General

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- Please ensure that the shipping to your country is available. If not, please do not hesitate to contact us.

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- We are processing all orders within 1 - 5 working days (excluding weekends and bank holidays).

This time period may be extended to 2 - 7 working days during high volume time (sales, new product launch). 

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- All orders are processed by Royal Mail or EVRI in the UK. Please note that international orders will be redirected to local postal operators (USPS, Canada Post, Deutsche Post, GLS etc.)

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- Tracking numbers are not included with the UK Standard shipping. However please do not hesitate to ask us for more details, including the reference number and delivery confirmation.

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- The Pastel Roses Ltd accept pre-paid orders only.  No orders will be processed until

full payment is received.

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- We are not responsible for delivery to the wrong address or person. Please ensure all details are correct while making an order. If the details are incorrect, please let us know as soon as possible. We will change it!

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- The Pastel Roses Ltd is not responsible for any import or handling fees charged by customs authorities and posting companies.

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- We are not responsible for any delays, missing or damaged parcels during the shipment. If something went wrong, please contact us.

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- Please note the parcels may be left in a safe place or at your neighbour's by the delivery company.

If you did not receive the package, please contact your local Delivery Office for more details. The package may be available for collection in person. 

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- Orders including Tracking services may be checked on https://www3.royalmail.com/track-your-item#/

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Shipping & Delivery

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You can track your parcel using the tracking number provided in the dispatch confirmation email or the email or text message sent from the carrier.

Orders including Tracking services may be checked on https://www3.royalmail.com/track-your-item#/

 

We endeavour to process your order within 1 - 5 working days (excluding weekends and bank holidays). This timeframe may be extended to 2 - 7 working days during high volume time (sales, new products launch, special offers).

 

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.

 

We are not responsible for delivery to the wrong address or person. Please ensure all details are correct while placing an order. If the details are incorrect, please do not hesitate to contact us.

We aim to process your order as soon as possible, to get it on its way to you. There is a limited amount of time when we are able to cancel your order or amend your name or delivery address, however, are can only amend certain things. The shipping method or delivery destination cannot be changed. If you want to add or remove items, please contact us immediately. 

 

If your order has been dispatched then, unfortunately, we will be not able to cancel your order at that step. 

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Lost/Delayed Mail

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Please note that there may be unexpected delays during transit with the carriers due to weather conditions, unavailable delivery routes, local restrictions and with your local customs authority that are beyond our control.

 

If your order has been scanned as delivered but cannot be located, it may be due to a rare scan error. Please allow two additional days for your order to arrive before contacting us.

 

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 working 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.

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Damaged/Missing/Wrong or Faulty Products

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We endeavour to package all products as securely as possible. 

 

Please do not hesitate to report any damages, missing, wrong or faulty products within 48 hours of the delivery. Any damages made during shipping will be reported to the carrier.

 

Please specify the product(s) affected and the damage that has occurred.

 

Please attach images of the damaged, wrong or faulty product(s) as this will help our team resolve this for you.

 

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

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Please do not dispose of any product(s) or packaging until we have responded, as we may need to examine or investigate further.

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International Taxes, Import and Customs fees

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As all orders are shipped from the United Kingdom, your package may be subject to additional import fees and taxes upon delivery depending on the value of the content (item value/subtotal) and postage costs. Please check your country’s government or Customs Services trading, taxes, customs and tariff websites for estimates on additional fees. Postage costs (inc. free shipping) may also be subject to VAT at local rates (postage costs are always taken from the shipping label by customs authorities).

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USA - Orders above $800 may be subject to import tax.

 

European Union - All orders may be subject to import duties and taxes which can vary depending on the value of the content and postage cost. 

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We have launched a new ETSY marketplace for EU customers.

The ETSY marketplace allows customers in the European Union to pay taxes at checkout.

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VAT (value-added tax) is added to the full amount of the order (less than or equal to EUR 150, including postage fee and tax), which includes the price of the product, shipping and gift wrapping costs. For orders over €150, duties and VAT will still be collected by the postal operator when goods are imported into the EU.

 

Australia - Orders above AUS$ 1000 may be subject to import duties.

 

Canada - Orders above CAD$20 may be subject to import duties.

 

These tax-free amounts may change. Please check your local authorities’ websites for more up-to-date information.

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Refusing to Pay Customs

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We are not authorised to collect taxes and import fees on international orders. Additional fees may be subject to local taxes charged by local authorities or delivery companies upon delivery.

Local delivery companies may also include handling fees.

 

If you refuse the local customs fees, your order will be returned to us. A shipping and handling* fee may be deducted from your refund.

 

If you are in doubt about whether you will be subject to customs fees/taxes, we recommend contacting your local customs/import authorities for more information before placing an order.

 

Please be aware of possible delays from customs procedures. This process may take several days or weeks. If your order is subject to additional fees, a local delivery company will contact you by letter.

 

We are legally responsible for providing the accurate value of the contents including the correct HS Tariff Number for commercial goods. Any misinformation or lack of required details may result in mail return, seizure or fines charged by customs authorities. The Pastel Roses Ltd is not responsible for additional fees charged by local customs authorities/delivery companies. Additional fees are not refundable. 

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*if applied