FAQs | Monpure

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

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.

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

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 you’re password will be changed.

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 support@monpure.com to confirm your removal.

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.

Click here to view our range and click on a product to view its ingredients. If you have any further questions, we’ll be happy to answer them. Drop us a line at support@monpure.com

MONPURE is suitable for all hair types, from very fine to coarse/textured hair. Our products are particularly good for fine/thinning hair and if you’re currently dealing with hair loss; by nourishing the scalp they help your hair to grow through thicker and fuller.

Yes, as none of our products contain animal derivatives, everything is suitable for vegans.

All MONPURE products where possible are natural, however we do not compromise on quality, safety and efficacy. We use a limited number of naturally derived or synthetic preservative systems such as Phenoxyethanol where there are no alternatives. We are proud that our products are 100% free from synthetic fragrances, silicones, sulphates, parabens and mineral oils.

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.

Check with your GP in the first instance if you’re unsure.

We have had our Follicle Boost Hair Density Serum certified as pregnancy safe, and our other products will tested in due course.

Yes, but certain shampoos and conditioners can irritate or clog the scalp, effectively undoing all the good work of the serums. So to give your scalp the best possible care, we recommend using our vegan silk peptides Shampoo and Conditioner.

Yes, MONPURE products are suitable for dyed hair, being gentle enough to minimise colour fade and protect the hair’s condition.

As our products contain vegan silk peptides and oils such as apricot kernel oil, it’s not advisable to use them on hair extensions. However if you have recently had your extensions removed, the MONPURE range is a great way to revive your hair and scalp and boost hair growth. (Who knows, you may not need those extensions in the future!)

With continued use of MONPURE products, you should start to see an improvement in the quantity and quality of your hair within four to eight weeks (using several products together as part of a regime will yield more noticeable results). A reduction in hair loss should be visible in between two to four weeks, while new hair growth should start to be noticeable in under eight weeks.

Everything in MONPURE’s results-driven range stars nourishing botanicals and potent actives, which are supercharged in our German laboratories so they can work at their full potential. Redness-reducing witch hazel, dead skin-dissolving salicylic acid and restorative vegan silk peptides are just a few of our ‘hero’ ingredients (full list here). To view the full list of ingredients for each product, view our product page.

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

While each product works spectacularly well on its own, for any pressing scalp or hair issues, you can also use them together as part of a results-driven regime. Read more about our regimes here.

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

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 support@monpure.com and we will try to help.

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

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

If you wish to cancel your order, please email support@monpure.com. 

However, if an order has already been processed it may not be cancelled.

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 support@monpure.com.

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

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

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.

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

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

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 support@monpure.com and we will be happy to help.

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

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

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 support@monpure.com and we will be happy to help.

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

*PLEASE NOTE: Due to COVID-19, some delivery partners are experiencing delays. They are aiming to get the products to you as fast as possible.*

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)

Albania

Australia

Austria

Bahrain

Belarus

Belgium

Bosnia & Herzegovina

Bulgaria

Canada

Canary Islands (Spain)

China

Croatia

Cyprus

Czech Republic

Denmark

Egypt

Estonia

Finland

France

Georgia

Germany

Gibraltar

Greece

Guernsey

Hong Kong

Hungary

Iceland

India

Iraq

Israel

Italy

Japan

Jersey

Jordan

Kosovo

Kuwait

Latvia

Lebanon

Liechtenstein

Lithuania

Luxembourg

Macedonia (Republic of)

Malaysia

Malta

Moldova (Republic of)

Monaco

Montenegro (Republic of)

Netherlands

New Zealand

Norway

Oman

Pakistan

Poland

Portugal

Qatar

Romania

Russia

San Marino

Saudi Arabia

Serbia (Republic of)

Singapore

Slovakia

Slovenia

South Korea

Spain

Sri Lanka

Sweden

Switzerland

Turkey

UAE

Ukraine

USA

Yemen

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

If it has been more than seven working days and you have not received your product, please contact our customer care team at support@monpure.com. 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.

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.

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.

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 support@monpure.com.

See above for instructions.

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.

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

If we’ve mistakenly sent you something other than what you ordered, please contact our customer service team (support@monpure.com) 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).

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 (support@monpure.com)  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.

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 support@monpure.com so we can arrange prompt dispatch of a duplicate item if necessary.

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.

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.

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.

Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

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

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.

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.

Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at MONPURE from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

Once MONPURE has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

In the event that your goods have not been received please email MONPURE to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into www.klarna.com/uk.

To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.

Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later in 30 days before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

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.

Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.

As soon as MONPURE have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ products even if you have failed to pay on time.

If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.

If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receive the payment information.

If you pay by card, [MERCHANT] will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or www.klarna.com/uk.

Once MONPURE has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.

You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please email MONPURE to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

If you do not have your statement number to hand you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and be able to make payments

Invite up to ten friends to shop and treat them to £15 off when they spend £50 on their first order with us. All you need to do is log in to your MONPURE account, click on the GIFT icon in the bottom right of the screen, and click 'REDEEM' to retrieve your unique referral link and simply share it with your friends so they can shop.

Every time you successfully refer a friend, you will also receive £15 off when you spend £50.

Yes, if they have never shopped with us before. Make sure your friends use the referral link you have shared with them to make their purchase.

Your friend needs to click on the referral link and enter their email address. We will then send an email to them with their unique coupon code to enter at checkout.

Once your friend has completed their order, we'll verify your reward and send you an email with your unique coupon code to enter at checkout. It can take up to five business days from the day your friend has placed their order for you to receive the reward email.

If your friend cancels their order, neither you nor your friend will receive the reward. However, if your friend places a new order with your link, and doesn’t cancel it, you will both still be eligible for the reward.

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.