Golden Friday Help
GOLDEN FRIDAY 2019
Everything you need to know about PURELEI's Golden Friday 2019 can be found here:
When does Golden Friday start and how long does it last?
Our Golden Friday starts on Friday, November 29th, 2019 at midnight and ends on Tuesday, December 3rd, 2019 at midnight.
IMPORTANT INFO FOR YOU:
Please understand that from Wednesday Evening, November 27th at 3:00 PM, we will deactivate the shopping function to our shop.
This means that you will not be able to add items to your shopping cart or pay at the checkout until Golden Friday goes live at midnight on Friday.
From Wednesday evening at 3:00PM - Thursday night at midnight you can see the available discounts, but not buy or add products to cart.
What if I have a question?
We fully understand that you may have questions or problems during our Golden Friday and would like to contact our customer service as soon as possible. Even if you don't get an immediate answer to your question, you can be sure that we will work hard to answer all of your questions and won't stop until we have solved every problem.
Please help us by only reaching out through one channel and not sending more than one request about the same issue. Otherwise, your message will automatically be moved to the end of our inbox and we can only deal with your issue later.
Will articles be restocked?
No items will be restocked once they are sold out. Due to possible cancellations of orders, however, there is the possibility that articles can be found occasionally in the shop again. We recommend that you check back from time to time to see if the item you were previously looking at is available again.
Are my items reserved in the shopping cart?
Adding an item to your shopping cart does not reserve it for checkout. The item will not be assigned to you until your payment has been confirmed.
If an item is out of stock during the checkout process, we still recommend that you continue to pay for the remaining items in your shopping cart. If you leave the checkout to add more items, you risk that the website will queue you further down and that more items will be out of stock by the time you pay.
In addition, any items in your shopping cart before the start of the Golden Fridays will be removed when the website goes live again at midnight on November 29th, for the start of the Golden Friday. We want to guarantee equal opportunities for all.
How long does the delivery take and what are the shipping costs?
Delivery takes 5-7 business days, shipping costs $3.89 for regular shipping and 6.89 for expedited.
Deliveries with a minimum order value of $70 or more will be shipped for free.
Please note that due to the high order volume we expect a delivery time of 5-7 working days in Germany. The standard dispatch by letter post is free of charge within Germany. Shipping by UPS with tracking link costs 5,00 EUR.
For deliveries the delivery time is 5-7 working days. There are also the following shipping costs:
Austria, Luxembourg, France, Belgium, Italy 4,90 EUR
Finland, Greece, Poland, Sweden 10,00 EUR
China 30,00 EUR
All other countries and the minimum order value for a free delivery can be found in the checkout.
I have not received an order number!
Please search your inbox for an order confirmation email. Please note that there may be a delay in receiving an order confirmation email. Please also check your spam folder.
We understand that in the excitement mistakes can happen quickly. If you have entered an incorrect email address, please contact Customer Service for assistance. We will get back to you as soon as possible, so just send us a contact request.
Be sure that we have received and processed your order when you have been redirected to the order confirmation page.
Do not hesitate to take a screenshot of your order confirmation to have your order number ready at all times.
If you have not received an order confirmation by email within 24 hours and have not been forwarded to the order confirmation, please check immediately with your bank to see if payment has been made. Once a payment has been received, please contact our customer service for further assistance. You may have mistyped your email address in a hurry.
If you have not received an order confirmation by email, you have not been redirected to the order confirmation page and the money has not been debited from your bank account, it is unlikely that we have received your order. In this case, simply visit www.purelei.com and place your order with us again.
Can I cancel my order?
Please note that you may not be able to cancel your order during Golden Friday. Once your order has left our warehouse, we can no longer cancel it.
If you no longer want the items after receiving your order, you are welcome to return them to us using the enclosed instructions. Please note that we currently do not cover the shipping costs for the return shipment. You can find more information about returns in our online shop under "Returns": https://purelei.com/pages/returns
I made a mistake with my order. How can I change it?
Unfortunately, an order that has already been placed can no longer be changed. If you do not want to keep one or more articles, you can send them back to us using the enclosed instructions. Please note that we currently do not cover the shipping costs for the return shipment. You can find more information about returns in our online shop under "Returns": https://purelei.com/pages/returns
I have placed several orders, can I combine them?
Unfortunately, an order that has already been placed cannot be changed. We therefore do not have the possibility to combine several orders into one large order and ship them together.
A friend has already received her order, although she ordered after me!
Please understand that we do not pack orders chronologically in our warehouse, but systematically. So there is the possibility that someone who has ordered after you will receive his goods before you. Don't worry, your order will be on its way to you as soon as possible!
Can I return items from the Golden Friday Sale? How long is the return period?
Of course articles can be returned to us. If you don't want to keep one or more items, you can return them to us using the enclosed instructions. Please note that we currently do not cover the shipping costs for the return shipment. You can find more information about returns in our online shop under "Returns": https://purelei.com/pages/returns
We offer an extended return period over the Christmas period. All orders received between 10.11. and 31.12. can be returned to us until 31.01. without any problems.
Exception: Please note that the PURELEI Surprise boxes are subject to a cancellation period of 14 days after receipt. If we do not receive the item after the deadline, it cannot be exchanged. A full refund will only be made if the PURELEI Surprise Box has been returned in full. If there is a defect, it must be reported to customer service beforehand.
My order is not complete / defective. What now?
Your satisfaction is our top priority. As you know, we are constantly working to improve our products and service. Unfortunately, mistakes cannot always be avoided. If something goes wrong with you, we apologize from the bottom of our hearts and would like to help you as soon as possible!
Please send us a photo of your received goods together with your order number and a sufficient description of your problem by e-mail to firstname.lastname@example.org. We will take care of your request as soon as possible!
Our customer service is available Monday - Friday from 8:00 to 17:00 o'clock continuously. Monday and Thursday you can reach us extended until 19:00 o'clock. You can reach us by phone at +49621 87949885.