FAQ
Everything You Need to Know, All in One Place.
From shipping and returns to payment methods and order tracking . we’ve answered your most common questions with clarity and ease. This section is designed to give you confidence at every step, ensuring a smooth, informed, and enjoyable shopping experience.
SHIPPING
WHERE DO YOU SHIP?
We currently ship to all areas in Saudi Arabia using trusted delivery services.
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
We process and ship orders from Sunday to Thursday, excluding official holidays. Shipping typically takes between 1 to 3 business days. The estimated processing time will be displayed when you select a shipping method during checkout.
Once a tracking number is issued, you will receive a notification via email containing the number. It may take several hours for tracking updates to appear on the tracking link, depending on the shipping company.
Please note that we are not responsible for any delays that occur during the shipment’s transit by the delivery company.
WHAT IS YOUR SHIPPING POLICY?
Shipping & Delivery Policy
At Pureness, we are committed to delivering your orders safely and as quickly as possible. We work with trusted shipping partners to ensure the highest quality service.
Delivery Time
Orders within the Kingdom of Saudi Arabia are typically delivered within 2 to 15 business days, depending on the destination city and selected shipping method.
Shipment Safety
We take great care in preparing your orders. However, once the shipment is handed over to the carrier, the responsibility for its protection and handling lies with the shipping company.
Delivery Delays
Delays may occur due to circumstances beyond our control or issues related to the shipping company. While we always strive to track your order until it reaches you, we cannot guarantee an exact delivery date.
Order Tracking
Once your order is shipped, you will receive a tracking number via email or SMS, allowing you to follow your shipment and check the delivery status step by step.
Returned Shipments
Shipments may be returned to our warehouse in the following cases:
- Failure to respond to the shipping company's attempts to contact you or repeated rescheduling of delivery.
- Incorrect
shipping information provided during the order process
In such cases, the customer is responsible for covering the cost of re-shipping the order, and the original shipping fee will not be refunded.
ORDERS & PAYMENT
WHICH PAYMENT METHODS DO YOU ACCEPT?
We currently accept all major credit cards (Mada, Visa, Mastercard and Apple Pay,).
CAN I MODIFY MY ORDER AFTER PLACING IT?
Please contact us as soon as possible and provide your order details, and we will do our best to process your cancellation request. However, we cannot guarantee the possibility of modifying or canceling the order once it has been completed. During periods of high order volume, we may be unable to modify or cancel any orders.
Additionally, we are not responsible for any errors in the shipping address or delays that may occur after the shipment has left our facility.
HOW CAN I CHECK MY ORDER?
You can view your order status on your Account page which is updated as soon as your payment is processed and when your order ships.
RETURNS & REFUNDS
WHAT IS YOUR RETURN POLICY?
We value our customers’ satisfaction and therefore provide a flexible return and exchange policy for yoga products :
Return Period
You may request a return or exchange within 7 days from the date of receipt.
Return Conditions
- The product must be unused and in its original condition.
- The product must be in its original packaging, with tags and invoices included.
- Products that show any signs of use, damage, or missing original packaging are not eligible for return.
Non-Returnable Products
- Products that have been used on the skin or show signs of sweat (for hygienic reasons).
- Discounted or promotional items, unless they are found to have a manufacturing defect.
Exchange
- Products can be exchanged for another size or color (if available) within the same return period.
Shipping Costs
- If the return is due to an error from our store (wrong item delivered or a manufacturing defect), we will cover all shipping costs.
- In all other cases, the customer is responsible for return or exchange shipping fees.
How to Submit a Request
- To request a return or exchange, please contact us via [Customer Service Email / WhatsApp].
Requests are processed within 3–5 business days after the product is received and inspected.
WHAT IS YOUR REFUNDS POLICY?
Refund
- Once the returned product is received and inspected, the refund will be issued using the original payment method.
- If the payment was made by bank card, the refund may take 5–10 business days depending on the bank.
PRODUCT CARE
HOW DO I TAKE CARE OF THE PURENESS YOGA MAT ?
Love Your Pureness Yoga Mat — Keep It Fresh and Ready for Every Flow!
How to Care for Your Mat the Right Way:
1. Gentle Cleaning for Lasting Grip
- After each session, gently wipe your mat with a soft, damp cloth to remove sweat and dirt.
- Avoid harsh chemicals, essential oils, or soaking it in water to protect the grippy surface.
- Let your mat air dry completely before rolling it up—this keeps it fresh and odor-free.
2. Smart Storage for Shape and Longevity
- Always roll your mat with the smooth side facing outward to prevent creases and maintain its shape.
- Store it in a cool, dry spot, away from direct sunlight and sharp objects that could cause damage.
3. Everyday Care Tips for a Mat That Loves You Back
- Give your mat a moment to breathe—avoid stepping on it right after applying sweat, sunscreen, or any skin products.
- Protect your mat’s surface by keeping it away from sharp nails, shoes, or rough surfaces that could scratch it.
- Keep pets, dirt, and heavy items away from your mat to preserve its texture and durability.
HOW DO I TAKE CARE OF PURENESS CORK BLOCK ?
Get optimal support in your yoga practice with the Pureness Cork Yoga Block and keep it clean and long-lasting by following these guidelines:
1. Daily Gentle Cleaning
- Wipe the block after each session with a soft damp cloth to remove sweat and dirt.
- Avoid harsh chemicals or strong essential oils directly on the cork to prevent surface damage.
- Allow the block to air dry completely before storing to maintain its shape and prevent odors.
2. Deep Cleaning When Needed
- For stubborn stains, wipe the block with a light mixture of water and vinegar, then dry with a clean cloth.
- Important Warning for Essential Oils:
- Use only a very small amount (1–2 drops).
- Choose gentle oils like tea tree or lavender.
- Do not overuse oils, as they can damage the cork surface or leave permanent stains.
3. Proper Storage
- Store the block in a cool, dry place away from direct sunlight.
- Avoid placing heavy objects on it to prevent deformation.
- Keep it away from rough or sharp surfaces to protect the cork surface.
By following these care tips, your cork block will remain durable and clean, ensuring optimal performance in every yoga session.
CONTACT US
HOW CAN I CONTACT THE PURENESS TEAM?
You are always welcome to contact us for any questions, feedback, or product suggestions.
You can reach us easily via our contact form, email, or WhatsApp.
Our Pureness support team is available from Sunday to Thursday, 9:00 AM – 4:00 PM (excluding official holidays).
We strive to reply to all messages within two business days.
To help us assist you faster, please avoid sending duplicate messages about the same request, as this may cause delays in our response.