Additional Support FAQ
I haven’t received a shipping confirmation or tracking number — what should I do?
Confirmation and tracking emails are normally sent once your order has shipped. Please check your spam or junk folder first. If nothing has arrived, contact support with your order number and we can check the shipment status for you.
My order is still showing as “Processing” — is something wrong?
Most orders are dispatched within 1–3 working days. If your order has been showing as processing for longer than that, please contact support and we can check with the fulfilment team.
I placed a duplicate order by mistake — can one be cancelled?
Yes — please contact support as soon as possible. If the duplicate order has not yet entered fulfilment, it can usually be cancelled. If it has already shipped, you may need to return it once received.
I entered the wrong shipping address — can it be changed?
Please contact support immediately. The address can usually be updated if the order has not yet been dispatched. Once it has shipped, redirection may no longer be possible.
I received the wrong item, or something was missing from my order. What should I do?
Please contact support with your order number and details of what was wrong or missing. We will investigate and arrange the correct item or the appropriate next step.
Will I have to pay import duties or customs charges?
Import duties, taxes and customs charges are set by the destination country and are the customer’s responsibility. If you are unsure what may apply, it is best to check with your local customs authority before ordering.
My parcel has been returned to sender by customs — what happens now?
If a parcel is returned due to a customs issue, please contact support and we can discuss the available next steps, which may include reshipment or refund in line with the applicable policy.
My card was declined at checkout — what should I do?
Please check that your billing details match your card exactly, confirm with your bank that the transaction is not being blocked, and then try again or use another payment method.
Do you accept Visa gift cards?
No — prepaid or gift cards are not currently accepted.
What will appear on my bank statement?
Your statement may show SG Personal Care or Secure Global Ltd, rather than the product brand name.
I wasn’t expecting to be charged VAT — why has this been added?
VAT is applied to orders with a UK delivery address in line with UK tax regulations. If you believe VAT has been added incorrectly, please contact support for review.
Where is the Pueraria Mirifica sourced and manufactured?
Our support materials describe the Pueraria Mirifica as farm-cultivated in Thailand and manufactured in the USA at an FDA-registered, GMP-certified facility.
Is the Pueraria Mirifica wild-harvested?
No — our support materials describe it as farm-cultivated rather than wild-harvested.
Are the capsules fermented?
No — the capsules are described as containing dried and powdered Pueraria Mirifica root extract.
Does the cream have a scent?
No — the cream is described as unscented.
Does the product contain high levels of oxalates?
Our support materials state that Pueraria Mirifica is not classified as a high-oxalate ingredient. If you have kidney-stone or oxalate concerns, please speak with a healthcare professional before use.
Is Purafem a medicine?
No — it is a food supplement, not a medicine, and is not intended to diagnose, treat, cure or prevent medical conditions.
Are your skincare products cruelty-free?
Our support materials state that the skincare products are not tested on animals.
Is Purafem suitable for vegetarians or halal diets?
Our support materials state that the active ingredient is plant-based and contains no animal-derived active ingredient, but there is no formal halal certification. If you have specific dietary or religious requirements, please contact support before ordering.
I can’t log in — I keep being redirected to the login page.
This is usually caused by a browser cookie or cache issue. Please try clearing your browser cache and cookies, then try again. It may also help to use a different browser or a private/incognito window.
I’ve forgotten my password and the reset email isn’t arriving.
Please check your spam or junk folder first. If the reset email still does not arrive, please contact support and ask for a manual reset.
My order isn’t showing in my account — has it gone through?
Orders placed as a guest may not appear in your account dashboard. Please check for a confirmation email first, or contact support with your email address and we can look the order up for you.
Something was added to my cart that I didn’t choose — what happened?
Our website may show optional product offers during checkout. If an item has been added that you do not want, you can remove it before completing your purchase.
Is the packaging and ordering process discreet?
Yes — all orders are shipped in plain, unmarked outer packaging, with no product name shown on the outside. Card billing statements typically show our company name as Secure Global Ltd or SG Personal Care, with no specific product details shown.
