Refund policy

SHIPPING

All orders will be shipped 2-3 weeks after making a purchase. Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email.

There are a couple of different shipping options to choose from: FedEx and Standard Economy or Registered Delivery mail via the Polish National Postal Service.

FedEx is a quick and reliable way to get your package. All of the packages sent via FedEx will include tracking, and transit times should be around 5-15 business days worldwide. However, please note the following when considering the FedEx Option:

  • FedEx’s service fees for customs clearance vary wildly, and in some cases may surpass the value of the order, so please make an informed decision when choosing.
  • FedEx does not deliver to PO boxes.
  • FedEx is not available to all countries and addresses, and as for all non-EU shipments, additional fees for customs clearance may apply.
  • FedEx is not available for domestic (Poland) orders.

The Standard Economy Shipping and the Registered Delivery options are provided by the National Postal Service. They are both a cheap, albeit slower way to get your order. By default, the Standard Economy Shipping will have no tracking numbers or other identification of any kind, so they can be neither tracked nor refunded. Registered Delivery on the other hand, is an extra shipping option provided within EU (European Union), as well as some other specific countries that has additional registered/tracking services. Please bear in mind that while the tracking option is not be available for all countries, your package will still be registered with a unique number and as such, may be subject to refund claim if lost in transit.

There is also an additional option of a free shipping, depending on the combined amount of the order:

  • for orders 99€ and above (with tracking) - EUROPE.
  • for orders 149€ and above (with tracking) - GLOBAL.
  • for order 199€ and above (with tracking) - US.

These options are also provided by Registered Delivery mail via national Postal Service. 

Please consider your shipping options carefully while shopping. In case of any additional questions, please reach out to me at contact@pastelstore.org

Thank you for your patience when waiting for the order to arrive!

 

RETURNS

Sales are final and items cannot be returned or refunded if the customer changes their mind after the purchase. However, if your package arrives damaged, please email me at contact@pastelstore.org immediately with your order number and photos of the damaged item. I will do my best to amend the situation! 

Also, if you have placed an order with a FedEx or Registered Delivery shipping and not received your order after the following time-frames counting from the day package was sent out; please contact me at contact@pastelstore.org. I will make sure to contact the shipping company to make a refund claim as your order has been probably lost on its way:

  • two weeks (FedEx),
  • a week for domestic (Poland),
  • a month for European Union,
  • three months for the rest of the world.

     

    OTHER

    Please note the following before your purchase:

    • If an item has already shipped, we are not responsible for the handling of it.
    • Please note that only prints and merchandise can be replaced.
    • Original artworks are one of a kind and cannot be returned or replaced.
    • Delivery Charges are non-refundable.
    • Any additional custom and tax fees that may occur when the package reaches your country are a responsibility of the customer.
    • Orders shipped outside the European Union may be subject to import tax.

    Note, that we are not liable for customs clearance & service fees as determined by the mail carrier or the destination country's customs officials, and those fees are not a basis for a refund, as they aren't something we're able to control or reliably predict. By making an order the buyer acknowledges the possibility of additional fees upon import and agrees that those fees will be the responsibility of the buyer.

     

    COVID-19

    The COVID-19 pandemic is causing significant delays in transit worldwide as well as some shipping prohibitions. While we continue to deliver worldwide, there might be some local restrictions in place for delivery to certain destinations. We are keeping track of any changes to the list of local restrictions and will inform you immediately if shipping to your country is not possible at this point of time.

    Please feel free to shop as usual regardless of your country of delivery, as the restrictions are limited and fluctuating all the time. Once your order is placed, if there is a prohibition in place with our delivery service, we will notify you immediately and refund your order right away. Thank you for your patience in those extraordinary times.