your delivery. If you haven't received your dispatch confirmation email please get in touch.

99% of orders usually arrive within 2-3 working days after they are dispatched.

If your order hasn't arrived after 5 working days have passed since you receive your dispatch confirmation email then please get in touch with us and we'll investigate this for you.

We are currently only shipping orders within the United Kingdom at this time however we are looking at changing this in the near future. Please check our website shortly for further updates and we appreciate your interest!

We currently dispatch all orders via Royal Mail on a tracked service.

Postage is always fast and 100% free on all UK orders - regardless of order size.

99% of orders arrive within 2-3 days after dispatch but it can sometimes take a little longer so please allow up to 5 working days for your order to arrive before contacting us.

You can track the progress of your order with Royal Mail using the tracking link provided in your dispatch confirmation email.

If your order has still not received your order after 5 working days have passed then please email us at support@purolabs.com and our team will investigate.

PRODUCTS

Our products are made in the United Kingdom to the GMP code of conduct.

We source only the highest quality global ingredients for our products and we are continually updating our product range to ensure that only the highest quality ingredients make it into our products.

None of our products contain gluten, wheat or dairy.

This makes them suitable for those with intolerances such as lactose intolerance, or those suffering from coeliac disease.

Our capsules are all made from 100% vegetable cellulose which is a natural plant fibre. This makes our capsules vegan-friendly.

We always aim to make the vast majority of our product range suitable for vegans whenever we possibly can.

However there are some notable exceptions where this isn't possible such as Omega 3 and Collagen. Please check the individual product page for confirmation.

Unfortunately all of our products at this time are intended for adults aged 18+ and so are not suitable for children or teenagers.

We care deeply about our impact on the planet and strive to minimise wastage.

We dispatch all orders in unique, eco-friendly, flat recyclable packaging which keeps waste to a minimum and fits easily through your letterbox.

Our bottles are made from HDPE High-density polyethylene and our lids are made with PP Polypropylene which are both recyclable.

Other packaging materials that we use are also fully recyclable.

We never test on animals and we do not work with any manufacturing partners who do so on our behalf.

Yes all of our products are free from genetic modification and do not contain any ingredients that are derived from GMOs.

Good manufacturing practice (GMP) standards are a strict code of conduct that manufacturers adhere to when manufacturing food supplements.

They state that products must:

- Be of consistent high quality

- Be appropriate to their intended use

- Meet the requirements of the marketing authorisation (MA) or product specification.

More information can be found regarding the inspections and checks carried out for GMP standards can be found here.

PUROLABS

Our main office headquarters is in Clapham, South London and our team are based throughout the UK.

We also work with various fulfilment and manufacturing partners based throughout the United Kingdom.

You can unsubscribe from our emails by clicking the Unsubscribe link at the bottom of one of the email newsletters you receive from us.

Please note if you have subscribed to different campaigns you will need to email us on support@purolabs.com and we will totally unsubscribe you from all email marketing.

Once your request is processed, you will not receive any further email correspondence from us in future.

Yes you can sign up to our email newsletter by visiting the bottom of our homepage and entering your email address. This will also give you 10% off your first order with us.

You will need to enter a valid email address into the box in order to sign up.

Our Puro Points rewards scheme allows you to earn rewards points on your purchases which you can use for discounts, savings and promotional bonuses. You can find full details here

Our referral scheme allows you to introduce friends and family to Purolabs and both save money off your next order. You can find the full details of this program here