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frequently asked questions

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  • account info
  • product info
  • order info
  • payment info
  • delivery info
  • Returns and exchanges
  • Klarna
  • Contact
  • Discounts
  • Authentication
  • Compliance

account info

How do I register?

Welcome to MONPURE! If you wish to register an online account, simply click here.

How do I subscribe to emails?

You can subscribe to our emails simply by entering your email address into the sign-up bar at the footer on the bottom of this page.

How do I change my account details?

Click here to login and select ‘Edit’ from the menu options to update your account details.

I have forgotten my password. What should I do?

Simply click ‘Forgotten Password’ then enter your email address. Check your inbox for an email with a password reset link (look in your spam folder if you can’t see it). Click the link and enter your new password and click ‘Save’. Once you have changed your password, an email will be sent asking you to confirm your new password. Simply follow the link and your password will be changed.

How do I unsubscribe from emails?

Sorry you’re leaving us. You can unsubscribe simply by clicking here. If you are having difficulties unsubscribing and are still receiving emails from us, please reach out to our customer care team at to confirm your removal.

How do I delete my account?

We're sorry to see you go - remember, your MONPURE account is free and enables you to shop easily without having to enter your details each time.

If you'd still like to deactivate your account, you'll need to get in touch with our customer care team at We will be able to deactivate your account and send you an email to confirm your account has been closed.

product info

How is MONPURE different to other haircare brands?

We believe scalp health equals hair health – and thicker, fuller hair at that. We aim to treat the hair from the inside out, as opposed to suffocating it with a silicone coating. What’s more, every product in our pioneering new range has been designed to give the scalp everything it needs to stay calm and healthy, so that your hair can flourish.

When can I expect to see results with the Follicle Boost Hair Density Serum?

The average hair’s growth rate is around 1cm a month. The Follicle Boost Hair Density Serum enhances the natural hair growth cycle, activating dormant hair follicles with innovative active ingredients. Here’s what you can expert with daily use:

Months 1-2

Initially targets the catagen (transition) and telogen (shedding) phases. You’ll notice less excess shedding.

Months 3-4

Boosts the growth of new strands leaving the telogen phase and entering into a new cycle of the anagen (growth) phase. You’ll begin to see fuller hair.

Months 5-6

Prolongs the anagen phase, resulting in visible hair growth, thickness and fullness.

It is important to approach your hair growth journey with patience and consistency, with the understanding that it forms part of the broader hair growth cycle.

When can I expect to see results with the Shampoo + Conditioner?

Giving your scalp and hair the opportunity to recuperate and deliver strength from within requires well-managed expectations, patience and consistency. The Strengthening Silk Protein Shampoo rebuilds the hair’s natural strength, a process that can take up to 4 to 6 weeks, in which the scalp and hair are freed from the build-up of synthetic cleansing and conditioning agents, as well as being repaired, strengthened and nourished to foster healthier, stronger hair going forward.

Are the products safe for colour treated hair?

All MONPURE products are safe for colour-treated hair. In fact, active ingredient vegan silk peptides works to improve colour protection by 35%.

Are the products suitable for keratin-treated hair?

All MONPURE products are effective to use after any chemical treatments, such as keratin treatments, and do not contain abrasive ingredients such as sulphates, parabens or silicones.

Can I use the products while pregnant or breastfeeding?

All products are dermatologically tested, suitable to use during pregnancy and breastfeeding and cruelty free.

How long does a bottle of serum last?

How long the serum lasts depends on the frequency that you use it, but a little goes a long way. If you use it as a daily treatment, it should last around 6-8 weeks (on average). If you use it to spot treat areas of concern, it can last longer, around 3 months on average. Once opened, the life of the serum lasts between 18-24 months.

Should I apply the serums to wet or dry hair?

The serums can be applied when hair is dry, damp or towel-dried after a shower. We recommend applying the serum to damp or towel-dried hair to optimal absorption and to prevent any oily residue.

Does MONPURE test on animals?

MONPURE is completely cruelty free, no products or ingredients are tested on animals and none of the laboratories we work with are involved in animal testing.

Where are MONPURE's ingredients sourced?

All our ingredients are sustainably sourced from all over Europe, ensuring that our suppliers are cruelty-free and adhere to the highest ethical standards.

order info

How do I place an order?

You can buy MONPURE products here. If you're having trouble placing an order, please contact our customer care team on and we will be able to assist you.

Can I place an order over the phone?

We are currently unable to place orders over the phone, click here to shop our range online. If you have any further questions, please email and we will try to help.

Can I place an order to a different address?

Yes, just fill in the section marked ‘Shipping address’ at checkout and unselect the box marked ‘Same as billing address’.

