Questions?
Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us here.
Shipping & Delivery
How does shipping and delivery work?
So you've made an order? Welcome to the PureFlow™ family!
Once you have placed an order, our team will carefully package your items and ship them within 24-48 hours. To speed up delivery if your order contains different types of products, you may sometimes receive them separately so we can get them to you as fast as possible.
Your products will be sent via your local postal services and then they should be safely in your patiently waiting hands within 7-10 business days**.
As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow its journey.
*Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Authority To Leave’ yourself, we are not responsible for the package in the rare case it is missing or stolen.
**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!
How much do I pay for shipping?
Shipping is a flat rate of $9.95. Enjoy FREE shipping on all orders over $75.00! 🚚✨
When will my order arrive?
Once your order is picked and packed, the magical journey from PureFlow™ HQ to your front door begins.
Shipping is a flat rate of $9.95. Enjoy FREE shipping on all orders over $75.00! You can expect your order to arrive within 7-10 business days* from the day they are despatched.
*Please note: Although we quote these expected delivery times, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
How do I track my order?
Yay, time to celebrate – your order is on its way! After we despatch your order, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the tracking site so you can follow the live tracking updates!
Haven’t received your shipping confirmation email yet? Check your spam folder too (it may have ended up there).
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit? Although we quote 7-10 business days for standard delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 20 business days, please contact us and we can launch an investigation with your local postal service.
*Please note: For any queries or issues related to your order, we recommend you first reach out to your local postage service. While we understand delays are frustrating, we are required to work within your local postage service's processes. Once you have contacted your local postage service directly, let us know and we can contact them on your behalf to try and resolve any issues ASAP.
Can I change my shipping address?
Oops, is your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Do you ship internationally?
Yes, We can ship internationally.
Are there any customs/import fees?
No, No customs or import fees.
Product Questions
How does the PureFlow™ Ion Shower Head work?
The shower head uses advanced filtration mineral balls to reduce chlorine, heavy metals, and impurities from your water, giving you a cleaner and more refreshing shower. The three spray settings allow you to customize your shower experience for ultimate comfort.
How often do I need to replace the filter balls?
We recommend replacing the filter balls every 3 months for optimal filtration. However, if you live in an area with hard water or prefer fresher filters, you can replace them more frequently as desired.
Do I need tools to install it?
No tools are required! The PureFlow™ Ion Shower Head is designed for quick and easy installation—just unscrew your old shower head and attach PureFlow™ in its place.
Do I need plumber’s tape for installation?
While not required, we highly recommend using plumber’s tape to ensure a leak-free seal around the connections for the best performance.
Will the PureFlow™ Ion Shower Head improve my water pressure?
Yes! Our shower head is designed to optimize water flow, giving you a more powerful and refreshing shower while still being water-efficient.
What are the three spray settings?
Rainfall Mode – A gentle, relaxing flow for a spa-like experience.
Massage Mode – A high-pressure, targeted stream to soothe muscles.
Jet Mode – A strong, concentrated spray for deep rinsing.
Will this shower head fit my existing shower hose?
Yes! The PureFlow™ Ion Shower Head is compatible with all standard shower hoses in Australia, making it an easy upgrade for any bathroom.
Can I use the shower head without the filter balls?
Yes, but the filtering benefits will be removed. The filter balls are essential for removing impurities and ensuring softer, cleaner water.
Is the shower head suitable for sensitive skin and hair?
Absolutely! By filtering out harsh chemicals, it helps reduce skin irritation, dryness, and hair damage, making it ideal for those with sensitive skin, eczema, or dry scalp.
What if I’m not satisfied with my PureFlow™ Ion Shower Head?
We offer a 30-day risk-free trial. If you’re not completely happy with your shower experience, just contact us, and we’ll provide a full refund—no questions asked.
Returns & Exchanges
Do you have a returns policy?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer a 30-day risk free trial of our products, during which you can return them at any time.
However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.
This includes attached tags and packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing
How long do I have to return the products?
We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.
Can I return my order for a refund?
Sadly, we know that sometimes our products are just not quite the right fit for some people. You can certainly return anything you order from us for a full refund, provided it is returned within 30 days.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout. All products must be returned in as new condition, with any tags and the original box.
**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
Do I have to pay for returns?
If you need to return or exchange an eligible item you will be required to organise and cover the cost of return shipping. Simply contact our friendly team, and they’ll guide you through the process to ensure a smooth return or exchange.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout.
How long does it take for my return/exchange to be processed?
We are working hard behind the scenes to get our products in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.
How long does it take for my refund to be processed?
We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.
Payment
How secure is your payment?
All jokes aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer Google Pay and Apple Pay too!
Do you have payment plan options?
Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though!
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
I forgot to use my discount code!
Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
What currency is the store in?
You can select your country and preferred currency in the top right-hand corner of the announcement bar to view pricing in your local currency.
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at info@mypureflow.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your PureFlow™ stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.
Where are you located?
Our PureFlow™ HQ is located in Perth, Western Australia.
*Please note: Our PureFlow™ HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.