Frequently Asked Questions

My Account

How do I register for an account?

To register for an account you need to have a valid email address. Head over to our sign up page to register for your own Pure Obagi account.

How do I register to receive special promotions?

You’ll automatically sign up to receive promotional offers when you register. If you would like to stop these emails, please update your email preferences by logging into your account.

I’ve forgotten my account password. How do I recover my account?

Have no fear! Simply enter your email address into our forgotten password page and we’ll email you a link to reset your password. 

How do I change my account details?

To amend your account details simply log onto your account. Select the ‘Account Details’ tab from the menu bar and amend your details.

Ordering

How do I place an order?

Firstly, log into your account. Browse the website and find your ultimate skincare products, add these to your cart.

Once you have added all your required products, select the handbag icon at the top left of the screen. Review the contents of your online shopping bag and click ‘continue to checkout’.

You will then be prompted to fill in any missing address or payment details. To complete your order, select the ‘place order’ button at the bottom of the page. 

We’ll send you an email to let you know that your order has been successfully placed.

How will I know when my order has been dispatched?

You’ll receive an email as soon as your order is on its way to you.

You can also log onto your Pure Obagi account, and select the ‘orders’ tab from the menu, here you can see the current status of your order.

What is the status of my order?

Using your account is a great way to track the status of your orders. Once logged in, select the ‘orders’ tab from the menu, here you can see your order history and the status of your orders.

How can I cancel my order?

If you wish to cancel or alter your order you can do so through your account. If you are not a registered user please get in touch with our customer care team on info@pureobagi.com as soon as possible. Quote your order number, name, address, product details and reason for cancelling. Please note order cancellations are only possible if the items have not been dispatched. I received the wrong item, what should I do?

If you’ve been sent the wrong item, please email the customer care team on info@pureobagi.com. Quote your order number, name, address, product details and reason for return. Please also state whether you would prefer to receive a refund or a replacement. With this information we can then advise you on how to proceed.

There’s an item missing from my order. What should I do?

Occasionally products are sent out in separate packages. After your expected delivery time has exceeded and you still haven’t received your item, please email the customer care team on info@pureobagi.com. Quote your order number, name, address, product details and reason for return. With this information we can then advise you on how to proceed.

Payments & Discounts

What payment methods can I use?

You can pay with either a debit or credit card at the checkout page. Paypal is also available. We also offer Klarna, a pay later option which allows you to order the goods and pay up to 30 days later with either a credit or debit card.

Will I be charged VAT?

All orders are charged VAT, which is included in the total order price.

How do I use a discount code?

To apply a discount code to your order, add the code into the ‘coupon code’ box at the checkout, if valid your coupon code will then be used against your order and your new total price will be updated below. Remember, to sign-up to receive email updates and receive an exclusive code for 15% off your first order.

Why isn’t the discount code working?

We’re sorry to hear that your voucher code isn’t working. Please ensure that you are not using more than one code per order. If your discount code is invalid or expired this will flag up at the top of the page to let you know that it will not work.

If your voucher code is not affected by any of the issues stated above please contact our customer care team on info@pureobagi.com and we’ll be happy to assist you in getting this resolved.

Delivery

What delivery options are available?

All orders that are dispatched by DPD International Signed For and will require a signature on delivery. We offer Express Shipping with DHL offered to some regions and/or countries. Please refer to the checkout page for more details on delivery cost and expected time. 

I haven’t received my order, what should I do?

If your expected delivery time has exceeded and you still haven’t received your item, please email the customer care team on info@pureobagi.com. Quote your order number, name, address, product details. With this information we will review the shipping status and contact you. Please note delivery lead times are estimated. Delivery of items is done using a third party, so PureObagi cannot guarantee delivery by a certain date. The majority of orders are delivered within 2-7 working days, however, customers must allow up to 14 working days for delivery before PureObagi will re-send an order.

My delivery has arrived damaged, what should I do?

We are sorry to hear that your order has arrived damaged. Please email the customer care team on info@pureobagi.com. Quote your order number, name, address, product details and reason for return, along with your preference for a refund or replacement. With this information we can then advise you on how to proceed. You have 30 days from receipt of the faulty item to return it to us.

Returns & Refunds

What is the Pure Obagi returns policy?

Due to the nature of the products, only undamaged, unopened items can be returned. If after receiving your goods you decide you no longer wish to use them you have the right to return them to us within 14 days of receipt. We will refund you upon receipt of the goods, minus any postage cost. Refunds will be made to the original payment method used to place the order. 

We reserve the right to charge for any postage and packaging costs incurred. Please include a note in the box stating your name, order number, contact details and reason for return, and ship the product to:

Pure Obagi

Unit 16 The Exchange

Calmount Business Park

Ballymount

Dublin 12

Please note refunds can take up to 10 working days to appear in your bank account. Returns postage is to be covered by the patient.

How do I return an item?

Package the product securely. Add a note into the package which states your name, order number, contact details and reason for return, and ship the product to:

Pure Obagi

Unit 16 The Exchange

Calmount Business Park

Ballymount

Dublin 12

Please note refunds can take up to 10 working days to appear in your bank account. Returns postage is to be covered by the patient.

When will I receive my refund?

Please note refunds can take up to 10 working days to appear in your bank account. Returns postage is to be covered by the patient.