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Frequently Asked Questions

For questions about Purica products, their ingredients and uses, please visit Purica.com.

NOTE: Prior to consuming natural health products each individual should do personal research to understand the role food-derived components play in health and well-being. The information provided in this section is for informational purposes only and is not intended as a substitute for advice from a physician or other healthcare professional. This information should not be used for diagnosis or treatment of any health problem or for prescription of any medication or other treatment. A healthcare professional should be consulted prior to commencing any diet, exercise or supplementation program or consuming any medication. If you have or suspect you might have a health problem, please consult a healthcare professional. Do not discontinue any other medical treatments without first consulting your doctor.



In this section you will find questions about Language, Account Info, Buyer's Guide, Customer Service Support, Guarantees, Orders & Returns, Shipping, Pricing & Billing and Privacy.

NOTE: If you cannot find the answer to your question in this section, please complete the email form in the Contact Us section or telephone our customer service representatives directly at 44 330 808 3287.


LANGUAGE:

How do I change the language of the site?

1. Scroll to the bottom of any page. You will see a Google toolbar that says "Select Language".

2. Click on the arrow and select the language that you prefer for the site.


ACCOUNT INFO:

How do I create an account?

1. Click the “Register” link at the top of the site.

2. Under the “I’m a new customer” section, enter your email address, create a password and enter your billing address.

You information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information about how we use the information that we collect.

How do I edit my account information?

Click the “My Account” link at the top of the site to edit your account information.

Then under the subheading Personal Information, you may change your email address, password, email preferences and billing or shipping addresses.

I forgot my password.

1. Click on the “Register” link at the top of the site.

2. In the “Returning Customers” box click “ Forgot your password”.

3. Enter your email address into the box and click submit. This will send you an email with a new temporary password.

4. Once you have used this password to enter your account, follow the steps in “How do I edit my account information?” above, to update your password..

How do I place an order and create an account?

1. Select the type of product from the Human Health or Animal Health tabs, select the quantity and click “Add to Cart.”

2. This will take you to the Shopping Cart page. You can amend the quantities of product or remove an item on this page. At this point you may continue shopping or click “Proceed to Checkout.”

3. Enter your Billing information, including phone number and email address.

4. Create a personal password for future orders.

5. Enter your preferred shipping location and type (“Free Shipping” if purchase is over £99)

6. Enter Payment information and click “Place Order” (You will receive a confirmation email shortly after placing your order and then another email with a tracking number once your product has been shipped).

How do I login and place an order with my existing account?

1. Click on “My Account” on the top of the page. Enter you email address as your Login and enter your password. Click “Login”.

2. To place an order select the type of product from the Human Health or Animal Health tabs, select the quantity and click “Add to Cart”.

3. This will take you to the Shopping Cart page. At this point you may continue shopping or click “Proceed to Checkout.”

4. Select your saved Billing information and confirm that it is correct.

5. Select your preferred shipping location and shipping type (“Free Shipping” if purchase is over £99).

6. Enter Payment information and click “Place Order” (You will receive a confirmation email shortly after placing your order and then another email with a tracking number once your product has been shipped).


BUYER’S GUIDE:

How do I buy/redeem, a gift certificate?

To purchase a gift certificate for someone, click here. If you are the recipient of a gift certificate and would like to redeem your gift certificate, click here. You may also click on "My Account" at the top of the screen and select "Apply a Gift Certificate to Your Account" under the heading Payment Settings.

How do I find my product?

To find the product(s) you’re looking for, you may use the navigation menu on the top of the page if using a PC or on the left hand side if using a smartphone or tablet. You may also type a keyword into the Search box. If you have any trouble locating a product, feel free to contact customer service for assistance. You may do this via email or directly by telephone 44 330 808 3287.

How do I navigate this site?

