FAQ

All orders are shipped from our warehouse located in the United Kingdom.

We endeavour to process your order within 1 - 7 business days (excluding weekends and UK public holidays). During busy sales and product launches, please allow a few extra days for your order to ship. Orders placed on Friday, Saturday and Sunday may not be processed until the next business day.

It depends on where you are. Once dispatched orders to the UK address will take up to 7 business days to arrive expect weekends and public holidays. Overseas deliveries can take up to 4 weeks. Please see Orders & Deliveries page to get most recent information.

Yes, we ship all over the world with the exception of a small number of countries excluded for compliance or shipping availability reasons. Please see Orders & Deliveries page to get most recent information.

Yes, we do offer free shipping for UK orders over £45 and International orders over £170.

You can track your parcel using the tracking number provided in the dispatch confirmation email.

Yes, we do ship to P.O. Boxes using fully tracked services.

While we generally ship orders within 1 - 7 business days (Monday - Friday), the UK public holidays might affect your processing time. Processing timeframes may also be extended during sales or launches.

Usually within 2 weeks unless otherwise noted. We will notify you if the product will not be available after this period.

If for any reason you are not happy with your purchase, please do not hesitate to contact us and return any unopened and unused items to us within 14 business days of receipt. Your message should contain the order number as well as a full explanation of your reason for returning the product(s). To be acceptable for return, the products should be unused, unopened and have any original seals intact. All packaging and/or cellophane wrapping and seals must be intact; otherwise the products may not be accepted. Please re-package the parcel and ensure it is sealed securely to avoid damage during shipping. Please enclose your copy of the invoice within the parcel. If you return the products, please retain your proof of postage. Without this, you will be unable to make a claim if the return package is missing. Please note: We are not liable for any lost returns if the products are not returned via our nominated services. Please allow up to 14 business days (excluding weekends and public holidays), for the action of the return. Please note: the Pastel Roses Ltd. will only reimburse the costs of the products including taxes added while placing an order and not any postage, shipping or taxes and additional handling and customs fees charged by local authorities or local carriers.

Please do not hesitate to report any missing or wrong products within 48 hours of the delivery. Please ensure the missing item is not marked by this symbol ✓ on your invoice or package slip (if this is the case, the item will be posted to you in a separate package or refunded). Please check that the missing products has not become caught within the package, as small items can become entangled in the inner paper of void-fill packaging.

Please do not hesitate to report any damaged or faulty products within 48 hours of the delivery. Any damages made during shipping will be reported to the carrier. Please attach imaged of the damaged or faulty products as this will help our team resolve this for you.

Delivery will be attempted at the address provided. Should you not be available to accept delivery, the couriers operate a leave-safe service. Your parcel may be left with a neighbour, left in a safe place, secure location at the delivery address, available for collection in person at a local delivery office or delivery may be re-attempted.

Please note that there may be unexpected delays during the shipment with the carriers due to weather conditions, unavailable delivery routes, local restrictions and with your local customs authorities that are beyond our control. If for any reason your order has not been delivered, please note to allow us to investigate this matter with the carrier. We are able to claim a lost shipment with the carrier after 7 business days from the due delivery date for UK orders and after 25 days from the due delivery date for international orders. We ask that such time is allowed before reporting your order missing due to postal regulations. If your parcel is deemed lost, we will be happy to refund or resend your order.

If you refuse delivery, your order will be returned to us. Once we receive your order, we will refund your money within 14 days from delivery.

Sometimes tracking information can be incorrect, and packages marked as delivered before they actually arrive. Your package will most likely be delivered within a few days, but it's worth of check with neighbours, ask relatives at home and/or post office for more information.

We accept payments by credit and debit card, PayPal and Clearpay.

All refund are made by our accounting team within 14 days. However, your financial institution may need some time to process the refund. Usually, it takes 5 - 10 business days (up to 30 days, depending on your financial institution) to reflect a refund in your original payment account. Please note that we cannot be responsible for any delay in receipt of your refund as a result of bank delays. To complete a refund, we require a receipt or proof of purchase. Refunds can only be made to the card/account used at the time of the purchase.

Depending on you country of residence, your order may be subject to some import taxes or duties. In the US, orders under $800 are usually duty-free and other countries may have similar regulations. If you are EU-based, please visit our ETSY Store . Our ETSY Store was created especially for customers based in the European Union. On ETSY, VAT is applied to the full order total (less than or equal to €150) which includes the item price and postage. All orders placed on ETSY to EU countries will be shipped using the IOSS system. There are no additional charges for receiving your order, such as VAT and customs duties. For orders over €150, customs duties and VAT will still be charged by the carrier when goods are imported into the EU. Please note that we are a UK-based company that ship worldwide. Customs charges are not by us, it is your countries regulations and is your responsibility to pay them. We have no control over these charges and you must pay to receive your order. For more information please contact your local customs office.

Yes, you can! However, all parcels imported from outside the EU are subject to customs fees. If you want to pay import tax in advance, please visit our ETSY Store. The ETSY Store was created especially for customers based in the European Union. On ETSY, VAT is applied to the full order total (less than or equal to €150) which includes the item price and postage. All orders placed on ETSY to EU countries will be shipped using the IOSS system. There are no additional charges for receiving your order, such as VAT and customs duties. For orders over €150, customs duties and VAT will still be charged by the carrier when goods are imported into the EU.

Many of our products are proudly made in the United Kingdom. The products are manufactured in accordance with the relevant aspects of the ISO 22716 Cosmetics - Good Manufacturing Practices (GMP).

Yes, we only choose products and ingredients that are vegan-friendly and cruelty-free. We do not conduct or commission animal testing on ingredients, formulations or finished products. All products do not contains animal-derived ingredients.

Whether you are Makeup Artist, owner of a Boutique Store, Beauty Salon, Makeup Academy, Online Retailer or Distributor interested in stocking or using our products, we will be happy to offer you free product samples. Unfortunately, we may be unable to cover postage costs.

Yes, they are all safe! All our products and ingredients are compliant with the UK and EU regulations. Our products are carefully checked and allowed by qualified safety assessors first.

The complete ingredient list for each product can be found listed in the description on the individual product page. Please also check the label on your product for a full list of ingredients.

Yes, we recommend to always do a patch test in an inconspicuous area first. Please discontinue the use of our products if they cause irritation.