Help

Delivery & Shipping

  • Where’s my order?

Your orders are shipped within 24 hours maximum (business day).

If your order is completed before 1 p.m. (13.00), the package will be dispatched on the same day.

If your order is completed after 1 p.m., it can be dispatched the next day.

A tracking link is supplied in your dispatch email. It will allow you to track your delivery via the delivery couriers website.

The delivery courier may contact you by email or text message. This will depend on the delivery option you chose and whether you supplied a mobile phone number in the checkout.

Delivery will be attempted at the address provided. Should you not be available to accept delivery, the couriers operates a leave safe service. Your parcel may be left with a neighbour, left in a safe, secure location at the delivery address or delivery may be re-attempted.

 

 

 

Orders

  • Missing Item

If there is an item missing from your order, please report this to our customer services department by completing the Contact us form below and we will investigate the issue further for you.

If an item is missing, please check the parcel it has arrived in for any damage or any signs that this has been tampered with. Upon receipt of the parcel, if you see that there is any damage to the packaging or it appears to have been tampered with, please check the contents before signing for the parcel.If a parcel is left without you signing for it, please take photos of any damage.

Please ensure the item is not marked‘ to follow’ on your invoice (if this is the case, the item will be posted to you in a separate package).

Please check that the item has not become caught within the package, as small items can sometimes become entangled in the inner paper of void fill packaging.

  • Faulty Item

Please report any faults with your item(s) to our customer service team by completing the Contact Us form below.

-Please specify the item(s) affected and the fault with the item.

-Attach images of the faulty item(s), if applicable, as this will help our customer service team resolve this for you without delay.

Please do not dispose of any item(s) or packaging until we have responded, as we may need to examine or investigate further.

  • Damaged Item

We endeavour to package items as securely as possible.

Please report any damages to our customer service team by completing the Contact Us form below.

  • Please specify the item(s) affected and the damage that has occurred.
  • Attach images of the damaged item(s) as this will help our customer service team resolve this for you without delay.

Please do not dispose of any item(s) or packaging until we have responded, as we may need to examine or investigate further.

  • I'd like to change my order

Our aim is to process and pack your order as soon as possible, to get it on its way to you.

There is a small amount of time where we may be able to amend your order, however, we are only able to amend certain things.*

We might be able to amend your address or cancel your order, but, we are NOT able to swap items, add items or change the shipping option.

(if this is the case we may be able to cancel the order for you to replace it, see the other Cancel my order article).

If your order has been picked and packed in our warehouse or you have received 'Your order has been despatched' email, then unfortunately, we will not be able to amend the order.

If you wish to amend an order, contact us via the contact us form below and we will try and action for you. 

  • I'd like to cancel my order

Our aim is to process and pack your order as soon as possible, to get it on its way to you.

There is a very limited amount of time after an order has been placed, when we may be able to cancel your order, but this is not guaranteed.

If your order has been picked and packed in our warehouse, or if you have received a 'Your order has been despatched' email, then unfortunately we will not be able to cancel the order at that stage.

If you wish to cancel an order, contact us via the contact us form below, telling the reason and we will do our best to action this for you.

  • Wrong Item

We apologise if there has been an error with your order and you have received an incorrect item.

Please report any instances of wrong items to our customer service team by completing the Contact Us below.

If you have already contacted us via this method, you will have received a reply to your inbox confirming your request has been received. Please reply to this email with the following:

-Please specify the item(s) you should have received and the item(s) you have received in its place.

-Attach images of the wrong item(s) as this will help our customer service team resolve this for you without delay.

Please do not dispose of any item(s) or packaging until we have responded, as we may need to examine or investigate further.

Returns

  • Returning an item

If for any reason you are not happy with your purchase, you may return any unopened and unused items to us within 14 days of receipt.

Any item purchased between 20th November and 25th December 2019, will have an extended return policy for the Christmas period.

Items purchased during this time can be returned until the 15th January 2020.