To navigate this website, simply click on a category you might be interested in. Categories are located at the top of the page if using a PC or on the left hand side if using a smartphone or tablet. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You’ll notice that anytime you scroll over something that is a link, your mouse cursor will become a “hand”. Whereas scrolling over anything that is NOT a link will leave your cursor as an “arrow”. You may also type a keyword into the Search box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance. You may do this via email or directly by telephone 44 330 808 3287.

How do I use a coupon?

After adding items to your cart, click the “ My Cart” link at the top of the site. At the bottom of the shopping cart page you’ll see a box where you may enter your coupon code.

How do I leave a Customer Review?

If you would like to leave a review for a product that you have tried, please first login to your account. Then find the product page for the product that you would like to review. Scroll to the bottom of the page and click on the link: "Share your knowledge of this product. Write a review!" Then follow the prompts for the review and click "Submit Reveiw". Plese note that if you would prefer to submit an anonymous review you may leave the name section blank.

How do I edit a Customer Review I have written?

If you would like to edit a review for a product that you have written, please first login to your account. Then click on "My Account" at the top of the site. In the section Other Features click on "Edit a review that I wrote". Here you will see all of the reviews you have written. Select the specific review that you would like to edit and click on the title in blue. Here you may edit your review. Click "Save Changes" to save your edited version.


CUSTOMER SERVICE SUPPORT:

How do I contact you?

Please visit the Contact Us section of the site to submit an email request. Or you may contact our customer service representatives directly at 44 330 808 3287.


GUARANTEES:

Low Price Guarantee:

It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low and SAVE you money!

Privacy Policy:

We value your privacy. Please view our Privacy Policy for complete details on how we use the information that we collect.

Security:

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.


ORDERS AND RETURNS:

How do I change quantities or cancel an item in my order?

If, immediately after placing an order, you realize that the quantity of items is incorrect or you would like to cancel the order, please do the following.

1. Click the “My Account” link at the top of our site to view orders you have placed.

2. Then click the “Change Quantities/Cancel Orders” link to find and edit your order.

Please note that once an order has been filled and/or has been shipped the quantities can no longer be changed nor can the order be cancelled. To return product, please see the question "I would like to return some product that I bought" below. In the interest of saving all parties time and expense, please make sure you have selected the correct products and quantities before you complete your purchase.

For information on returning product, please see the question below “I want to return some product that I bought”.

Has my order shipped? How do I track my order?

Click the “My Account” link at the top of our site. Then under the heading My Orders click the link "Review Orders/Track Packages". Here you will be able to check the status of your order(s).

My order hasn’t arrived.

Click the “My Account” link at the top of our site. Under the heading My Orders, click on the link "Review Orders/Track Packages" to track your order status. Check that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm whether your packages have been delivered. If your packages show a status of “delivered”, please contact customer service for assistance.

An item is missing from my shipment.

Click the “My Account” link at the top of our site. Under the heading My Orders, click on the link "Review Orders/Track Packages" to track your order status. Check that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm whether your packages have been delivered. If your packages show a status of “delivered” yet there is still missing product, please contact customer service for assistance.

I received the wrong product.

If you have received the wrong product, please contact Customer Service. We will organize pick-up of the wrong product and the shipment of the correct order. If you have accidentally ordered the wrong type of product, please see the section "I mistakenly ordered the wrong product" below.

My product was shipped to the billing address not the shipping address.

If in an extremely rare case the product has been shipped to the billing address and not the shipping address, please contact Customer Service immediately. We will organize pick-up at the wrong address and we will reship your order to the correct address.

I would like to return some product that I bought.

We will accept returns on unused, unopened product. We will not accept items back into stock if seals have been broken or tampered with in any way. Customers wishing to return product are responsible for return shipping costs and a restocking fee of 20%. Please note that all refunds will be based on the full price of the final order. If the original order was eligible for discounts (i.e. Quantity Discount, Free Shipping, etc.) but the final order is not eligible for these discounts, the customer is responsible to pay for the difference.

