Shipping policy
Once you have placed your order it will be packed within 1-2 business days, then dispatch your order. We will then fulfil your order and send your tracking number via email.
Orders within Australia:All orders over $150 will receive FREE standard Shipping.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 3-5 days. 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).Please note: Express Post is unfortunately not guaranteed next day to any location within Australia due to our posting location. Please add 1 extra day to guaranteed next day locations.International Orders:
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).International orders are delivered using the Australia Post standard tracked International service, DHL or EMS express service.Please visit the Australia Post website for exact number of days to your address.
International Charges 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.
Note: If you are concerned with delivery please email us and we can check your tracking number to see if there are any known delays to your country or region. For any enquires please contact us at: customercare@pasteldesigns.com.au
Parcels that are not collected:
If your item is not collected in a timely manner from the post office and has been returned to sender, you may choose to pay for shipping again or request a refund (less any postal fees that may have been incurred on our behalf). If you notice you have provided us with an incorrect or incomplete address please notify us immediately so we can amend your order before shipping.
Please note: Return charges will be applied in addition to initial postal charges. For further info email customercare@pasteldesigns.com.au
Damaged Items in the Post:
If your order arrives damaged, make sure to contact us as soon as possible with details of damage and clear images of the affected items. We may need to open a case with our postal service and you may be required to return the item to us or your nearest post office for inspection. All original packaging will be required for inspection as part of the returns procedure, if you have thrown away the original cardboard box and packaging your item arrived in we won’t be able to provide a replacement, so please check your items on arrival. Terms and Conditions for claims through Australia Post can be found here
Missing Parcels in the Post:
All parcels have been insured. If you have not received your order and shipping says in transit after the estimated time of delivery, contact us an we can follow up with Australia Post.If your parcel has been delivered or delivered and left in a safe spot but is missing, please contact us. We will contact the post office and let them know the parcel was left and you can't find it. The Post office will then launch an investigation into the missing parcel and contact the Postal delivery worker to find out where the item was placed and in most cases will have a photo of proof. If the item is deemed lost through Australia Post they will compensate through insurance. However we take no responsibility for their decision in the matter.
If your parcel has been stolen, we take no responsibility. We recommend contacting the police and filing a report.