FAQ

1. Pursu Subscription Packs

What are the subscription pack flavour options?

Subscription packs contain either single or mixed flavour Pursu endurance bars. Single flavour packs will include either, 9 banana, 9 beetroot or 9 sour cherry bars. Mixed flavour packs will consist of 3 banana, 3 beetroot and 3 sour cherry bars.


How do I subscribe?

Clicking the Subscribe option at the top of the website will take you to the subscription product page. This page contains all the subscription packs that are available.

Simply click the 'Subscribe' button on the product or products that you would like to add to your subscription. This will take you to a page that contains details of ingredients and nutrition.

This page contains a drop down list that enables you to select the order frequency, 7, 14 or 28 days. Once a frequency is selected, you then press, ADD TO CART.

From the shopping cart click 'CHECKOUT'  and this will display the 'Customer information' screen for adding your email address and shipping address. An order summary is provided that includes the product, frequency and cost. This screen also provides an opportunity to login or create an account.

Clicking continue will display a summary of shipping and order plus request billing information and shipping address. The final step is to place your order and you will receive an email with confirmation of your order and a link to manage your account.

If you created an account whilst creating your subscription, you can log into your account at anytime via the Pursu website or the link in the email. If you did not create an account whilst creating your subscription, you can long into your account at anytime via the link in the email that you receive.

How often can I receive a pack?

When you select a 9 pack option, you will have a choice of either a weekly, fortnightly or monthly delivery.

How do I use a subscription discount code?

If you have a subscription discount code, this can be entered once you have added a product to your shopping cart and then clicked the 'CHECKOUT' button.

This will display a the 'Customer information' screen and a box on the right hand corner to enter a discount code.


How do I manage my subscription?

If you created an account when you subscribed then click 'Login' > 'Manage Subscriptions'. You will need to enter the email address that you used to purchase your initial subscription.

If you did not create an account when you subscribed then click the 'Manage Subscription' link on the email that you received when you purchased your initial subscription. You are able to change delivery frequency, skip a delivery or cancel at any point during your subscription.

Follow the steps below to change the delivery frequency of your next delivery box:

'Login' > 'Manage Subscriptions' > 'Delivery schedule' > 'Edit' > 'Change delivery schedule'. You will have the option to change to 7, 14 or 28 days and then click 'Save'.

Follow the steps below to skip a delivery:

'Login' > 'Manage Subscriptions' > 'Delivery schedule' > 'Skip'. Choose the date of the delivery that you would like to skip and select 'Skip'. The 'Skip' status will display Unskip.

Follow the steps below to unskip a delivery:

'Login' > 'Manage Subscriptions' > 'Delivery schedule' > 'Skip'. Choose the date of the delivery that you would like to skip and select 'Unskip'. The 'Skip' status will display Skip.

Follow the steps below to cancel your subscription:

'Login' > 'Manage Subscriptions' > 'Subscriptions' > 'Cancel'. Select the Cancel link next to the subscription that you would like to Cancel. You will receive an email to confirm cancellation of your subscription.

Follow the steps below to change your billing details:

'Login' > 'Manage Subscriptions' > 'Subscriptions' > 'Edit' > 'Update payment information'. Click 'Update Card' once you have entered your new card details.

Follow the steps below to update your Shipping address:

'Login' > 'Manage Subscriptions' > 'Subscriptions' > 'Edit' > 'Edit'. Enter your new Shipping and/or Billing address and press the 'Save' button. To view your purchase history, simply click the 'Purchase History' link in the 'Subscription orders' part of the site.

Please send us an email to hello@pursu.co.uk if you need help to manage your account.  

2. Shop Purchases 

Non-Subscription Packs 

How do I order a non-subscription pack? 

We offer top up packs that in our shop and are available as single flavour boxes.
These packs can be purchased by selecting the 16 pack option here.