For example, Mr. Smith in Oxford orders 6 bottles of Recovery Powder. He is eligible for two discounts: a Quantity Discount of 10% (equal to £32.50) and a Free Shipping Discount (equal to £7.50 for UK addresses). His final order is £351.02, VAT included. Mr. Smith then decides to return 5 unused bottles. He is now responsible for the return shipping charges and a 20% restocking fee. Also he no longer qualifies for the Quantity Discount or the Free Shipping Discount (Free Shipping applies to orders over £99). This would mean that instead of receiving a refund of £292.52, Mr. Smith will need to pay the original shipping costs of £7.50, the Quantity Discount for one bottle of £5.40 and the 20% restocking fee on returned items (in this case £54.17). Mr. Smith’s final refund is £225.45. Meaning that Mr. Smith has paid £125.57 (not including the return shipping charges) for one bottle of Recovery, instead of the £74 he would have paid had he purchased only one bottle to begin with. In the interest of saving all parties time and expense, please make sure you have selected the correct products and quantities before you complete your purchase.

I mistakenly ordered the wrong product.

You may exchange any unused, unopened product. If a customer has purchased the wrong type of product in error and wishes to return the product and exchange it for the correct type they will be charged or refunded the difference in price of the product. No restocking fee will be charged; however, the customer is responsible to pay for the return shipping of the original order and the shipping of the new order.

For example, Mrs. Rossi in Italy mistakenly orders 2 bottles of Recovery Powder (for a total of £130.01, including VAT), when she really wanted to order 2 bottles of Recovery Caps (£135, including VAT). She notices the error once the product arrives and does not open either bottle. She returns the bottles at her own expense and requests that they be exchanged for the correct product type. Mrs. Jones is now responsible for the difference in product price (£5, including VAT) and the shipping (£15 for non-UK addresses), for a total of £20. In the interest of saving all parties time and expense, please make sure you have selected the correct products and quantities before you complete your purchase.


SHIPPING:

Do you ship to my country?

Purica.co.uk ships to all countries, states and republics within Europe. Here is an alphabetical list of the locations that we ship to: Abkhazia, Akrotiri & Dhekelia, Albania, Andorra, Armenia, Austria, Azerbaijan, Belarus, Belgium, Bosnia, Bulgaria, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faeroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Kazakhstan, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Nagorno-Karabakh, Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Serbia, Slovakia, Slovenia, South Ossetia, Spain, Sweden, Switzerland, Transnistria, Turkey, Ukraine, United Kingdom, and Vatican City State.

What are my shipping options?

There are two flat rates for shipping, £7.50 for orders shipped to UK addresses and £15 for all other European addresses. If an order exceeds £99, shipping is free to all European addresses. Please note that some non-EU countries require a Customs Clearance Charge to be paid on product entering the country. Customers shipping product to these countries are responsible for paying any extra import charges incurred.

When will my order ship and what are my shipping charges?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices (see “What are my shipping options?” above). We will ship your order within one business day after we receive payment from you.

Has my order shipped?

Please see the question “Has my order shipped?” under the section “Orders and Returns” above.

What is your return policy?

Please see the question “I would like to return some product that I bought” under the section “Orders and Returns” above.


PRICING AND BILLING:

Do I have to pay VAT?

Yes, 20% VAT is charged on all purchases (it is included in the advertised price of the product). However, equine products qualify for 0% VAT. Therefore, you are not required to pay 20% VAT on equine products.

I have a question about my charges.

Click the “My Account” link at the top of our site. Under the heading My Orders, click the link "Review Orders/Track Packages" to review your orders. You may compare your order history on our website with your financial records. If you have further questions or concerns, please complete the email form in the Contact Us section or contact our customer service representatives directly at 44 330 808 3287.

I need a copy of my receipt/invoice.

Click the “My Account” link at the top of our site. Under My Orders, click on the link "Print Invoices".

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).

When will my credit card be charged?

Your credit card will be charged upon completion of your order or within 24 hours prior to the shipment of your order.


PRIVACY:

What is your Privacy Policy?

For information on our Privacy Policy, please click here.