FAQ - Frequently Asked Questions

We offer you various payment options: PayPal, credit card (Visa, Mastercard, Amex), Google Pay, Klarna Instant Pay, Klarna Installment Purchase, Klarna Pay by Invoice in 30 days, SEPA direct debit, and advance payment by bank transfer. Please note: For advance payment, your order will only be processed after receipt of payment. When paying with Klarna, you transfer the invoice amount directly to Klarna – a transfer to us is not required.

Your invoice is included with your order and will also be automatically sent to you by email once your order has been processed.

For online orders, you can view and download your invoices at any time in your customer account.

If changes are made subsequently, the originally sent invoice may be outdated. In this case, you will receive an updated version via our Support.

A valid email address must be provided for every registration so that we can reliably send you your invoice.

With Klarna, you can conveniently pay for your purchase in monthly installments. Approval and processing are handled directly by Klarna. If you pay with Klarna, you transfer the invoice amount directly to Klarna – no transfer to us is necessary.

With Klarna, you can conveniently pay for your order within 30 days. The review, approval, and payment processing are handled directly by Klarna. When paying with Klarna, you transfer the invoice amount directly to Klarna – a transfer to us is not required.

You can redeem your discount code & voucher in the shopping cart or at the latest at the checkout in the field "Discount code". The amount will then be automatically deducted from your order.

Please first check if you are using the correct discount code and if it is intended for the respective shop (end customer [.de] or professional [.pro]). Also, pay attention to the validity period and the promotional terms and conditions. In many cases, discount codes cannot be combined with other vouchers or promotions. If your code still doesn't work, feel free to contact our support.

No. Discounts cannot be combined.

Die Zahlungsart SEPA-Lastschrift kann ausschließlich genutzt werden, wenn uns ein gültiges SEPA-Lastschriftmandat vorliegt.

Das entsprechende Formular steht dir als PDF zum Download zur Verfügung. Du findest es im Footer unseres Onlineshops und kannst es somit von jeder Seite aus aufrufen.

Fülle das SEPA-Lastschriftmandat einfach digital oder ausgedruckt aus und sende es anschließend per E-Mail an info@purhair.de.

We offer you the following shipping options:

• FedEx Express – Delivery usually on the next business day.
• DHL Standard – Delivery within 1–3 business days.

We currently only ship within Germany and Austria. If you run a salon in Switzerland or another country, please contact our sales department personally or by e-mail. We will connect you with the appropriate PUR HAIR distributor for your country.

Yes, for orders over €150.00 net, we ship your order free of charge. The statutory VAT will be charged additionally.

Shipping costs within Germany are €8.00 per order.

Orders received Monday through Thursday by 12:00 PM are usually packed and shipped by our team on the same day. Depending on the shipping provider, your order will usually arrive within 1–2 business days.

Your order will usually arrive within 1–2 business days. Before holidays or during discount promotions, longer delivery times may occur due to the increased order volume.

Yes. Once your order has been shipped, you will automatically receive a shipping confirmation with your tracking number.

Please first check if your package was delivered to a neighbor or a post office. If your order is still missing after that, please contact our support. We will be happy to help you.

Usually, another delivery attempt will be made on the next business day or your package will be dropped off at a post office. Please check the tracking for more information. If the whereabouts remain unclear, please contact our Support.

We are sorry about that. If only the packaging is damaged, you don't need to do anything further. If products are affected, please send our support a photo of the damage and your order number.

For commercial orders, there is no statutory right of withdrawal. Returns can therefore only be considered after prior agreement and as a gesture of goodwill.

Please first contact our Support. Prerequisites are an invoice that is no older than 90 days and the fully completed return form included in the package. Returns are generally only accepted as a merchandise exchange for the equivalent value.

You can easily register your return via our Support. Alternatively, you can also reach us via the contact form or by email at info@purhair.de. Our team will then take care of your request as quickly as possible.

Yes, you will have to bear the costs of the return yourself, unless otherwise agreed.

An order can be cancelled, for example, if an item is no longer available or if there are outstanding payments from previous orders. If you have any questions about a cancellation, please contact our Support. We will be happy to review your request personally.

Unfortunately, we cannot accept returns of opened or used products, as we are unable to resell them for legal and hygienic reasons.

Yes, if your return causes the order value to fall below the minimum required for a free product, the free product must also be returned. If you wish to keep the free product, its regular retail price will be deducted from your refund.

Yes, you can return multiple orders in one package. The prerequisites are that all returns have been registered with our support team in advance, the products were ordered within the last 90 days, and the fully completed return form is included with the shipment.

