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Frequently Asked Questions

What currency are the prices displayed in?

All prices are displayed in Australian dollars 

What payment methods can I use?

We accept payment via PayPal, AfterPay and Credit Card (Visa, MasterCard and American Express). To pay securely by credit card select the PayPal option. You do not need a PayPal account. When you are redirected to the PayPal page simply select 'pay by credit card' (below the login section). 

How long will my order take to arrive?

Standard delivery within Australia usually takes 3-5 business days.

Express Post within Australia 1-2 business days.

For international orders allow 5-20 business days (depending on location).

These are the guide lines supplied by Australia Post - Pastel can not be held responsible for any shipping delays once it has left our HQ (in unusual circumstances shipping may take a day or so longer and unfortunately this is out of our hands).

Do you offer international shipping?

Yes! ...we ship worldwide. Please use the shipping calculator at the bottom right of your shopping cart to see available shipping methods.

International Taxes and Customs Charges

International customers may be required to pay sales tax, duty and/or Customs charges.

All Taxes and customs charges are the responsibility of the customer and are not included in the cost of the order or shipping charge. Taxes and customs charges differ depending on the country and state of the shipping address. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to you. Pastel is not responsible for any additional taxes and customs charges that are requested during the shipment of your order.

 

 

What is your return policy?

Pastel does not offer refunds, however items (Australian orders) can be returned within 7 days of receiving in exchange for a store credit. We offer an extended 21 days on all international orders. Return shipping is at the customer's expense.

The items must be received in original condition - unworn, unwashed, with all tags still attached and have no smell of perfume/deodorant (so please take due care when trying on your order). Returned items not received in their original state will be automatically returned to the customer.

Pastel reserves the right to reject a return if we conclude it is not in new condition.

We cannot guarantee that we will have a different size in stock to exchange. For this reason any returns will automatically be issued a store credit that will allow you to choose either a different item or the same item in a different size, provided it is available. Unfortunately we are unable to credit original shipping costs so your store credit will be the amount of your order less the cost of shipping. Returned items are processed within 3 working days from us receiving your item/s. Your store credit will be issued via email and in the form of a code or automatically added to your account.

If you wish to make a return please email us for instructions and shipping details.

What if my item is faulty?

All items are thoroughly inspected before being sent out to customers, however if you have received a faulty item let us know straight away and we will be able to issue you with a refund or a replacement.

 

How do I change my account information?

Click the 'My Account' link at the bottom of this page.