Returns & Refunds

  • Lost Items? Yes, they can happen to anyone, and unfortunately, we do not have any effect on this 🙁 It’s usually the Post office fault, and they do not return it to us, but simply – take it for themselves. However, we can prevent this with US & UK Tracking Service (unfortunately International tracking is only available to the US borders and not once the packages leave US)
  • Tracking Number? You receive your tracking number update soon after your order is marked as “Completed” which means it has shipped out 🙂
  • Damaged Goods? We do everything to prevent this from happening, using all the proper packaging & safety precautions, however, it can still happen – parcels sometimes have a long way to travel. Just let us know, and you will be given a replacement, hopefully a luckier one.
  • We don’t issue refunds on items that have already been used by you (opened and/or injured goods, out of original packaging).
  • Delayed Shipping? Please NOTE that Shipping Times above are only estimated – sometimes there are problems with local Post Office (ours or yours) and the item can get lost, sometimes postman will deliver to wrong address, or to your neighbors, sometimes there are delays due to international customs.
  • Not Satisfied? Please contact us and talk to us, we’re totally ready to listen, and to work things out with you the easiest, quickest and friendliest way 🙂
  • We don’t take responsibility for any INCOMPLETE or WRONG addresses stated by you in your order. If such package is returned to us, we unfortunately cannot refund you because it was your mistake 🙁 We will be happy to re-send you the package though, asking you only to provide the right address and to pay for the shipping.
PAYMENTS
  • we accept payments via Paypal, or Credit Card
  • Credit Cards we accept currently are: MasterCard, American Express, VISA, Discover
  • we do not collect any personal payment information from you, our site is secured with SSL certificate
  • 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.

Process of returning the goods to us:

  1. don’t open the goods, as they have to be new, unused, uninjured and intact when we receive them back
  2. contact us for full details on what you have to write (a document you have to fill up) regarding your return of goods
  3. send them to our company address (please note that return shipping costs back to Pastel Trail are the customer’s responsibility.)
  4. Full refunds will not be issued until said order is physically received at the address above.
  5. Customer satisfaction and product quality are a priority to us here at PastelTrail.com & we will do everything we can to make your shopping experience positive & calm.