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Visit our showroom
5/1 Acacia Street, BYRON BAY, NSW 2481. Phone 0432 846 781
Open Monday to Friday 10am – 4pm.
Send us an email
If your enquiry isn’t answered in our FAQ below please fill in this form or email [email protected]
Frequently Asked Questions
What is your return policy?
We want you to be completely happy with your online purchase. If for any reason you’d like to return an item for a store credit, exchange or refund all you need to do is return the item to us within 30 days in its original condition with tags still attached, unworn and unwashed.
Please email us as to arrange a return.
We will provide you with the return address and all the details you need.
Store credit with free shipping*
If you wish to return an item for a store credit we will send you a code to use at the checkout when making your next purchase. The code will allow free shipping Australia wide.
*Free shipping applies to one return only per order and does not apply to sale items. Store credits on international orders do not include free shipping.
Please note that the original shipping cost is non-refundable and the return shipping to us is at the customer’s expense.
Exchanges
If you would like to exchange your purchase please email us as soon as possible so that we can pop the desired item aside for you while we wait for your return to arrive.
If the item isn’t available you will be issued your choice of a store credit with free shipping or a refund.
Refunds
We are happy to refund all online purchases except sale items if you are not completely satisfied.
Please note that the original shipping cost is non-refundable and the return shipping to us is at the customer's expense.
Sale Items
If you would like to return your sale item please email us. When we receive your return we will issue you a store credit. Return shipping is at the customer's expense.
Incorrect or faulty items
On the rare occasion that you happen to receive an incorrect or faulty item we sincerely apologise! Please email us so that we can reimburse you for return shipping and resolve the issue.
We endeavour to sort returns as quickly as possible however please allow 2-3 business days for your return to be processed.
If you have any questions at all about our returns or exchanges policy please doesn’t hesitate to email us, we are always happy to help!
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, Zip Pay and Credit Card (Visa, MasterCard and American Express)
How long will my order take to arrive?
Standard delivery within Australia usually takes 3-5 business days (WA is approx 7 days).Express Post within Australia usually 1-2 business days, however WA and remote locations can take 3-4 days.For international orders allow 5-20 business days (depending on location).These are the guidelines 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.How do I change my account information?
Click the 'My Account' link at the bottom of this page.