I haven't received my package

If your package hasn't arrived, let's work through this together.

1. Track your order. Use our order tracking page to get the latest status of your parcel in real time.
2. Check your shipping confirmation email. Search your inbox and spam folder for a dispatch email — it also contains a carrier tracking link.
3. Allow the full delivery window. Most orders arrive within 5 to 7 business days from dispatch. Carriers sometimes mark a parcel as "out for delivery" a day before it actually lands.
4. Double-check your delivery address. An outdated or incorrect address can delay or redirect a parcel without notification.
5. Ask a neighbour or building manager. Parcels are frequently left with a neighbour or in a shared reception area, especially for flats.

If you've gone through all of these and your parcel is still missing, email our team with your order number. We'll investigate with the carrier right away and keep you updated.

My tracking says delivered but I haven't received anything

This is more common than it should be — carriers sometimes scan a parcel as "delivered" slightly before completing final handoff. Here's what to do:

1. Check your tracking status. Visit our order tracking page for the most up-to-date information from the carrier.
2. Wait 24 hours. In most cases, the parcel arrives the following day. The scan is often a step ahead of the physical delivery.
3. Check with your neighbours. A parcel left with a neighbour or building manager often doesn't trigger a notification.
4. Look for drop-off locations nearby. Parcel lockers, mailroom collections, and secure boxes at building entrances are frequently used by carriers.

If nothing turns up after 48 hours, contact us with your order number. We'll open a formal investigation with the carrier — and make sure you're not left without your filter.

How long does delivery take?

Most orders arrive within 5 to 7 business days from the moment they leave our warehouse.

As soon as your parcel is dispatched, you'll receive a shipping confirmation email with a tracking link. You can also follow your delivery at any time on our order tracking page.

During busy periods — particularly around public holidays — carriers can experience delays outside our control. If your tracking hasn't updated in several days, reach out to us and we'll look into it immediately.

My filter arrived damaged

We're genuinely sorry this happened — it's not the experience we want you to have.

Please email our team and include the following:

• Your order number
• A photo of the outer packaging (so we can assess carrier handling)
• A photo of the damaged product

Our team will review your case quickly and find the best resolution — whether that's a replacement, a refund, or something else entirely. We'll make it right.

Can I cancel my order?

Yes — as long as your order hasn't been dispatched yet.

Once a parcel has been handed to the carrier, it can no longer be intercepted or cancelled. This is a carrier constraint, not a policy choice on our end — and it's in place to ensure every filter arrives brand new and completely untouched.

If your order is still being prepared in our warehouse, write to us immediately at customercare@puurefilters.com — the sooner the better.