Frequently Asked Questions
Everything you need to know about PURRELLE. Can't find an answer? Contact us.
📦 Orders & Shipping
How long does shipping take?
Standard shipping takes 7–20 business days depending on your location. All orders include tracking so you can follow your package every step of the way.
Do you offer free shipping?
Yes! We offer free shipping on all US orders over $50. International shipping rates apply at checkout for other countries.
Where do you ship from?
Our products are fulfilled from our fulfillment partners. Most products ship from our Asia-Pacific warehouse network, which is why delivery takes 7–20 days. This allows us to keep prices low without sacrificing quality.
Can I track my order?
Absolutely. Once your order ships, you'll receive a tracking number by email. You can use this to track your package anytime.
🔄 Returns & Refunds
What is your return policy?
We offer a 30-day satisfaction guarantee. If you're not happy with your purchase, contact us within 30 days and we'll arrange a refund or replacement. We want you to love what you ordered.
What if my item arrives damaged or incorrect?
Email us at support@purr-elle.com with a photo of the item and your order number. We'll send a replacement or full refund immediately — no return shipping needed.
How long does a refund take?
Refunds are processed within 3–5 business days of approval and will appear on your original payment method within 5–10 business days depending on your bank.
💄 Products
Are your products cruelty-free?
We work exclusively with brands that do not test on animals. The majority of our products are cruelty-free. Check individual product listings for specific certifications.
Are your products safe for sensitive skin?
Many of our skincare and makeup products are formulated for sensitive skin. We recommend checking the ingredients list on each product page and doing a patch test before full use.
What are PHOFAY products?
PHOFAY is a premium beauty brand that produces high-quality makeup and skincare at accessible prices. PURRELLE is an authorized retailer of PHOFAY products.
💳 Payments & Security
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, Amex), PayPal, Apple Pay, Google Pay, and Shop Pay. All transactions are secured with SSL encryption.
Is my payment information secure?
Absolutely. Our store is powered by Shopify, which uses bank-level SSL encryption to protect your payment information. We never store your card details.