FAQs

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Shipping & Pickup

Order Processing Time

Most orders are processed within 1 - 3 working days upon payment confirmation. This is an estimate, and does not include weekends or public holidays. Orders are not shipped or delivered on weekends or public holidays. Once your order is shipped, you'll receive an email with a tracking number.

In-store Pickup

You can self-collect at both our Adelphi or Tras Street outlets. Please indicate in the comment section during checkout.

Please provide your order number or order confirmation email when self-collecting.

Do give us a call at (+65) 9857 7859 (Adelphi) or (+65) 9105 2345 (Tras) before heading down.

International Delivery

We offer international shipping to the following countries: Malaysia, Indonesia and Philippines. 

For other countries, please contact us on orderpuretinc@gmail.com for estimated shipping costs.

Shipping Methods

All local orders are shipped via local courier service with tracking information. For international shipping, we will ship either with an international courier service or SingPost Registered Service.

Once an order has shipped, an email will be sent with the order's tracking information. 

Local (Singapore) Delivery Rates and Time

The following are the delivery modes available with estimated delivery time:

Standard Local Courier (2-4 days): $6 for orders below SGD$50
We provide free delivery for orders above SGD$50.

Same Day Local Courier: $20 flat rate
Order cut-off time: 11AM (Singapore Time), Monday - Friday.
Orders received after the cut-off time will be processed the next business day. Orders received on Saturdays, Sundays or Public Holidays will be processed on the following business day.

Free shipping is not offered in combination with any other offer unless otherwise specified. Use of discounts and coupon codes may disqualify an order for free shipping.

International delivery rates and time

For international delivery, the estimated time is 5 – 10 business days.

Malaysia

$10 for orders below $130
Free delivery for orders above $130 

Indonesia
$20 for orders below $250
Free delivery for orders above $250 

Philippines
$25 for orders below $300 
Free delivery for orders above $300

The delivery period excludes any delay caused by the local customs. For bulk orders, these rates do not apply, we will be in touch with a revised subsidised rate. For other countries, please contact us on orderpuretinc@gmail.com for estimated shipping costs.

Will my order be charged for import and custom taxes?

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. As customs and import fees vary, we are unable to advise the amount payable for the parcel once it reaches your country.

Please do check with your customs and import authority for more details.

Pure Tincture is not responsible for these charges if they are applied and are your responsibility as the customer.

Order & Payment

Out of Stock

If the items you ordered are out of stock, we will contact you to provide you an estimate time of new stock arrival and advise on another recommended product.If there is no suitable replacement in terms of effects, we will not make the recommendation and will offer you a refund.

Incorrect Product

We are really sorry you have received the wrong item, please contact us at orderpuretinc@gmail.com so we can help you further.

Payment Modes

We accept payment via credit cards, bank transfer, PayPal, Apple Pay, PayNow, Paylah to the following bank accounts:

UOB Current Account: 314-300-488-9
DBS Current Account: 048-903-125
PayNow: 200508676H (UEN)
Please input your order number under the reference section.

For bank transfer, please text your order number to (+65) 9857 7859 or email orderpuretinc@gmail.com with bank transfer transaction copy. 

Payment Failure Error

Our customer service team will be happy to assist you with any errors that occur during payment process. Please email us at orderpuretinc@gmail.com.

Product & Ingredients

How do you choose your brands and products?

All products that we bring in are tried and tested on ourselves and have received the team’s seal of approval before recommending them to you.

Our products are carefully selected based on our selection criteria:

Efficacy - Products must deliver what it promises.

Purity - Products must contain the highest possible percentage of organic ingredients with no questionable ingredients and carcinogenic formulations.

Sustainability - Packaging must be 100% recyclable and biodegradable.

Animal Testing - We do not support animal testing or any form of animal cruelty.

Pure Tincture believes only in the best and we are committed to working with like-minded companies to give you the best. It is our goal to go above and beyond by providing superior service, a wide range of incredible products, and a thoughtful experience overall.

Patch Test

Since different skin types and conditions may react differently to a particular product, we always suggest reviewing the listed ingredients of products to help you identify any sensitivities with certain ingredients.

Even products that contain all natural ingredients, can cause skin reactions in susceptible individuals, especially if the products contain essential oils. Therefore, we recommend to do a patch test before use.

To do an allergy patch test, simply apply a small amount of the product to a small clean area such as behind your ear or your wrist. Wait for 24 hours to see if you have any reaction.

Product Enquiries

Our team is fully trained and familiar with the products. We are always happy to hear from you and help answer questions or just to provide our opinion! 

Please call us at (+65) 9857 7859 or email us at orderpuretinc@gmail.com.

Allergy Reaction

If there is an adverse skin reaction, then discontinue use immediately, and see your doctor or pharmacist if no relief comes from rinsing the affected area in cool water or you are a concerned about any side effects that you may have whilst using any products we carry in Pure Tincture.

We always recommend reviewing the ingredients of products and doing a patch test before use.

However, different skin types and conditions may react differently to a particular product. Even products that contain all natural ingredients, can cause skin reactions in susceptible individuals, especially if the products contain essential oils.

Returns & Exchanges

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Refund Policy

Pure Tincture will not accept returns or exchanges due to reasons such as a change of mind or unsatisfactory with the products’ scent or texture unless you have experienced an allergic reaction with the product (please see brands that accept returns).

Only products purchased in Pure Tincture stores, or on www.puretincture.com, may be accepted for returns or exchanges. Products purchased on sale or promotion cannot be returned or exchanged.

All returns or exchanges must be made within 15 days of receiving your order in its original packaging. 

