Questions
Questions, answered plainly.
If yours is not here, email hello@purgostudio.com — every message answered within one business day.
Before you order
- My new brush is shedding. Is it faulty?
- No. Natural hog bristle sheds a few hairs through its first several washes as the loose stock works out, and then it stops. It is stated on every bristle brush page before you buy. A brush that keeps shedding heavily after a month of use is a different matter — tell us and we will replace it.
- Why is my paper buckling?
- A 300 gsm sheet will cockle under a heavy wet wash unless it is stretched or taped down first, and it will not lie perfectly flat again afterwards. That is the weight behaving normally. Use the gummed block, which holds the sheet under tension while it dries, or the 640 gsm sheet, which takes a full flood without any of it.
- What sizes are these, exactly?
- Every product page lists exact dimensions and weight in real units — brush head width in millimetres, paper in gsm and sheet size, panels in inches and millimetres with a stated flatness tolerance. A brush sold as a number rather than a measurement is no use when you are trying to replace it.
- Do the brushes come in other sizes?
- Not yet. There are five brushes, chosen to cover a working day rather than to fill a wall. If there is a size you keep reaching for and cannot find here, tell us — that is genuinely how the next one gets picked.
- Are there reviews?
- Not yet, and we would rather say so than invent them. This is a new shop. When there are real reviews from real customers they will appear here, attributed. In the meantime the product pages carry the full specification, which is more useful than a star rating anyway.
Payment
- What will appear on my card statement?
- PURGO. If you do not recognise a charge, please email or call us before disputing it with your bank — we can identify an order from the amount and the last four digits of the card in a few minutes, which is far faster than a dispute.
- What currency am I charged in?
- All prices are shown and charged in US Dollars (USD). If your card is issued outside the United States your bank may add its own conversion fee, which we do not see and do not receive.
- Is my card safe on this site?
- The card fields at checkout are hosted by our PCI-DSS Level 1 certified payment provider and displayed inside the page, so what you type goes directly to them and never touches our servers. We receive a token, the last four digits, the brand and the issuing country — that is all the card information that exists on our side. The payment security page explains it in full.
- Why was I asked to verify the payment with my bank?
- That is 3-D Secure, an additional check run by your bank rather than by us. It is more likely on higher-value orders and on a card being used at a new shop. Complete the step in the window that opens — closing it leaves the order unpaid.
- Is there a subscription or a recurring charge?
- No. There is no subscription, no membership, no auto-renewal and no recurring charge of any kind on this site. Every order is a single purchase, charged once.
Shipping
- What does shipping cost and how long does it take?
- Standard shipping is a flat $8.00, free over $75, delivering in 3–6 business days from dispatch. Express is a flat $22.00 and delivers in 2 business days. We pack once a day on business days.
- Where do you ship?
- Within the United States only, including Alaska and Hawaii. We do not ship to PO boxes, because the carriers we use for fragile goods will not deliver to them, and we do not ship internationally at this time.
- How is fragile work packed?
- Sheets and blocks ship flat in a rigid board sleeve, never rolled. Panels ship face-to-face with a slip sheet between them and corner protectors, because a dented corner is the one damage a panel cannot be worked around. Brushes ship with a head protector on each. The result is a bigger carton than the contents strictly need — that is deliberate, and it is cheaper than a replacement for both of us. Packing materials are paper-based and recyclable.
- My tracking has not updated.
- If there has been no movement for three business days, email us with your order number and we will open a trace with the carrier. If a parcel is confirmed lost we replace or refund the order at our cost — we do not ask you to claim against the carrier yourself.
After it arrives
- Something arrived damaged.
- Send a photograph to us within 14 days of delivery with your order number, and keep the packaging until we reply. We replace the item or refund it in full including shipping — you choose which. You will not be asked to send a damaged item back.
- Can I return something I simply do not want?
- Yes, within 30 days of delivery, for any reason or none, as long as it is unused and in its original packaging. Email us and we will send a prepaid label. There is no restocking fee and nothing to arrange yourself. A brush that has been washed, a sheet that has been worked on or a panel that has been sealed cannot be resold and cannot be returned.
- My item looks different from the one photographed.
- That is expected and it is described on each product page — bristle colour, birch figure, deckle edges and steel patina all vary from one item to the next. If an item differs from its stated specification in a way the page did not prepare you for, that is a defect and we will treat it as one.
- How long does a refund take?
- We process it within 5 business days of a return reaching us, or 2 business days of agreeing a damage claim. Card networks then take a further 3 to 10 days to post it to your statement, which is outside our control and varies by issuer. Refunds always go back to the card that paid.