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Frequently Asked Questions
Please read our FAQ before sending us a message.
Click on desired item, choose from drop down menu what size you want, decide on the quantity, and click Add to cart button. Click on the basket icon to get into your cart, and use our simple & quick 1-step checkout to complete your order. We only need your email & your full address to process your order and you can complete it without registration.
We really make sure your order is processed in no time, which means we ship it out the same day, so you’ll have to be really fast in making any changes. Contact us at info@PastelTrail.com & we’ll let you know.
Sure, you can place order as guest, and register later on, or without registering at all. But, in this case you’re not entitled to our special discount for our homies 🙂
If you get this message, it can mean several things. Please, contact us at info@PastelTrail.com & we will reply in the shortest time (we always reply asap!)
You can find our entire PP here.
This usually happens when you get a refund from our site, or when your payment doesn’t go through – in both cases, please contact us at info@PastelTrail.com & we’ll help you asap.
We can only cancel your order if it hasn’t been sent out yet, which basically means just right after you place it.
At the moment, we only have online shop, but we’re planning to expand into stores that will carry our products.
Absolutely! We always send out automatic email to the clients as soon as the order has shipped out, and the order is stated as “Completed” which means it’s sent. If you can’t find the email in your inbox, please check your Spam / Junk folder, or Promotions & Social tab in Gmail.
Definitely, you can return your unused, uninjured items back to us, please, contact us at info@PastelTrail.com & we will provide you with detailed information asap.
You can return your unused, uninjured items back to us, please, contact us at info@PastelTrail.com & we will provide you with detailed return / exchange information asap.
We accept Paypal, VISA, American Express, Mastercard, and Discover.
We need to charge sales tax by law, which in our country means 22% of the product price.
Yes, indeed. When you enter your personal information on our websites, we use Secure Sockets Layer (SSL) technology to protect your information as it is transmitted to us. To make sure you are accessing our secure server before you submit personal financial information, look at the lower left-hand corner of your browser. If you see an unbroken key or a closed lock (depending upon your browser), then SSL is active.
We offer US tracking service, and (upon extra payment) UK tracking service, while you can only track International order to the US border, and not once the packages have left US. You will be given your Tracking number shortly after your order is marked as “Completed”, which you will be notified about on your email (please, check the Spam & Promotions folder on Gmail as well).
If you see an order status called “Arrived at final destination Location”, it means that your order has arrived in your country. In countries outside European Union (EU), your packet might be held at customs. Please contact your local customs office for additional information.
Absolutely! We always send out automatic email to the clients as soon as the order has shipped out, and the order is stated as “Completed” which means it’s sent. You also get notified immediately (it can take a few minutes or so) after you place your order, saying the order is “Processing”. If you can’t find the email in your inbox, please check your Spam / Junk folder, or Promotions & Social tab in Gmail.
Send us an email
In countries outside European Union (EU), your packet might be held at customs. Please contact your local customs office for additional information. Unfortunately, we have no control over customs or delays and cannot predict what they may be. We suggest that you contact your local customs office for additional information.
You can login into your account, click on My Account in navigation menu, and then click on the last order you’ve made, and there you can find your order status. Also you will get notified via email each time your order status changes.
Your package will be delivered to your house directly, BUT if you’re not at home at that moment, it will wait for you at your local Post Office (where you usually pick up your packages). We do NOT control the waiting time (that is, the time your package will actually wait for you at the Post Office) – usually it’s about a week. But please, be fast, and go pick up your new case asap! 🙂
We always (!!) ship out orders immediately, so you can expect your package to arrive very soon, no matter where you live. Please check out our detailed delivery estimates below:
USA: 2 days tracked
UK: 1-2 days non tracked OR Guaranteed before 1 pm next day delivery with tracking at an extra cost.
*If you place orders of cases over 8 it will be sent UPS which is tracked and next day delivery
EU: 4-5 days
Middle East: up to 7 days tracked
SE-Asia: up to 7 days tracked
Australia: up to 7 days tracked
Yes, our site is secure. On any page where we ask you to enter your address, or credit card information, we use secure socket layer (SSL) to encrypt the communication.
UK & Europe: Royal mail
ROW: International Priority Mail
We ship worldwide, so our products have to be produced in European Union, as well as in the US, just to provide you a quicker delivery time & as little waiting as possible to get your case onto your phone!
We’re very happy to do this! We love interesting blogs, and meeting new people, so we’re very open about it. Please, contact us at info@PastelTrail.com & we’ll discuss further our collaboration <3
I have tried to order several times & orders didn't go through. I also feel I was over billed. What should I do?
We’re very sorry to hear this 🙁 Please, contact us at info@PastelTrail.com & we’ll get back to you asap!