FAQ

Frequently Asked Questions (FAQ)

Welcome to Pureke! Below are answers to some of our most frequently asked questions. If you need further assistance, please contact our customer support team.

Orders & Payments

1. How do I place an order?

Simply browse our store, add your favorite products to the cart, and proceed to checkout. Follow the payment instructions to complete your purchase.

2. What payment methods do you accept?

We accept major credit and debit cards, including Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay, and Shop Pay.

3. Is my payment information secure?

Yes. All transactions are protected with SSL encryption and processed through secure payment gateways.

4. Can I modify or cancel my order after placing it?

Orders can usually be modified or canceled within 24 hours of purchase. Please contact us as soon as possible.

5. Why was my payment declined?

Payments may be declined due to insufficient funds, incorrect billing information, bank security measures, or payment provider restrictions. Please contact your bank or try another payment method.

Shipping & Delivery

6. Do you offer free shipping?

We offer free shipping promotions on qualifying orders. Eligibility will be displayed during checkout.

7. How long does shipping take?

Processing typically takes 1–3 business days.

Estimated delivery times:

  • United States: 7–15 business days
  • Canada: 8–18 business days
  • United Kingdom: 7–15 business days
  • Europe: 7–18 business days
  • Australia & New Zealand: 8–20 business days

8. How can I track my order?

Once your order ships, you will receive a tracking number via email. You can track your package through our Order Tracking page.

9. Why hasn't my tracking information updated?

Tracking updates may take 24–72 hours after shipment. Delays can occur during transit or customs processing.

10. What happens if my package is delayed?

While most orders arrive on time, shipping carriers may experience unexpected delays. If your package has exceeded the estimated delivery window, please contact us.

Products & Quality

11. Are your products quality tested?

Yes. We carefully select products from trusted suppliers and conduct quality inspections before shipment whenever possible.

12. Do furniture items require assembly?

Some furniture products require simple assembly. Assembly instructions and hardware are included unless otherwise specified.

13. Are product colors exactly as shown?

We strive to display product colors accurately. However, slight variations may occur due to monitor settings and lighting conditions.

14. What materials are your furniture products made from?

Material information is listed on each product page. Common materials include engineered wood, solid wood, metal, fabric, and durable composite materials.

15. What should I do if a part is missing?

If your product arrives with missing components, please contact us with your order number and photos. We will arrange replacement parts whenever available.

Returns & Refunds

16. What is your return policy?

We offer a 30-day return policy for eligible items. Products must be unused, in original condition, and returned with original packaging.

17. What if I receive a damaged item?

Please contact us within 7 days of delivery and provide:

  • Order number
  • Photos of the damaged item
  • Photos of the packaging

We will arrange a replacement, partial refund, or full refund depending on the situation.

18. How long does it take to receive a refund?

Once your return is received and inspected, refunds are typically processed within 3–7 business days. Your bank may require additional time to post the refund.

Customer Support

19. How can I contact customer service?

You can reach our support team through:

  • Contact Us page
  • Customer support email
  • Live chat (if available)

We aim to respond within 24 business hours.

20. Why should I shop with Pureke?

We are committed to offering practical, innovative, and affordable products that improve everyday living. Our goal is to provide:

✅ Quality products

✅ Secure shopping

✅ Reliable shipping

✅ Responsive customer service

✅ Hassle-free customer experience

Need More Help?

If your question is not listed above, please contact our support team.

Customer Support Hours
Monday – Friday

Response Time: Within 24 Business Hours

Thank you for shopping with Pureke! 🏡✨