Can I amend an order?

If you wish to change your order, please email However, if an order has already been processed it may not be changed.

Can I cancel an order?

If you wish to cancel your order, please email

What is the status of my order?

We will send you an email once your order has been confirmed, then again when it’s been processed and finally when it’s been dispatched. If you have any queries, send us an email with your order number and name at

What do I do if I have ordered the wrong items?

If you wish to change your order, please email However, if an order has already been processed it may not be changed.

Where can I purchase MONPURE products in London?

You can currently purchase MONPURE products in person from Selfridges & Co. in London, Oxford Street.

payment info

What forms of payment do you accept?

Currently through Shopify Payments we can accept Visa, Mastercard, AMEX, Maestro, Shop Pay, Apple Pay and Google Pay; as well as PayPal.

Will I be charged VAT?

As we are a VAT-registered company, we have already included a VAT charge in the price of the product (the price you see is the total price).

Orders delivered to countries outside the EC fiscal area will not have VAT (UK Tax) charged on them. Please note that depending on your order and country, you may be liable to pay local taxes and duties on receipt of your order, for which MONPURE cannot accept liability.

When will my credit or debit card be charged?

Immediately, whether your payment was processed via Credit Card or PayPal.

Can I remove my saved payment method?

Click here to login to your account and update or remove your payment method.

I have a payment problem on my order. What should I do?

Make sure your card details are entered correctly – the security code is a three-digit number found on the back of your card. Your card issuer may have declined your payment - as we aren’t told the reason for this, you would need to check with them or contact your bank. Alternatively, you might want to try paying with another card.

If you've tried all of the above and are still having problems, please contact our customer care team at and we will be happy to help.

Why can't I add a new payment card?

Click here to login to your account and update your card details. If it still won’t update, drop us an email at and we will try to help.

How do I use a promotional code?

Enter the code in the box marked ‘Promotional Code’ at checkout and it should automatically be applied to your total cost.

Why won't my promotional code work?

Discount codes can’t be used in conjunction with any other offers or discounts.

Check that the Promo Code is entered in the box exactly as it was given to you (copy and paste are your friends here). Check that the expiry date on the code hasn’t passed. Make sure you’re only applying one promotion to your order.

If you've tried all of the above and are still having problems, simply email our customer care team at and we will be happy to help.

Can I use more than one promotional code?

Unfortunately, no. Only one promotional code can be applied to an order.

What can I do if my payment is declined?

If your payment has been declined, then you’ll need to place your order again. We’re not able to reinstate an order once the payment has been declined.

Make sure your card details are entered correctly – the security code is a three-digit number found on the back of your card. Your card issuer may have declined your payment - as we aren’t told the reason for this, you would need to check with them or contact your bank. Alternatively, you might want to try paying with another card.

 If you've tried all of the above and are still having problems, please contact our customer care team at and we will be happy to help.

delivery info

Where does MONPURE deliver to?

We deliver our products worldwide, with a handful of exceptions. Please see below for a full list of destinations:

UK & Northern Ireland

Ireland (Republic of)







Bosnia & Herzegovina



Canary Islands (Spain)




Czech Republic











Hong Kong

















Macedonia (Republic of)



Moldova (Republic of)


Montenegro (Republic of)


New Zealand









San Marino

Saudi Arabia

Serbia (Republic of)




South Korea


Sri Lanka








Do you deliver to the EU?

Yes. We have a distribution facility located within the EU so we can deliver great service across Europe.

How long does delivery take?

Deliveries times vary, more information will be given when checking out on estimated delivery times.

What do I do if I have not received my order?

If it has been more than seven working days and you have not received your product, please contact our customer care team at Please note that processing times may increase occasionally when there is especially heavy demand, e.g. around the holidays.

If your order was sent via a shipping partner that offers track and trace, they will email you directly to update you on the status.

Will I be charged customs and import charges?

Depending on your order and country, you may be liable to pay local taxes and duties on receipt of your order, for which MONPURE cannot accept liability.

What happens if I am not at home to accept my delivery?

If you are not available to accept delivery of your order, your mail carrier may leave it with a neighbour or at your local sorting office – they should post a card with details through your letterbox.

If you have selected shipping through DHL, the courier will leave a card, telling you they tried to deliver. If you don't call DHL, they'll try to deliver your order on the next working day. If you're not there again, it'll try again for a third time on the next working day after that. If you still weren't able to receive your order after the third attempt, DHL will hold on to it for seven days. They'll then return it to us and we'll contact you to arrange a re-delivery.

What is MONPURE's shipping policy?