Merchandise

We have teamed up with a number of ethical like minded brands to create limited editions of Pursu merchandise and these can be purchased in the shop.

3. Delivery

Subscription Packs

When will I receive my subscription pack?

Subscription packs will be sent using a service that uses a combination of UK Mail and the Royal Mail. You should normally receive your subscription pack within 2-5 working days of placing the order.

The subscription boxes are designed to fit through your letterbox so you do not need to be at home when they arrive. Please note that this is not a tracked service. Depending on your pack frequency (weekly, fortnightly, monthly) your pack should arrive on the same day of the week every 7, 14 or 28.

What should I do if I do not receive my box within 5 working days?

Please send an email with your details and order number to hello@pursu.co.uk and we will get in touch to resolve as quickly as possible.

Do you deliver subscription packs internationally?

We currently deliver to the UK only. We will keep you updated with our plan for International delivery.

Non-Subscription packs and Merchandise

When will I receive my items purchased through the shop?

Non-subscription items will be sent using a standard tracked service that delivers within 2 to 3 days. You will have the option to upgrade to a next day tracked delivery service for an additional cost. 

The order will need to be placed before 11 am in order to be delivered the next day. Please note that the deliveries are made from Monday to Friday so an order placed after 11 am on a Friday will be delivered on the following Tuesday.

Can I track my order?

Royal Mail shop deliveries can be tracked and you will receive an email containing tracking information.

Do you deliver non-subscription packs and merchandise internationally?

We currently deliver to the UK only. We will keep you updated with our plan for International delivery. 

4. My Account

How do I update my details such as shipping address and contact details?

You will need to login to your account by clicking 'Login' > 'Manage Subscriptions' > 'Subscriptions' > 'Edit' > 'Edit'. Enter your new Shipping and/or Billing address and press the 'Save' button.

Do you share personal information with third parties?

We do not share any information you provide to us to third parties. This is detailed within our Terms and Conditions.

How do I unsubscribe from Pursu emails?

You'll find a link to unsubscribe from our emails at the bottom of each email we send you.

What do you do with my payment information?

We do not store any of your credit card information. All this data including name, card type, card number, expiry date and CV2 number is collected by our third party payment processor (Stripe) in a secure environment that is fully PCI compliant.

5. PAYMENT BILLING

How and when is payment taken?

Payment is taken on the day that your order is placed and on the relevant days of the subscription frequency selected. This is not a direct debit and we do not store you credit card details anywhere on our site or server.

Do you charge for any cancelled deliveries?

We will not charge for any deliveries that are cancelled before the next charge date of your subscription.

You can find this date by logging in to your account and within 'Manage Subscriptions' you will see the 'Next Charge Date' listed next to each product you have ordered. You can also cancel your order from this page by clicking 'Cancel' under the 'Actions' heading.

How do I know that my payment information is safe?

We are PCI compliant and do not store any of your personal payment information. Payments are processed by Stripe and we do not see or store any payment information you provide on our site.

What happens when my card expires or is re-issued?

To update your card details login into your account and go to 'Manage Subscriptions' > 'Subscriptions' > 'Edit' > 'Update payment information'. Click 'Update Card' once you have entered your new card details.

If we are unable to take payment for your pack we will be in touch however are unable to send your pack out to you until your details have been updated.

Can I return a pack for a refund?

Due to the perishable nature of our products, we’re unable to offer a refund for any boxes that are returned to us.

Packaging

Is your packaging environmentally friendly?

Every decision we make has to be the right one for the environment and all our packaging decisions are influenced by this ethos. Our bar wrappers are made from home compostable packaging derived from bio-based sources. The packaging has been accredited by TUV Austria. Our boxes are FSC (Forest Stewardship Council) approved. We use paper based void filler and paper labels to seal postal boxes therefore every item can be recycled.

How can I dispose of my bar wrappers?

The bar wrappers can be disposed of in your home compost or council green waste collection. They can also be disposed of in your food waste bin.