Shipping policy

PureLabs ships from the Netherlands to the countries you can select at checkout. If your country is not listed, we do not ship there yet.

All orders are shipped with DHL.

• Shipping costs are calculated automatically at checkout, based on your delivery address. You always see the exact amount before you complete your order.
• There are no hidden costs: the amount you see at checkout is the amount you pay.
• Any promotion with free or reduced shipping is clearly stated and applies only for the period indicated.

• Indicative delivery times: the Netherlands and Belgium usually the next business day, other European countries usually 2 to 5 business days.
• Delivery times are indicative and not binding. Busy periods, public holidays or circumstances at the carrier can affect delivery.
• Orders placed at the weekend or on a public holiday are processed on the next business day.

• An order is only processed and shipped once payment has been received in full.
• After shipping you receive a confirmation by email with the DHL track and trace information.
• PureLabs reserves the right to refuse or cancel an order on reasonable grounds, such as incorrect details or limited availability of a product. Any payment already made is refunded in full in that case.

As soon as your order has been collected by DHL, you receive an email with a track and trace link. You can follow your parcel with it all the way to delivery. Please also check your spam or junk folder if you have not received this email within one business day of your order.

• DHL delivers to the address you provide. If you are not at home, the parcel is offered to a neighbour or taken to a DHL service point nearby.
• The risk of loss of or damage to the products lies with PureLabs until the moment of delivery to you or to a person designated by you.
• If a parcel is taken to a service point and is not collected within the applicable period, it is returned to PureLabs. We reserve the right to charge return costs in that case.

• Did your parcel arrive damaged? Contact us within 48 hours at hello@try-purelabs.com and include clear photos and your order number.
• Does track and trace say your parcel has been delivered, but you have not received it? First check with your neighbours and at any service point, then contact us.
• We investigate every delivery complaint together with DHL and arrange an appropriate solution.

• Please check your address details carefully before you complete your order. We are not liable for delay or non-delivery caused by an incorrect or incomplete address.
• Is your address wrong? Contact us as soon as possible after your order at hello@try-purelabs.com. If the order has not yet shipped, we will amend the address where possible.
• If a parcel is returned to us because of an incorrect address, we will contact you about a new shipment. Any additional shipping costs may be for your account in that case.

Do you have a question about the shipping or delivery of your order? Contact us at hello@try-purelabs.com, preferably quoting your order number. We reply within 2 business days at the latest.