Important Information

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General

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- We ship all over the world with the exception of a small number of countries excluded for compliance or shipping availability reasons. If your country is not listed, please do not hesitate to contact us.

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- All orders are shipped via fully tracked Royal Mail and EVRI services. Please note that international orders may be redirected and delivered by local postal operators such as USPS, Canada Post, Deutsche Post, GLS, Poczta Polska etc.).

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- We are not responsible for delivery to the wrong address or person. Please ensure all details are correct while placing an order.

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- The Pastel Roses Ltd. accept pre-paid orders only. No orders will be processed until full payment is received.

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

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- If you need to amend or cancel you order please contact our Customer Service as soon as possible. Once you order is shipped, we are unable to make any changes.

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- Deliveries to the Channel Islands (Guernsey and Jersey) may be subject to  delayed due to Customs checks.

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Shipping & Delivery

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- You can track your parcel using the tracking number provided in the dispatch confirmation email. ​

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- We aim to process you order as soon as possible to get it on its way to you. There is a limited amount of time when we are able to cancel or amend your order details, however, we can only amend certain things. The shipping method or delivery destination cannot be changed. If you wan to add or remove items from your order, please contact us immediately.

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- If you order has been dispatched then, unfortunately, we will be not able to cancel your order at that step.

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Lost / Delayed Mail

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- Please note that there may be unexpected delays during the shipment with the carriers due to weather conditions, unavailable delivery routes, local restrictions and with your local customs authorities that are beyond our control.

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- If you order has been scanned as delivered but cannot located,  it may be due to a rare scan error. Please allow two additional days for your order to arrive before contacting us.

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- If for any reason your order has not been delivered, please note to allow us to investigate this matter with the carrier. We are able to claim a lost shipment with the carrier after 7 business days from the due delivery date for UK orders and after 25 days from the due delivery date for international orders. We ask that such time is allowed before reporting your order missing due to postal regulations.

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Damaged / Missing / Wrong Products

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- We endeavour to package all products as securely as possible. Your satisfaction and safety of your products are our top priorities. That is why we take great care in packaging your orders securely to prevent any damage during shipping.

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- Please do not hesitate to report any damages, missing or wrong products within 48 hours of the delivery. Any damages made during shipping will be reported to the carrier.

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- Please specify the products affected and the damage that has occurred.

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- Please attach images of the damaged or wrong products as this will help our team resolve this for you.

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- Please ensure the missing item is not marked by this symbol  ✓ on your invoice or package slip (if this is the case, the item will be posted to you in a separate package or refunded). Please check that the missing products has not become caught within the package, as small items can become entangled in the inner paper of void-fill packaging.

 

- Please do not dispose of any products or packaging until we have responded, as we may need to examine or investigate further. 

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International Taxes / Customs / Import Duties 

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International orders may be subject to additional import fees and taxes upon delivery depending on the value of the content and postage costs by your country's customs authorities upon arrival.

We will not be held responsible for any duty fees and taxes that your country may apply. As the charges vary from country to country and order value, we would suggest that you contact your local customs authorities for more information. Unfortunately, customs charges are beyond our control. Postage costs (including free shipping) may also be subject to VAT at local rates (postage costs are always taken from the shipping label by customs authorities). ​

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USA - Orders above $800 may be subject to import tax.

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European Union - All orders may be subject to import duties and taxes which can vary depending on the value of the content and postage costs.

 

If you want to avoid further costs upon delivery, please visit our ETSY shop created for EU-based customers. VAT (value-added tax) is added to the full amount of the order (less than or equal to EUR 150, including postage fee and tax). For orders over EUR 150, duties and VAT will still be collected by the postal operator when hood are imported into the EU.

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Australia - Order above AUS$ 1000 may be subject to import duties.

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Canada - Order above CAD$ 20 may be subject to import duties.

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These tax-free amount may change. Please check your local authorities' websites for more up-to-date information. We are legally responsible for providing the accurate value of the contents including the correct HS Tariff Number for commercial goods. Any misinformation or lack of required details may result in mail return, seizure or fines charged by customs authorities. The Pastel Roses Ltd. is not responsible for additional fees charged by customs authorities/delivery companies. Customs fees are non refundable.

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Refusing to pay customs

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We are not authorised to collect taxes and import fees on international orders. If you refuse the local customs fees, your order will be returned and refunded. Please note that the shipping and handling fees may be deducted from your refund. Please be aware of possible delays from customs procedures. This process may take several days. If your order is subject to additional fees, a local carrier will contact you by letter.

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Returns & Refunds

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

Your message should contain the order number as well as a full explanation of your reason for returning the product(s).

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To be acceptable for return, the products should be unused, unopened and have any original seals intact. All packaging and/or cellophane wrapping and seals must be intact; otherwise the products may not be accepted.

 

Please re-package the parcel and ensure it is sealed securely to avoid damage during shipping. Please enclose your copy of the invoice within the parcel.

 

If you return the products, please retain your proof of postage. Without this, you will be unable to make a claim if the return package is missing. Please note: We are not liable for any lost returns if the products are not returned via our nominated services.

 

Please allow up to 14 business days (excluding weekends and public holidays), for the action of the return.

 

Please note: the Pastel Roses Ltd. will only reimburse the costs of the products including taxes added while placing an order and not any postage,  shipping or taxes and additional handling and/customs fees charged by local authorities or local carriers.