FAQ

Orders & Shipping

How long does delivery take to the UK?

UK orders are typically delivered within 8-15 business days from the date of your order. This includes 1-2 business days for processing and 7-12 business days for shipping.

How long does delivery take to Europe (EU)?

EU orders are typically delivered within 7-15 business days from the date of your order. This includes 1-2 business days for processing and 6-13 business days for shipping after dispatch.

Do you offer free shipping?

Yes. We offer free standard shipping on all orders to the UK and Europe.

Will EU customers pay import VAT or customs fees?

Some orders may ship from outside the EU. EU customers may be charged import VAT, customs duties, carrier handling fees and the temporary EU customs duty of EUR 3 per item for low-value e-commerce parcels from 1 July 2026 to 1 July 2028, unless these costs are prepaid at checkout.

Can I track my order?

Yes. Once your order has been dispatched you will receive a tracking link by email. Please allow up to 48 hours after dispatch for tracking information to become active.

Returns & Guarantee

Can I return my order?

Yes. You have a 14-day right of return from the day you receive your order, provided the item is unused and returned in its original packaging.

What if my item is faulty?

Contact us at PureDropsCo@proton.me with your order number and clear photos or a short video. EU customers also have a minimum 2-year legal guarantee for faulty goods.

Product Safety

Are the humidifiers electrical products?

Yes. They are electrical/electronic products. Use them only as instructed, keep the base and plug away from water, unplug before cleaning or refilling and do not use the device if the cable, plug or product is damaged.