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Frequently Asked Questions

Accounts and Order

There are 3 main benefits of having an account with us:

1. You can purchase again swiftly the next time you want to buy with us 

2. You earn points with our PureRewards scheme

3. You can track deliveries and have all your order history in one place

Yes absolutely! Although if you make an account with us, you will be able to earn reward points

Yes you can! All you have to do is send us a message via contact us page to create an account. We will send you an account creation email, all you have to do is follow the link and your account will be created where you can see all your purchases

PureRewards is a FREE to join rewards scheme where you can earn points every time you make a purchase on our website. Simply sign up to the programme by clicking on the blue widget in the bottom left-hand corner of the page! Alternatively, just make an account when prompted while placing your order and the points will be automatically credited to your account. 

Click here to find more.

Whilst we aim to ship all orders placed before 2pm on the same day via Royal Mail, there may be up to 24 hours delay in posting your parcel during busy times. Orders are posted via Royal Mail 1st class non-tracked delivery for UK addresses and airmail for all non-UK addresses. For international deliveries, PureXtracts is not responsible for any customs and duties levied by your respective country, although all packets are marked as gifts when posting.

Shop with complete peace of mind! You can return our products within 21 days of order date. Products should be unopened and in original sellable condition. Just contact us if you want to return and we will send you instructions on how to return back to us, Unfortunately we don't refund postage cost. 

The best way to get into touch with us is via contact us page or via Live Chat (box on bottom right of your screen). We aim to reply within few working hours.

In order to keep our overheads down (and therefore keep cost of the products low) we don't have a phone number to call but if you wish to speak with us, just send us a message with your phone number and someone will call you! 

Product and Usage

Whilst the ingredients in our products are known to have medicinal healing and health benefits, we are unable to advise you about specific medical conditions. The information about our different oils and dry extracts is for information and interest only. It is not intended to offer professional medical advice or treatment for any condition. You should not use our site or advice within to treat health conditions or to self-diagnose. We recommend that you consult your GP or other medical professional if you have any health concerns whatsoever.

Pregnancy. Herbs and spices could have some effects and may cross through the placenta to the baby, affect hormonal balance or stimulate early labour. It is always wise to talk to your midwife, doctor or other healthcare provider before using our products whilst pregnant.

Nursing. Any herbs, spices or extracts a nursing mother takes may pass through her breast milk to the baby. Babies are much more sensitive to herbs than adults. We recommend talking to your midwife, doctor or other healthcare provider before using our products whilst nursing as herbs and spices extracts could have a stronger or different action on babies and small children than on adults.

Yes. We believe that whatever you put in, and on, your body should be as pure and 100% natural as possible. All PureXtracts products are 100% natural, gluten free, dairy free and suitable for vegans.

Yes. All our oils are 100% pure and natural, they are completely safe to apply directly to the skin. They are suitable for all skin types. However, if you have any concerns, you should consult your doctor or other medical professional before using our products.

Our extracts are very pure & concentrated so you will find you need less of them versus traditionally dried herbs & spices. As a rough guide, you should be using anything between 1/8-1/4 teaspoon of our extracts per person per day. If you are adding our extracts in a large dish you are making for your family then adjust the quantity as per the size of the dish

All our products are 100% pure and natural, and can be used any time of the day and as many times as you like. As a guide, you can take our extracts once a day with your favourite food or drink or with just plain water. With our massage oils, you can apply it as often as you like but make sure you use it sparingly as a small quantity goes long way! 

Our extracts are uniquely formulated at a very low temperature and therefore we are able to preserve majority of the bioactive compounds, flavours & aroma in our extracts. When you put boiling water on top of our extracts (or as a matter of fact on anything) it will likely kill most of the goodness. Hence we recommend not to pour boiling water on top of our extracts. You can add them to tea or coffee but wait until it is drinkable and then mix it!

Yes you certainly can. But as much as possible add them at the end of cooking process so that you preserve all goodness, flavours & aromas.

Everyone’s body type is different and therefore some people may need to use more than others. It also depends what you’re using our products for – applied directly to the skin, in a bath or even in candle burner. Our products are very pure so you will find you need less of them than you might find with similar products from other companies.

Dry Extracts. All PureXtracts Dry Extracts come with a best before date printed on the packaging. Because our products are so pure, you won’t need to use very much at a time, so they will last a long time.

Turmeric Massage Oils. The viability/freshness or shelf life of our turmeric massage oils is influenced by several factors including plant type, production date, and handling and storage (ours and yours). As a guide, they should last for up to 1 year or even longer if stored correctly.

PureXtracts massage oils and dry extracts should be stored away from direct sunlight and heat sources, in the original packaging they were supplied in. Refrigeration is not necessary. Keep the oil bottles with caps on. The less you expose your oils to air, the better, as oxygen could lead to oxidation in pure oils.

Yes. Our Dry Extracts come in a useful, resealable and 100% recyclable packet. They’re also dishwasher safe too, so once you've finished the contents, you can wash it out and reuse it to store something else! Our oil bottles are also 100% recyclable.

Subscription

Our simple subscription service ensures you never run out of your favourite products. You'll save 20% on every order and you can pause or cancel any time.

Click here read more about how it works.

You can access your Customer Portal through your Shopify account login. If you have not registered an account, you will need to create an account using the same email address used at checkout. Once your account is registered, you can login and access your Customer Portal by clicking on the Manage Subscriptions link.

Alternatively, you can access your account using the Customer Portal direct link. This link is normally sent in your Subscription Confirmation email and your Upcoming Order email. 

In the Billing Information tab you'll find the current method of payment along with the current billing address. However, this is not the same as the shipping address. You would edit the address in this section if your billing address has changed or if you need to update your email address.

In the same section you can update your credit card details

Absolutely! You may add as many products as you’d like to your subscription.

Yes you can mix one-time purchase and subscription in the same order! Just opt for one-time purchase when selecting the product.

Absolutely! We recommend using your products every day to maintain levels of the active ingredient in your body. If you would like to take more or less you can easily adjust the amount and frequency of each order via your online account. Just log in by clicking ‘Account’ in the top navigation bar of our website, then find the correct product and click ‘Edit my subscription’.

Yes you earn points on subscription too, giving you double savings!

Your first subscription order will be sent Royal Mail 1st Class, so you should receive your delivery in 2-3 working days. Subsequent packs will be sent 1st Class but are timed to ensure you never run out. If you live outside the UK your delivery is likely to take longer.

Absolutely! However, you should be aware we only currently offer free shipping for orders over £30.

In order to cancel your subscription, you will first need to log in to your account. Within the Subscriptions tab, click the Cancel link next to the subscription order you would like to cancel. On the following page, you will be prompted to enter a cancellation reason. 

Reseller

If you love our products and want to sell them further on to your friends & family (and make some money too!), all you have to do is send us an email via contact us page with your contact details and someone will call you back to discuss. 

Our MOQ & standard terms and condition will apply.

There are many benefits of becoming a reseller with us- 1) Earn money- you will buy products at wholesale prices and sell at retail prices. 2) Be first to try our new products and services. 3) Buy products for yourself at wholesale prices. 4) Flexible ordering policy means there is less chance for you to have dead stock 

You will get full support from our teams to be able to sell to your friends and family including regular phone coaching, marketing material like brochures, leaflets, signs, etc. 

Disclaimer

The information provided in our various listings is general in nature and for informational purposes only. It is not meant to substitute the advice provided by your own physician or other medical professional. None of these statements are a recommendation as to how to treat any particular disease or health-related condition. If you suspect you have a disease or health-related condition of any kind, you should contact your health care professional immediately.

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