Frequently Asked Questions

Frequently Asked Questions

How do I place an order?

Select the product and options you would like, add them to your cart, and follow the instructions at checkout to complete your payment. Please carefully review your shipping address and order details before confirming your order.

What currency are prices displayed in?

All product prices and order totals are displayed in Japanese Yen (JPY).

How much does shipping cost?

Shipping fees vary depending on the product and shipping conditions. The final shipping cost will be displayed in your cart or at checkout. If free shipping applies to your order, it will also be shown there.

How long does delivery take?

Orders are typically processed within 1–5 business days. Once shipped, delivery usually takes approximately 10–20 business days. Delivery times may vary depending on the shipping carrier, customs clearance, and local delivery conditions.

Can I track my order?

Yes. Once your order has been shipped, a tracking number will be sent to the email address provided at checkout.

Can I change or cancel my order?

Please contact us as soon as possible at service@purerootsuk.com. Changes or cancellations may only be possible before your order has been processed or shipped.

What should I do if my item arrives damaged or is different from what I ordered?

Please contact us at service@purerootsuk.com within 7 days of receiving your order. Include your order number and clear photos or videos showing the issue.

How long do I have to request a return?

Please request a return within 14 days of receiving your order. Items must be unused and, whenever possible, returned in their original packaging. Please contact us before sending any item back.

When will I receive my refund?

Once we receive and inspect your approved return, the refund will be issued to your original payment method. Depending on your bank or payment provider, it may take several business days for the refund to appear in your account.

How can I contact customer support?

Please contact us at service@purerootsuk.com. For questions regarding an existing order, please include your order number.