At Pure we never put a ceiling on our level of our customer care. We strive to make each and every contact as pleasurable as wearing our cashmere.
At Pure we never put a ceiling on our level of our customer care. We strive to make each and every contact as pleasurable as wearing our cashmere. Our customer service advisers are free to make their own decisions, on the spot, no matter what the situation. This means every customer receives a truly personal service, tailored to their specific needs. We don't believe in 'jobsworth' and we'll always put your interests above our own, as we recognize that your goodwill is worth more to us than the cost of one item. The Pure Difference.
Please feel free to contact us, for whatever reason.
To view our contact details and customer service opening times, please click here
We know that we're not perfect ... though, goodness knows we try. So if you want to return anything for any reason at all, we've streamlined the process to make it as easy as possible. Each parcel comes in its own re-sealable bag with its own Free Returns label. If the garment is too small or too large or just 'not me', pop it back in the mail within 7 days for sale items for a superfast full refund or exchange. And if you're not sure of the right size, order two and return one at our expense. You can't say fairer than that. The Pure Difference.
For more information on our returns procedure, click here
We guarantee that every article in this catalogue will perform to the standard you have every right to expect; that it represents full value for the price you pay. We always put your interests above our own, as we know that your goodwill is worth far more to us than the cost of one item.
Of course mistakes can happen, but we go to extreme lengths to ensure that every garment that bears the Pure label is perfect in every way. Some might say we're obsessed.
The Pure guarantee is absolute. If for any reason whatsoever you are dissatisfied with any article purchased from us, we expect you to return it to us within three months, at our expense; no questions, no rigmarole. We will either do a superfast exchange or return your money just as quickly, whichever you prefer.
Thank you for taking the time to visit the Pure Collection website, which has been designed with ease of use in mind.
Here we have put together a rough guide for shopping online at purecollection.com.
The security of your personal and credit card details is of the highest priority to us.
When you are ready to enter your payment details at our Checkout you are taken to a separate secure page, which is hosted by Secure Hosting Ltd and complies with the latest requirements for the secure hosting of web pages.
You can verify the security of your connection to our Checkout by looking at the bottom of your browser window. When the connection is secure, you will see a closed padlock symbol.
Secure Hosting Ltd holds a digital certificate from Thawte (an established certification authority) and use industry standard 128-bit SSL software to guarantee that your personal information, including name, address and credit card details, is securely encrypted.
There are four simple ways to choose items on our website.
a) Simply use the main navigation bars to browse our categories, i.e. Ladies Collection, Men's Collection. Many of the collections also have subcategories, which appear in the navigation column on the left hand side of the website.
Once you have chosen your collection, we will show you the thumbnails of each garment. Click any of these and you will see the product page for that garment. You can then add the garment to your shopping bag form this page.
b) If you know exactly what you want and have seen it in our catalogue, simply type in the product code(s) on the 'shop by item code' page. (For example LK-123, MK-222). This will then add the garments to your shopping bag. This can be found within the top navigation bar.
c) If you have an idea of what you are looking for, use our search box located at the top right of the website. This is very useful if you are looking for a specific colour or style (for example ruffle or Blue).
d) Use our 'shop by' functionality in the bottom left to help find products that fulfil certain criteria's i.e. cardigan, red.
When you have finished selecting your garments, simply click on the 'shopping bag' logo to view the items that you have selected. From here you may amend or remove any items from your shopping bag.
At this stage it is important to enter any special offer code or source code that you have been provided with. This could appear on any advertisement, or on the back of our brochure.
When you have finished click the 'GO TO CHECKOUT' link.
You will now be taken to the personal details section of the website (unless you have registered previously), where you register with PURE Collection, and select your contact information. Please read this page carefully and choose the options that best suit you.
If you are a registered customer of the Pure Collection web site, you may simply log in by clicking on the LOGIN logo at the top of the website.
Your order will not be confirmed, and debit/credit card details will not be passed to use for payment until you click on submit at the end of the checkout process.
When you have submitted your order, a confirmation email will be sent to the email address that you provided in the order details.
If you have not received this in 2 hours, then we may not have your email address correctly, or your order has not been received.
When we process your order into our system, a second email will be sent, and this will include more specific order information as the stock is assigned to your order. This should arrive within 2 working days.
If you need to contact us for any reason, please click here and quote the order number that was sent with the first email.
Q. What is a source code and why do we need it?
A. A source code needs to be used to apply any special offers that you may be
entitled to i.e. and offer promoted in one of our catalogues or in an advert you
may have seen.
Q. Where will you find the source code/where is it printed?
A. The source code is printed on the back outside cover of your catalogue or on
the order form, which is located inside the catalogue. It will also be quoted in
all our advertising where an offer applies.
Q. Where do you enter the source code on the website?
A. Within the shopping bag page in the field provided .
Q. How do you enter your Source Code?
A. All source codes must be entered exactly as they appear in the catalogue e.g.
BBG101
Q. If there is a special offer linked to the source code how is it redeemed?
A . Once your source code has been entered successfully within the shopping bag
page your order total will reflect any discounts or special offers that you may
be entitled to.
Q. What if the source code is not accepted?
A. If you experience problems when entering a source code please contact us. For
contact details please click here
Q. What is a Quick ref. no. and why do we need it?
A. Quoting a quick ref. no. (along with your zip code) makes your life easier
when ordering with us because we will be able to retrieve your other details
automatically. Also it helps us to identify where you have seen our telephone
number or URL advertised and we also need it to apply any special offers that
you may be entitled to so that you don't miss out.