We must receive notification of your intent to return by the 15th January 2020.

Any item purchased from 25th December 2019 onwards will be subject to our usual 14 day returns policy.

To be acceptable for return items should be unused, unopened and have any original seals intact. 

All packaging and/or cellophane wrapping and tamper resistant seals must be intact; otherwise the item will be considered unfit for re-sale and will not be accepted by our returns department.

To ensure we process your return and refund as quickly as possible, please follow the procedure below.

 

  • UK Returns Procedure:
  • Please contact us by completing the contact form below. Your message should contain the Order Reference Number from your Dispatch Note as well as a full explanation of your reason for returning the goods.
  • We will e-mail you back with your Returns Authorisation Number and instructions on how to return via our pre-paid returns service with Hermes.
  • Goods must be in their original packaging with any seals intact and in an unused and re-saleable condition.
  • Arrange either a home collection up to 7 days in advance or the parcel can be taken to a local parcel shop of which there are over 4500 shops across the UK. Find your local parcel shop here.
  • Re-package the parcel using strong packaging and ensure it is sealed securely to avoid damage during transit. Please enclose your dispatch note/receipt within the parcel.
  • Please print the returns label Hermes will provide and attach this to the outside of the parcel.
  • Request a proof of postage. Without this, you will be unable to make a claim, should the return parcel go missing. (Please note: Pastelzone will not be liable for lost returns.)

Please allow up to 7 working days (excludes weekends and public holidays), for action of your return.

Please note: Pastelzone will only reimburse the cost of the products and not any postage or shipping fees

 

Payments & Giftcards

  • Gift Cards

Pastelzone Gift Cards are now available in a value of your choice (between £10-£500 per card).

The gift card can either be emailed to the person who makes the purchase and this can then be printed out as a foldable card, or the gift card can emailed directly to the receiver.

Gift Cards are currently only available to purchase in GBP. 

Currently, Gift Cards can only be sent via email and must be redeemed within 12 months of their purchase date. A Gift Card e-mail will be delivered instantly, but cannot be redeemed on the pastelzone.com website for 48 hours.

You must have a registered account on the pastelzone.com website to redeem the gift card. If you don't have an account yet, please click Account then Register.

You will receive a 16-digit Claim code, and 8-digit Pin number within the gift card e-mail. This will be on the PDF file if you have selected the printable option, or will be included in the e-mail if you have selected the direct e-mail option. Please note Gift Cards are not refundable.

To redeem the card:

  1. When making a purchase, you will be offered the option to use your gift card balance. You can select this at the checkout. You do not have to use the gift card balance to pay for items, this can be saved for later. If your gift card balance does not cover the cost of the item(s) being purchased, you can pay for the remaining amount via credit/debit card or PayPal (if available).
  2. Any remaining gift card balance can be viewed in "My Account" under "Gift Cards"
  • Payments

Please note that all orders will be charged in full at the point of placement on our website.  If for any reason we cannot fulfil your order, a refund will be processed for any item(s) that we cannot dispatch.  You will be notified of any cancellation on your dispatch email.  Please be aware funds will be automatically released back to you by your bank (this can take up to 7 working days dependent on your bank).

 

Which payment methods are accepted?

Pastelzone will accept payment by the following credit and debit cards:

Visa, Visa Debit, Visa Electron, MasterCard, Maestro and American Express.

All charges will be made in Pounds Sterling and this will be displayed clearly at the checkout before payment and on the order confirmation email

You can also pay via PayPal.

If you have any questions or queries, please contact our Customer Service team using the contact form below, before placing an order.

 

Promotions & Discounts

  • Promotion exclusions

Discounts will be applied to your order when code has been applied or spend threshold has been met.

Offers available for a limited time only, whilst stocks last,

Promotions cannot be used in conjunction with any other offers, discounts, multibuys or gift with purchases.

Pastelzone reserves the right to withdraw promotions at any time.