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Frequently Asked Questions

FAQ

I have a question about an item, can you help?

We try to provide as much information as we can online to make your experience with us as simple and stress free as possible. If you can't find certain information or would like to discuss an item in further detail, feel free to contact us via email at hello@pureapotheca.com or phone with your query and we would be more than happy to assist. Alternatively, you are welcome to drop into our Summer Hill store to view our range in person and one of our team members will be available to help.

I can't find an item online that I saw in store, is it available?

As our range is constantly evolving and with new arrivals in store weekly, not all products available in our Summer Hill store are listed online. We do our very best to make as much as possible available online, however, if you are unable to locate a product you have seen in store, feel free to contact us via email, phone or visit us in store, and we would be glad to assist.

What happens if an item is sold out online?

Due to the bespoke and curated nature of Pure Apotheca, we pride ourselves on having an ever changing and seasonal range of products instore and online which mean things don't hang around for too long!

While certain products in our core, signature range are available year round, seasonal collections are only available in limited quantities and it is a matter of first in, best dressed until sold out.

If an item is sold out online, feel free to contact us and we will do our best to assist you. In some instances we may be able to reorder more, however this may not be guaranteed and unfortunately, in some cases, once an item is sold out, no further stock will be available.

Do you offer corporate gifting?

Absolutely! Contact us via email, phone or visit us in store to discuss a completely bespoke and customisable gifting solution that meets your business needs further.

Do you offer wholesale or trade discounts?

We do not offer wholesale or trade discounts on our product range.

About the Store

Where does the name Pure Apotheca come from?

apotheca (Latin), apothḗkē (Greek), apothecaire (French). noun, feminine, c.14th century - a person who makes medicines, pharmacist; a storehouse of finegoods.

The enigma Pure Apotheca draws on the origins of the brand and reflects the evolution of the business since its inception in 2020. The brand began as a range of soaps, body care and skincare rooted in pure, organic and natural ingredients formulated and produced by owner Rachel which drew on her pharmacist background and compounding knowledge. As the brand expanded to include a carefully curated array of finegoods and evolved into its first retail space, the name reflects its vast collation of unique homewares, gifts and one of kind pieces that make up the range.

You can read more about our story on our About page.

Who is behind Pure Apotheca?

Pure Apotheca is proudly a family run, small business. Rachel and her entire family have a strong and long standing connection to Summer Hill and have made it their mission to create a warm welcoming space for everyone to enjoy and one where Pure Apotheca is an extension of our hearts, home and family.

Who does your window and store displays?

It's just us! Our windows and displays are usually changed monthly and are often in tune with celebrating certain seasonal events. We take pride in bringing that nostalgic, old world charm of thoughtfully crafted and intriguing retail displays back to our streetscapes that inspire meaningful connection and memories with our signature touch of old meets new. We are truly appreciative of the attraction and affection our windows and displays continually receive.

Are your antiques for sale?

Our stunning antiques are a part of our family collection and make up the thread of our store and its story. We are glad you find joy and connection to the bespoke range of antiques in our windows and displays. Unfortunately, our antiques are for display purposes only and are not available for purchase.

If you would like to know more about the history of our antiques and vintage items, feel free to contact us and get in touch.

Shipping

How much will shipping cost?

Shipping is calculated at checkout and depends on the order value, item size and delivery location. FREE shipping is offered on all orders over $150 Australia wide, excluding bulky items. Orders under $150 typically attract a $20 flat rate fee, excluding bulky items. Shipping rates for bulky items are calculated at checkout based on postcode.

How long will my order take to arrive?

Orders are usually shipped from our Summer Hill store within 1-2 business days. 

We use a number of courier networks to ensure your parcel gets to you as soon as possible. Your order will be trackable with a unique tracking number emailed to you once your parcel has been collected from our store. Please allow upto 3-7 days for your parcel to arrive. 

Where do you ship to? Do you offer international shipping?

Pure Apotheca ships Australia wide, including PO Boxes.

We do not offer international shipping at this stage, however, are happy to make arrangements in certain circumstances. Feel free to contact us with your enquiry and we will do our best to provide you with further details.

Returns

What happens if my items arrive damaged or faulty?

Should your online order arrive damaged or be defective, Pure Apotheca must be notified via email within 48 hours of delivery of the order. Please email a full description with photos to hello@pureapotheca.com and a team member will be in contact with you to assist. 

If goods are returned damaged or faulty due to manufacturers defects, Pure Apotheca wherever possible will endeavour to replace the goods to the customers satisfaction. Replacements are not able to be offered on sale or clearance items. Should Pure Apotheca not be able to replace the goods, a full refund of the item's purchase price or credit note will be offered to the customer. Please note, the initial cost of shipping originally incurred for all orders placed is strictly non refundable under any circumstance. 

Please see our Shipping and Returns page for further details.

What happens if have changed my mind after purchasing?

Pure Apotheca accepts return or exchange of merchandise due to change of mind where an item is in a original saleable condition, with the original tags and labels still attached, the item is in its original packaging (if applicable), and the item is unused and as sold within 7 days of purchase. All returns or exchanges must be accompanied with the original receipt as proof of purchase. 

Please choose items carefully when purchasing. Please note, we do not offer exchange or refund due to change of mind on certain items and the cost of shipping incurred on all orders placed is strictly not refundable - please see our Shipping and Returns page for full details.

Can I exchange or return a product instore which I purchased online?

Yes, we are happy to offer returns or exchanges instore in accordance with our Returns policy for items purchased online. Proof of purchase must be supplied. Returns due to change of mind or exchanges can be made upto 7 days after purchasing online. Where an item is returned due to being faulty/damaged, Pure Apotheca must be notified within 48 hours of delivery via email prior to returning to store. After these time frames, returns or exchanges are not able to be offered.

See our Shipping and Returns page for full details on our returns policy.

Secure transactions

Transactions are handled with bank-grade security.

Simple checkout

Our secure checkout is quick and easy to use.

Get in touch

Have questions? Get in touch with us at any time.

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