Things to know before buying
Things to know before purchasing (Q&A)
If you have not yet received an order confirmation email, there may be several reasons:
▲ Your email address is incorrect or your mailbox is full, which prevented the email from being delivered successfully.
▲ The free email address provided by the portal you are using may be blocked due to server issues (e.g., PChome, Yahoo, QQ, 163, etc.).
▲ You can view your order history in 【My Account (Login Required) > Order History】. If you can find your order, it means your order has been completed.
Delivery and logistics issues
★ Please be sure to fill in the correct shipping information (e.g., recipient, shipping address, contact number) to avoid your package not being delivered. If you have a preferred delivery time or special instructions, please leave a message in the order notes, and we will assist you in informing the courier company.
★ If you find the address is incorrect after placing your order, please send an email to info@purnexxt.com to contact customer service and we will assist you in correcting it.
How long after placing an order will I receive the goods?
▲ After placing your order, the estimated delivery time is approximately 24 days! Please note: During holidays (such as Singles' Day, Christmas, and Chinese New Year), shipping may be delayed. We recommend placing your order as early as possible to receive your goods faster!
Regarding order inquiry/modification/cancellation
★ To view order details, please go to [My Account (requires login with member email address) > Orders].
★ Once an order is submitted, it cannot be modified or cancelled, including the items and quantity.
★ If you need to change your payment method or delivery method, please contact customer service at info@purnexxt.com. Our staff will contact you as soon as possible.
★ To ensure the quality of our products and shopping experience, we reserve the right to modify or cancel orders.
Product Inquiry
★ Our products are sourced directly from German pharmacies and brand-certified local distributors, ensuring authenticity and German manufacturing. Proof of purchase is provided for all product lines.
★ Germany places great importance on supply quality. Product packaging will indicate the expiration date (day/month/year) or the expiration date after opening (e.g., 12 months; use within 12 months of opening and store properly; the expiration date for some skincare products may be indicated on the outer packaging, as required by German regulations. Please contact customer service if you have any questions).
★ German products emphasize simple and environmentally friendly packaging. Cardboard boxes are rarely sealed with an additional plastic film, making them more susceptible to minor damage during shipping. Thank you for your understanding!
What is the expiration date of product XXX?
▲ This website partners with local German manufacturers, importing goods from Germany weekly to ensure the freshest product supply on the market. Please refer to the product page for the exact expiration date. If not specified, please contact customer service for inquiries.
After-sales service - 7-day inspection period
★For hygiene and safety reasons regarding health food products and personal hygiene reasons regarding cosmetics, please confirm that you receive the correct goods before shipment. Returns and exchanges are not accepted except for incorrect shipments, serious damage, or defective products.
★ Damaged goods will be assessed and handled by customer service. If the damage is due to personal preference, dissatisfaction with the product, or expiration, please keep the product in its new, unopened condition. Customer service will arrange for a return via a logistics company.
★Upon receiving the goods, please immediately check for any abnormalities. If you have any questions, please contact customer service within 2 days of receiving the goods (and attach photos of the product and packaging). We will arrange for a specialist to assist you.
Why is the packaging of the received goods damaged?
▲Our products are shipped directly from Germany to your door. Although the German manufacturer provides meticulous packaging, minor bumps and scratches are still unavoidable during transportation. Please understand that the outer packaging box may occasionally have minor scratches and wear.
How long does it take to receive a refund after returning an item?
▲After you submit a return request to customer service, we will process the refund after confirming that we have received your returned goods.
▲We will process the refund using the original payment method. Credit card refunds typically take 5-10 business days (excluding holidays).
Do customers need to pay for return shipping?
▲If the product is found to be damaged after inspection and meets the return/exchange conditions, our specialist will contact you to arrange the return. We will cover the shipping costs; customers will not need to pay any additional fees.
▲If the return or exchange is due to personal preference, the customer will be responsible for the return shipping cost.
You will need to pay for return shipping.
Customer service contact information
★If you have any suggestions or questions about our products, ordering process, or services, please feel free to contact our official customer service email: info@purnexxt.com . We will arrange for someone to contact you.
Customer service hours: Monday to Friday: 9:00 AM to 6:00 PM
Please leave a message in advance if you are visiting on Saturdays, Sundays, or public holidays. Our customer service staff will reply to you as soon as possible on weekdays!