At Pura Shop, we’re committed to creating a seamless fragrance experience from discovery to delivery. Below you’ll find answers to our most commonly asked questions about our artisanal scents and services.

Products & Collections

What types of fragrances does Pura Shop offer?
We specialize in premium home fragrances designed to transform your space into a sanctuary. Our collections include artisanal diffusers, home fragrance sets, seasonal scents (like our Spring collection), exclusive collaborations (Pura x Pantone), and scent samples for discovery.
Can I sample scents before purchasing a full product?
Yes! We offer Scent Samples in our menu, allowing you to explore our fragrance portfolio before committing to full-sized products. This is perfect for finding the perfect scent that resonates with your personal space.
Are your fragrances suitable for sensitive individuals?
Our artisanal scents are crafted with care and quality ingredients. However, we recommend checking individual product descriptions and starting with our samples if you have particular sensitivities.

Ordering & Account

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for your convenience and secure checkout experience.
Do I need to create an account to place an order?
While you can checkout as a guest, creating an account allows you to track orders, save favorites, and enjoy a more personalized fragrance journey with us.
Can I modify or cancel my order after placement?
Please contact us immediately at [email protected] if you need to modify or cancel your order. We process orders quickly, so we can only accommodate changes if contacted before your order enters processing (within 24 hours typically).

Shipping & Delivery

What are your shipping options and costs?
We offer two shipping methods:
– Standard Shipping ($12.95): Processed in 1-2 business days, delivered in 10-15 business days via DHL or FedEx with tracking
– Free Shipping: Available on orders over $50, processed in 1-2 business days, delivered in 15-25 business days via EMS
Do you ship internationally?
We serve customers globally with exceptions for some Asian regions and remote areas. During checkout, you can verify if we deliver to your location.
How can I track my order?
For Standard Shipping, you’ll receive real-time tracking updates via DHL or FedEx. For Free Shipping via EMS, tracking may be available depending on your location. All customers receive shipping confirmation emails with relevant tracking information.
Why might delivery times be extended?
During peak seasons or unforeseen circumstances, delivery times may be slightly extended. We appreciate your understanding and will communicate any significant delays whenever possible.

Returns & Exchanges

What is your return policy?
We want you to be completely delighted with your Pura experience. We offer a generous 15-day return policy from the date of delivery if our products don’t meet your expectations.
How do I initiate a return?
Please contact our customer care team at [email protected] within 15 days of delivery. We’ll guide you through the simple return process.
Are there any restrictions on returns?
For safety and hygiene reasons, we cannot accept returns on opened fragrance products unless defective. Scent samples and defective products are handled case by case with your complete satisfaction in mind.

Additional Assistance

How can I contact customer service?
Our dedicated customer care team is here to ensure your Pura experience is exceptional. Reach us at [email protected] for any questions or concerns. Our team responds within 24-48 hours during business days.
Where is Pura Shop located?
We’re based at 1633 Five Points, Baltimore, US 21202, but we proudly serve discerning customers worldwide with our premium home fragrances.
Thank you for choosing Pura Shop to help craft your moments, one scent at a time. We’re honored to be part of creating your fragrant sanctuary.