Q. Where will you find the quick ref. no./where is it printed?
A. The quick ref. no. is printed on the back outside cover of your catalogue.
Q. Where do you enter the quick ref. no. on the website?
A. On the 'register' or 'checkout personal details' page in the field provided.
Product codes are only required if you are using 'Shop by item code' or the search facility in the top right hand corner of the website.
Q. What is a product code?
A. Each product in our collection has a unique five-digit product code.
Q. Where will you find the product code/where is it printed in the catalogue?
A. The product code is located below each product description and size.
Q. How do you enter the product code for the item(s) you wish to order?
A. All product codes must be entered exactly as they appear in the catalogue as
the examples show below. You must remember to include the hyphen.
LK-049
MK-149
CK-063
To find out about the Pure delivery options, click here
To find out about our gift services, including gift wrap options and charges, click here
To find out how to care for your cashmere, click here
Sadly, US and UK sizes are different. All sizes stated in the catalogue and on the website are the UK size. Please use the chart below to find out which UK size you should order. To help you decide please refer to the measurements supplied in the size conversion chart below.
Pure Collection offers three different fits: Fitted, Semi-Fit and Loose. The garment lengths shown below relate to a size 12 for women and medium for men. For smaller or larger sizes the length will vary accordingly.
If you would like more information regarding sizing, please feel free to contact customer services, click here
The fit of our garments is determined by the waist measurement, and the height is usually measured from the highest shoulder point to the bottom of the garment.
Ask a friend: It's always more accurate if someone else measures you. Think ahead: Take into account what you might wear under your garment. Chest: Measure at the fullest part of your chest, keeping the tape measure up under your armpits and across your back. Waist: Measure the narrowest point of your waistline. Hips: Standing with heels together measure the fullest part of the body, about 8" below your waistline.
Mens Medium = US shoe size 8-11
Mens Large = US shoe size 12-14
Womens Medium = US shoe size 6.5-8.5
Womens Large = US shoe size 9.5-11.5
If you are still unsure of your size? order two and use our no quibble returns policy to return the unwanted item(s) for a refund. To view our returns policy click here
What payment methods do we accept?
We accept payments by Visa, MasterCard and AMEX.
Please do not send cash and do not email your card details.
We will not charge you until the goods leave our warehouse and we will only charge you postage once per order.
Please note that all shipments to the USA from the UK may be subject to import duties and taxes, which are levied by US Customs at the time the shipment arrives. We would like to 'Duty Proof' our prices to you. Unfortunately, US Customs do not allow us to pay any duty or fees on your behalf prior to the goods arriving in the USA. Payment of all applicable duties, fees and any additional charges for customs clearance are therefore your, our customer's, responsibility. We will reimburse any such fees that you may incur immediately upon receipt of proof of payment ? if you are required to pay duty please email your proof of payment to us at usaservice@purecollection.com
We don't like to disappoint, so we try to maintain a high level of stock and when you place your order over the phone we will tell you when your goods will be despatched or if you order online our stock availability grid will instantly show you which sizes and colours of your preferred style are in stock. Despite our best efforts, demand can sometimes take us by surprise and items may become unavailable. If this is the case we will tell you as soon as possible.
We have taken a great deal of care to make sure our product information is
accurate. However, discrepancies can occur. For instance, whilst every attempt
has been made faithfully to reproduce colours, because cashmere is a natural
fibre there may be a slight difference between batches, so the colour picture in
the brochure or on the website may differ slightly from the colour of the
garment. Also, while producing garments it may become necessary to change a
specification. If this happens, we will do our best to make you aware of it
before your order is processed.
Our pashmina shawls and stoles are handmade, so you may find some small
irregularities.
Two separate offers cannot be used in conjunction with each other.
The order value, excluding postage must exceed the specified amount to qualify
for the offer.
If an item(s) is returned for refund that brings the overall total amount
spent below the qualifying level, the saving on the order will be deducted from
the refund amount.
All offers can only be redeemed once.
1. Phone: 1 866 864 8199 Toll Free
Call our toll free number weekdays, 9.00am - 8.00pm Eastern Standard Time. Outside these times, please leave your details and a suitable time to when we can call you back. Our office will be closed on all UK Bank Holidays but returns can be arranged directly with FedEx as described on the Returns page. Alternatively, you can email us at usaservice@purecollection.com and your query will be dealt with immediately when the office reopens.
2. Internet: www.us.purecollection.com
You can browse and order any of our products on our secure site, taking advantage of any promotional offers. You can also use it to check availability.
When you have submitted your order, a confirmation email will be sent to the email address that you provided in the order details.
If you have not received this in 2 hours, then we may not have your email address correctly, or your order has not been received.
When we process your order into our system, a second email will be sent, and this will include more specific order information as the stock is assigned to your order. This should arrive within 24hrs or the next working day.
If you need to contact us for any reason, please quote the order number that was sent with the first email.
3. Fax : +44 1423 53 88 51
Complete the pre-printed order form provided in your catalogue and fax it to us at any time. Once we have processed your order our customer services team will contact you.
4. Mail: Pure Collection Ltd c/o PURE collection limited, Department 7070, 4690 E 2nd St, STE 5, Benicia, CA 94510-1008
Simply complete the order form provided in your catalogue and send it to us in the envelope provided.
5. Email: usaorders@purecollection.com
Email us your contact details and order requirements including the item code, colour, size and the price. If you are already a customer please include your customer reference number. Please don't email us your credit card details, we will call you back to confirm your order and arrange payment ? so please remember to provide us with a contact telephone number.
To view our Terms and Conditions click here
To see our privacy policy, click here
For information on security, click here