We accept exchanges or store credits (after deducting the delivery fee of $6 from initial order that had qualified for free shipping) back into your account. Store credits are valid for use within 90 days from receipt of return product. Strictly no cash refunds will be made in any circumstances.

Returns

We do not honour any walk-in returns. To initiate a return, simply email us the reason and your order number, repack the product in its original packaging and return personally to our boutiques or mail it to: 

Attn: Returns
Pure Tincture
1 Coleman Street
#02-35
Singapore 179803
 

We recommend to mail the product via registered post and shipping cost will be borne by the customer. Pure Tincture will not be responsible for any parcels that are lost or damaged in transit. 

You will receive an e-mail confirmation when your return is received. The store credit (after deducting the delivery fee of $6 from initial order that had qualified for free shipping) will be refunded back into your account as store credits and is valid for use within 90 days from receipt of return product(s). To opt for this option, customers will be required to create an account on www.puretincture.com 

If you have any further questions, please don't hesitate to contact us at orderpuretinc@gmail.com.

Exchanges

To initiate an exchange, simply email us the reason and your order number, repack the product in its original packaging and exchange personally in our boutiques or mail it to:

Attn: Exchange
Pure Tincture
1 Coleman Street
#02-35
Singapore 179803

We recommend to mail the product via registered post and shipping cost will be borne by the customer. Pure Tincture will not be responsible for any parcels that are lost or damaged in transit.

You will receive an e-mail confirmation when the product is received by us, do reply with your choice of product(s) that you wish to exchange to. For exchanges to other available products of lower value, no refund will be given for the difference in amount. For exchanges to other available products of higher value, you will be required to pay for the difference in value.

Should you opt to have the exchanged products delivered to you, there will be a $6 delivery fee for orders with total value of less than $50.

If you have any further questions, please don't hesitate to contact us at orderpuretinc@gmail.com.

Cash Refunds

Cash refunds will not be provided for returns under any circumstances.

Accepted Brand List

These brands accept returns for allergy cases and we are happy to offer the same for you:

Evolve Organic Beauty
Earth Harbor
MV Skintherapy
OSEA
Santaverde
Suki Skincare
The Organic Pharmacy
Venn Skincare

Cream Points

Ways to Earn

Cream Points are an added bonus to your shopping experience on the site and just one of the ways we thank you for being a loyal customer.

All customers, including guest checkouts, will be able to earn points, and refer friends. In order to redeem points, customers must still create a store account.

Earn 1 point for every $1 you spend. You can use your loyalty points to redeem rewards to offset your purchases.

Ways to Redeem

We have 4 reward tiers: 

$5 (50 cream points) off minimum $60 purchase

$10 (100 cream points) off minimum $110 purchase 

$25 (250 cream points) off minimum $200 purchase

$50 (500 cream points) off minimum $300 purchase

When you have enough points to unlock a reward, you can exchange them for a reward coupon. You can redeem your reward coupon at the checkout. Simply enter your unique discount code into the Discount bar and click 'Apply.' You can only use one coupon code per order. Reward can only be used on products that are not on sale, excluding selected gift sets and services.

Birthday Perks

Register your birthday to receive 20 cream points (equivalent $2) at least 30 days before your birthday.

You also get to enjoy a one-time 20% cream points on your regular priced purchase.

Validity

There is no expiry date for Cream Points earned.

Limitations

Cream Points cannot be exchanged for cash.

Cream Points are not valid for use with other current promotions, discounted items, gift sets/vouchers or facial packages unless otherwise stated.

Cream Points will not be awarded for purchase of any treatments (including packages), product packages or facial vouchers.

Appointment & Packages

Appointment

All treatments are by appointments only. You may book a treatment here and indicate your preferred date and time in the comment section during checkout.

Cancellation of Appointments

We seek your kind understanding of our policy pertaining to cancellation of appointments. If you must cancel an appointment, please kindly inform us at least 12 hours before your appointment time after which it will be considered as last minute cancellation.

Please do note that there may be a last minute cancellation fee $20 of your package is applicable for cancellation or no show after confirmation of appointment. We understand that there may be a change of your schedule due to unforeseen circumstances, therefore we will review it on a case-by-case basis.

Pure Tincture reserves the right to cancel or allocate your slot to the next person in the event we do not hear from you 12 hours before the appointment time. Your early cancellation will give another person the possibility to have access to our slots.

Validity of Packages

All packages are valid for 1 year from sign-up. We will be happy to extend the validity if you have a valid reason. Kindly provide us proof of your absence.

Refund of Packages

Facial package is non-refundable and non-transferable.

Referral

Refer-a-Friend

Pure Tincture is an independent retailer which thrives to keep true quality organic skin care products as affordable as possible to everybody. We avoid expensive advertisements, costly store rentals and try to keep our cost low just so that our prices can be kept competitive here and globally. Mostly, we rely on word of mouth "advertisement" and friend's referral. As a form of appreciation to all who have been so supportive, we implemented this "Refer-a-Friend" program.

For every successful products referral, you and your friend will receive a $5 coupon code. Refer your friends by sharing your Smile's unique referral link. Once they click the URL and enters their email, they will get their reward. You will get the reward when your friend successfully makes a purchase.

For facial referral, you will get a choice of any add-on treatments worth $60 and your friend gets a one-time 20% off ala-carte facial treatment to indulge in the organic facial experience with us.

Successful Referral

A referral is considered successful only when your friend is a new customer to Pure Tincture and makes a successful first purchase with a minimum of $50 of regular-priced products with your unique referral link.

Validity

The referral benefit is valid for 3 months from the date the referral coupon code is sent. The validity for the referral benefit is strictly non-extendable. The referral benefit cannot be exchanged for cash and are not valid for use with other current promotions or discounted items unless otherwise stated.

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