How can we help?
When will my order ship?
We aim to ship all orders placed before 2PM (Monday to Friday) on the same day. Orders placed after 2PM or over the weekend/bank holidays will be shipped on the next business day.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, and PayPal.
Can I make changes or cancel my order after placing it?
Because we process orders quickly to get them shipped the same-day, please contact us at hello@pastael.co.ukas soon as possible. We will do our best to catch it before it dispatches, though cancellations cannot be guaranteed once in fulfillment.
Will I have to pay customs fees or taxes on international orders?
UK: All taxes are included.
EU: We collect VAT at checkout on orders under €150, so you won't pay extra upon delivery.
US: Delivered Duty Paid (DDP).
Rest of World: Orders are shipped Delivery Duties Unpaid (DDU), meaning local customs charges or import taxes may apply upon arrival.
Any more questions?
Can't find what you're looking for? Drop us a line at hello@pastael.co.uk and we'll get back to you within one working day.
When can I expect my order to arrive?
We expect to ship all orders placed by 2 PM Monday–Friday same day or by the next business day at the latest. We do not ship orders on UK bank holidays or weekends.
- UK orders: 2–4 business days after being fulfilled.
- EU orders: 5–10 business days after being fulfilled.
- Rest of World / US orders: 7–12 business days after being fulfilled.
Where do you ship?
We deliver to most countries around the world. Please get in contact with our customer service if you cannot find your country in the drop-down menu at checkout so our team can advise you.
How much does shipping cost?
United Kingdom:
Express Shipping - £5.45 (or FREE for orders over £100) | DPD Express Shipping - £15.00 | Royal Mail Next Day Delivery - £20.00–£25.00.
EU:
Express Shipping - £12.00 (Express Shipping 2KG+ - £48.30).
United States:
Express Shipping - £12.00–£32.00 (Express Shipping 2KG+ - £65.25).
ROW / Norway / Switzerland:
Express Shipping - £20.00 (Express Shipping 2KG+ - £65.25).
How long will delivery take? Is my package lost?
All orders are shipped tracked. Please feel free to contact us if you did not receive shipping confirmation, a tracking number, or if tracking is not working. If you feel your order is stuck or lost, please contact us at hello@pastael.co.uk. If your package is labelled as "Delivered" and you have not received it, please contact your local post office.
Our shipping timeframes are estimates, rather than guaranteed delivery dates, and unfortunately delivery times can sometimes be longer during busier periods.
My package was damaged in transit. What do I do?
If your product has arrived faulty, damaged, or otherwise unusable, please send photos and describe the problem via email to us at hello@pastael.co.uk. We will be happy to figure out a solution to the problem.
Can I return an item?
All Return requests must be made within 30 days of the shipment Delivery Date. Items must be in original/unwashed/unworn condition to be eligible for a refund. Unless it is being returned due to a production defect, we cannot offer a refund for your original shipping costs. We are also unable to provide any returns for goods shipped outside of the UK. If you wish to do so, it will be at your own expense.
To start your return, please visit our returns portal.
My item was returned to sender?
Any item that is returned to our partner's warehouse as "Return To Sender", "Undeliverable", "Incomplete address", "Unclaimed", or "Refused" will automatically be refunded, minus the shipping costs, and the item will be processed back into stock.
How long does it take to receive my refund?
Depending on your bank account, it may take up to 5 business days to receive your refund.
hello@pastael.co.uk