Exchanges are generally possible for our hair dyes. For other products, this depends on the individual product value and case. Please contact our support by phone or email. Together, we will find a suitable solution.

No. We can only process returns for products purchased directly from PUR HAIR PROFESSIONAL. Please contact the retailer or shop where you purchased the product with your concern.

Once your return has been received and inspected, the refund will be issued either as a product exchange of equal value or as store credit for your next order.

Please contact our Support by phone beforehand. The shipping costs of the original order will not be refunded.

We will process your return as quickly as possible during our business hours. Processing usually takes up to four working days after receipt of your return.

Once your return has been received by us, you will receive a confirmation from us. We will then process your request as quickly as possible and inform you once the inspection is complete and further processing has taken place.

You can find the estimated delivery time in your order confirmation email. Depending on the availability of items and during peak times, such as before holidays or during discount promotions, delivery may be delayed. Once your order has been shipped, you will automatically receive a shipping confirmation with your tracking information.

Generally, you can change or cancel your order as long as it has not yet been packed or picked. Our orders are usually processed and prepared for shipping between 8:00 AM and 12:00 PM to ensure the fastest possible delivery.

Once your order has been picked or an invoice has already been created, subsequent changes are unfortunately no longer possible. This applies particularly to payment methods such as PayPal, Klarna, credit card, or Apple Pay, as payment has already been completed and an invoice must be generated. In this case, the existing order cannot be adjusted – necessary changes can only be made through a new order.

If you wish to change your order, please contact our support team as soon as possible so we can check if an adjustment is still possible.

If you ordered online, you can find your order overview at any time in your customer account. If you placed your order by phone, you will receive an overview of the items ordered by email with your invoice.

If you ordered with PayPal Express, Apple Pay, or Google Pay, your order may have been created using the email address stored with the payment provider. If this differs from your customer account, the order will not appear in your order overview.

We're sorry that your product arrived damaged. Please send our Support a photo of the damaged product along with your order number. We will review your request as quickly as possible and work with you to find a suitable solution.

We are sorry that you received a wrong item. Please contact our support with your order number. We will check your request as quickly as possible and find a suitable solution.

If a product does not work as expected, please contact our Support. We will be happy to help you or recommend suitable advice or training at our PUR HAIR Academy.

This is normal. Due to the migration of our online shop, re-registration is required, which is why your previous password no longer works. Instead, you will receive a one-time login code via email for each login – if you have any questions, our Support will be happy to help you.

If you don't see any prices despite being logged in, your customer account has probably not been activated yet. If you still don't have access after two working days, please contact our support.

After your registration, our sales team will verify your business registration. Once your business has been confirmed, we will activate your customer account. From this point on, you can view all prices and conveniently order in our online shop.

You can change your account details yourself at any time in your customer account. If something doesn't work, our support team will be happy to help you during business hours.

You no longer need a fixed password. Simply enter your email address and we'll send you a one-time login code. You'll receive a new code for each login.

Yes, simply contact our Support for this. Account deletion is possible once there are no outstanding amounts, refunds, credits, or open orders.

Yes. For our salon partners, we provide an exclusive download page with comprehensive instructions and information materials.

There you will find, among other things, instructions for PUR HAIR colour in various languages as well as detailed application notes for our Brazilian Keratin Straightening. This gives you quick access to the most important information for professional use in the salon at all times.

You can find all important information about our products directly in our online shop.

On each product page, we provide you with carefully prepared information on application, properties, ingredients and further product details. You will also find detailed background information on the individual PUR HAIR product lines in the menu under "Our Lines".

We keep all content as up-to-date as possible. However, please note that formulations and ingredients may change over time. Therefore, the information on the respective product packaging is always authoritative.

Our test packages are exclusive trial package offers for new business customers who would like to test our products and can only be ordered once per salon or person.

If you have any questions about your order, our Support team will be happy to assist you.

Yes! As a new customer, when you subscribe to our newsletter for the first time, you will receive a one-time 10% discount on your first order.

After registration, we will automatically send you your personal discount code via email. Please note that the newsletter discount cannot be combined with other discount promotions.

You can find the sign-up for our newsletter at the bottom of our website. Just click here.

You can unsubscribe from our newsletter at any time. Simply click on the unsubscribe link in the footer of one of our newsletter emails. Alternatively, you can send us an email to info@purhair.de and declare your revocation of consent. Please note that in individual cases, newsletters that have already been scheduled may still be sent. After that, you will no longer receive any newsletter emails from us.

Thank you for your interest! Depending on the country, a collaboration as an exclusive distributor or dealer is possible. For more information, please contact our Sales Manager Dominik Schmitt via email at ds@purhair.de or via LinkedIn. He will be happy to advise you personally.