Monpure offers free shipping on orders over £50 in the UK, $100 to the US/Canada, €70 in Europe, and £61 to select Eastern European countries. Shipping times range from 2-3 days in the UK to 7-12 days internationally. See shipping and returns policy page for full details.

Returns and exchanges

What is your returns policy?

If you are not completely satisfied with your order we can offer either a refund or exchange providing that goods are returned to us within 14 days of purchase. Please be aware that due to EU hygiene regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition. Items should be unused, unopened and have any original seals intact.

Customers pay return shipping, unless items are faulty. Refunds are made within 14 days of Monpure receiving the returned items. Find out more details on the shipping and returns policy page.

How do I return an item?

We are more than happy to accept returns for a refund or an exchange for orders placed on the MONPURE website within 14 days, provided the items are returned in a saleable condition. Please contact customer services by email at

What happens once my item is returned?

With orders placed using a credit card, it will take 3 working days for the refund to reflect on your account once it has been processed.

How long does it take to process a refund?

We aim to handle all returns within 7 working days of receiving your parcel.

I have received the wrong item. What should I do?

If we’ve mistakenly sent you something other than what you ordered, please contact our customer service team ( as soon as you receive your parcel, together with relevant photographs if possible.

Photographs help us to react quickly to any order issues, as well as to substantiate any claim we may need to lodge.

We’ll then endeavour to dispatch the correct item as the same day (or next working day, if complaints are lodged after 3pm GMT).

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

Our warehouse team are incredibly conscientious but occasionally mistakes do happen. If an item is missing (and you weren’t made aware of a stock shortage) or you’ve received something other than you were expecting, please make our customer service team aware of any issues (  as soon as possible; attaching photographs if relevant.

For missing items, we will verify with the warehouse and arrange dispatch of the relevant product as quickly as we possibly can.

If we’ve sent you a product in error, we ask that you email a photograph showing what you’ve received (if possible) so we can make the appropriate arrangements.

I have received a damaged item. What should I do?

We want all of our orders to reach their destinations in perfect condition. If your order arrives damaged, please email photographs as soon as possible – including details of any leaks, breakages or signs that the outer parcel has been tampered with. Please retain the product and packaging until the issue has been resolved.

Please send relevant images to so we can arrange prompt dispatch of a duplicate item if necessary.

There is a problem with the quality of my product. What should I do?

All MONPURE products have been developed and formulated to the highest standards. Check for the specially designed hologram on your packaging, to ensure your product is genuine and not a poor quality counterfeit. Click here for more instructions. 

If your product is genuine and you’re still unhappy for whatever reason, email our customer care team on and we will be happy to look into this for you


What is Klarna?

Klarna is a payment service provider, from Sweden, who take end-to-end responsibility for your payment. They support 60 million consumers worldwide in over 70,000 online stores and are very safe to use.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor MONPURE run credit searches against you that could impact your credit rating.

What happens if I cancel or return my order?

As soon as MONPURE have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by MONPURE. All transactions take place via connections secured with the latest industry standard security protocols

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto and pay off early.

How does Pay Later in 3 interest-free instalments works?

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by MONPURE and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

Am I eligible for Pay Later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.


How can I contact MONPURE?

Feel free to email any product or ingredient questions to If you have a question about an order please email

Our office address is: Bentinck House, 3 - 8 Bolsover Street, London. W1W 6AB.


When is a discount code available to use?

Discount codes are available on products and bundles that are currently not automatically discounted. 

On any product or bundle that mentions it is already discounted a further discount code will not be able to be used.


What is the hologram on the back of my MONPURE product?

At MONPURE we believe your hair deserves the best possible care, which is why you shouldn’t accept poor-quality counterfeits.

Counterfeit beauty products use cheap toxic ingredients made in unsanitary conditions, harming you and funding crime.

Our hologram authenticates this: an M inside rings saying MONPURE, with a rainbow effect. Follow our guide to check for the M, text rings, and rainbow effect. If all present, your product is genuine, meeting our high standards.


What personal data does MONPURE collect, why is it collected, and how is it used?

To ensure compliance with data privacy regulations like GDPR and CCPA, MONPURE collects your IP address and email address. This personal data is used solely for the purposes of assuring legal compliance and is not used for any other reason. Specifically, your IP address is collected to verify your location and determine which regulations apply. Your email address may be used to contact you regarding data privacy consents and rights.

Both your IP address and email are processed in accordance with our Privacy Policy and Terms of Service. We collect only the minimum amount of personal data needed for compliance purposes. We do not sell or share your personal data with any third parties unless required by law. You have the right to access, correct, delete, and download your personal data as outlined in our Privacy Policy. If you have any questions or concerns regarding our data collection and use practices, please refer to our Privacy Policy or contact our Data Protection Officer.