Frequently Asked Questions
If you are unable to view the tracking details via the Australian postal service or any other shipping provider, please contact us immediately. Provide us with your order information, and we'll send you the tracking details directly so you can monitor your shipment's progress. If you're still experiencing difficulty accessing this information, we'll gladly assist you further.
If you haven't received a confirmation email after placing your order, please check that the email address provided during the order process is correct. In case it is not, or if there's still an issue, reach out to us with your payment confirmation details and we will confirm the status of your order and send you the necessary information, including tracking details.
Once you've lodged a return and your return has been received (please allow 2-3 business day processing time), follow the 3 simple steps below.
1. Retrieve your store credit: This can be found in your email inbox (don't forget to check your junk mail)
2. Choose your desired product.
3. Copy your unique gift-card code into your cart (at checkout) and your store credit will be applied.
Happy shopping!
For any further assistance, don't hesitate to reach out.
Yes. If you have used a discount code, your order is eligible for a return. Your store credit will be valued to the amount paid at the time of purchase.
To start your return, please follow the link below.
Returns (link)
We're sorry to hear you received the wrong item in your order! Please report your order issue to our team via email at support@pureenergywellnessstore.com.au
Include a photo of the item received and the name of the missing item(s). We’ll be in touch and resolve the situation as best we can!
We're so sorry you've received a faulty item!
We understand how disappointing this must be. While we strive to ensure the highest quality in all of our products, occasional issues can arise during the manufacturing process. Please know that our top priority is making our customers happy, and we're committed to resolving this for you.
If your order is within the 30 days of delivery window, we kindly ask that you lodge a return, please follow the link below.
- Print off the Returns form (link)
- Drop your parcel at your nearest post office and keep hold of your tracking information.
Outside of the 30 days of delivery window, please email your order details and photos of the fault to our support team at support@pureenergywellnessstore.com.auWhat's next?Upon receiving your return, our team will carefully review and process it. For any major fault, you are entitled to either a replacement or a refund. We will reimburse the shipping cost if the item is confirmed to be faulty.
- Returns Policy
We're confident that you'll love your new items as much as we do!
We have a 30-day return policy, meaning you have 30 days from receiving your item to request a return for store credit, which can be used to exchange your item. Refunds are only issued for faulty or damaged items.
- Return Requirements
To be eligible for a return:
- Items must be unworn, unused, with tags attached, and in original packaging.
- Items must be free from deodorant marks, makeup stains, lint, pet hair, or odours.
- Ensure items are neatly folded and in original condition.
IMPORTANT: If your return does not meet these requirements, a $10 cleaning fee per item will be deducted from your store credit.
By initiating a return, you acknowledge and agree to the above terms.
- How to Start a Return
- Print and complete the Returns Form (link) (or include your order number and item details inside the package if you don't have a printer).
- Drop your return off at your local post office – we recommend using tracked shipping.
- Exchanges
Exchanges are processed as store credit. Once your return is approved, you'll receive store credit to place a new order for your desired item.
Return Shipping: The customer is responsible for the return postage.
Lost Returns: Pure Energy Wellness Store is not responsible for lost or damaged returns in transit. Please keep your tracking details.
- Faulty Items
Check your order when it arrives! If it's faulty, damaged, or incorrect, contact us immediately at support@pureenergywellnessstore.com.au, and we’ll sort it out.
- Faulty items must be returned within 30 days.
- If confirmed faulty, you’ll receive a replacement or refund, and we’ll cover return shipping.
- After 30 days, faults are considered wear and tear and cannot be returned.
Not sure if your item is faulty?
Crease lines from folding during transit are normal and will disappear after washing or steaming.
- Store Credit & Refunds
- Refunds are ONLY issued for faulty or damaged items.
- If an item doesn’t fit or you change your mind, we offer store credit instead of a refund.
- Store credits will be emailed once the return is approved, typically within 2-3 business days. (Check your junk mail!)
- Non-Returnable Items
Unfortunately, we cannot accept returns on:
- Gift cards
- Clearance items
- Clearance Items
All clearance items, meaning those purchased from the sale section of our website, are final sale and cannot be returned or exchanged. If you have any questions before purchasing, please reach out to our team!
For any questions, email support@pureenergywellnessstore.com.au – we're happy to help!
For Unfulfilled Orders:
If you’ve accidentally entered the wrong shipping address, please let us know as soon as possible by emailing us at support@pureenergywellnessstore.com.au. We’ll do our best to update it before your order ships. Please keep in mind that, due to our high volume of inquiries, there’s a chance we might not be able to make the change in time."
For Fulfilled Orders:Depending on where your parcel is in the shipping process, we can’t always guarantee that the address change request will be actioned in time. If your order has already been shipped, please send us your updated shipping address, and we’ll contact Auspost to try and make the change for you. If you have a MyPost account with Auspost, you can also manage your parcel directly, including updating the address.
If you need to make any changes to any product style/sizes, just send us an email at support@pureenergywellnessstore.com.au as soon as you can with your requests. We’ll do our best to accommodate your changes, but please keep in mind that because our shipping process is quick, we can’t always guarantee updates before your order ships.
If we can’t make the changes in time, you’ll be able to return the order once it arrives using our Returns (link) page.
Please send us a message if you are unsure about sizing at support@pureenergywellnessstore.com.au.
We can help you choose the perfect fit!
Please measure yourself to find your size. If you are between sizes, we recommend ordering the bigger size.
If your package seems to be missing, please start by checking around your property—sometimes it might be tucked away in an unexpected spot. Take a look around all entrances, including the garage, and check any mail rooms or front desk areas if you have them. It’s also worth asking other household members or neighbours, as they might have received the package on your behalf.
If you still can’t find it, please contact the courier for proof of delivery. If you have proof of delivery but still can’t locate your parcel, just send us an email at support@pureenergywellnessstore.com.au.
Return to Sender Policy:
If an incorrect shipping address is provided, you'll be responsible for any additional shipping fees. To avoid this, we recommend double-checking your shipping details when placing your order.
If you'd prefer a refund instead, we can absolutely arrange that. The refund will be processed minus the return shipping costs.
If you'd like us to resend your order, the re-shipping fees are:
- $9.97 for Standard Shipping
Uncollected Parcels:
If a parcel isn't collected from the post office within 14 days (10 business days), it will be returned to us.
We know that sometimes things slip through the cracks – it happens! To make sure your order arrives smoothly, it’s always a good idea to keep an eye on your tracking information and collect your parcel on time.
Domestic Shipping within Australia
Free shipping is offered for orders over $100
Standard shipping ($9.97)
Expected shipping times can be found here:
https://auspost.com.au/service-updates/domestic-delivery-times
Please note that delivery times may vary depending on your location and the time of year.
Shipping charges are non refundable.