Terms & Conditions 

Terms & Conditions




The Pastel Roses is a legal business registered in The United Kingdom of Great Britain and Northern Ireland. VAT registration number GB397541259


1.1 These terms and conditions are applicable to the supply of products made or listed by the seller, hereafter referred to The Pastel Roses®, to the buyer hereafter referred to the customer.


1.2 Our online store is for use by individuals aged 15 and over. You should not use our online store if you are under this age.



Payment, Orders and Discount Codes

2.1 Payments may be made by PayPal or Credit/Debit card.


2.2 We reserve the right to reject or cancel any orders which do not comply with the payment.


2.3 Discount codes are non-transferable and bear no cash value. Any discount code sent to you by email or any other method is confidential and the customer shall not share this with any other person.


2.4 Any discount or other promotional codes issued by us from time to time are strictly subject to the individual terms and conditions with which they were issued, which may include, amongst other things, eligibility of use and maximum or minimum order value. Certain products may be excluded and you will not be able to use any discount codes in respect of such products. If any of the terms and conditions with which the discount codes were issued contradicts these terms and conditions, the terms and conditions in respect of the discount code will prevail.


2.5 Products purchased from The Pastel Roses® are not for resale or distribution without prior permission.

The Pastel Roses® can at its sole discretion restrict ordering to a maximum of 5 pieces of any individual products and reserve the right to cancel any orders which are suspected are being purchased for resale or distribution.


2.6 The Pastel Roses® accept pre-paid orders only. No orders will be processed until the full payment is received.


2.7 Prices for goods may change, but changes will not affect any order which we have confirmed.

2.8 We will not process your order until we have all the delivery details. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.


2.9 All prices in our online store are quoted in Pound Sterling - GBP, marked with £ symbol. Prices quoted in any different currency shall be considered as indicative only. Currency rates may vary depending on payment processors’ rates.


2.10 Customers can only pay by one of the applicable payment methods available at checkout and must pay in Pound Sterling (GBP) unless otherwise specified (the final amount will always be quoted in GBP). Amounts on your bank/PayPal statement may be quoted in your local currency. The Pastel Roses® will always refund the original amounts quoted in Pound Sterling (GBP).


2.12 We reserve the right to reject or cancel any orders which do not comply with these terms even if your account has been charged (we will refund in full any amounts paid by you in respect of the order).


2.13  All Orders are subject to acceptance and availability. Upon placing an order with us, the customer will receive an order acknowledgement and subsequent update emails from Ecwid / The Pastel Roses. Update emails will be sent automatically to the email address provided during placing an order. Also, please check your spam or marketing folder if emails do not appear in your main inbox. 

Please do not reply to the automatic emails, which may be missed by us. 

2.14 All prices are tax-excluded. Tax will be calculated automatically at the checkout depending on postage destination. International orders may be subject to tax/import charges at local rates during customs clearance.



Delivery and Shipping

3.1 Any date or period for delivery shall be considered indicative only. It is our policy to try to despatch 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). Any products not available at the time of your order will be sent to you, as soon as possible.


3.2 We are not responsible for any delivery delays, missing or damaged parcels during the shipment.


3.3 If you order items from our online store for delivery to one of the International Delivery Destinations, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount.

3.4 You will be responsible for payment of any such import duties and taxes. Please contact your local customs office or government website for further information before placing your order.


3.5 You must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable or responsible if you break any such law.


3.6 All orders will be delivered using the service as detailed at the time of ordering. The costs of shipping will always be notified to you prior to the completion of your order.


3.7 Please make sure that all delivery details and the email address you provided are correct. Please contact us as soon as possible if the details are wrong or incomplete. Wrong delivery details may cause that an order will be not delivered and returned to us.


3.8 If your order will be not delivered and returned to us, we will contact you immediately. 



Passing of Risk

4.1 Customer will assume the risk of the products ordered once they have been delivered to the specified on the order. The Pastel Roses accept no liability for undelivered parcels where the customer provides an incorrect or invalid delivery address and/or fails to collect the order from the delivery address specified following our reasonable efforts to contact you to deal with this.


4.2 In the event of an order being lost by a third party which has either been authorised by you to accept the products or a courier commissioned by you to deliver the products, The Pastel Roses® bears no risk once it has been delivered to them. Where goods have been received hardly damaged, a full or partial refund will be made if we are notified of the problem within days of delivery. You will be required to return the goods together with their original packaging to our trading address (see Return and Refund policy).


4.3 Where the goods are signed for, the customer bears the risk once the goods are signed for (provided they are signed for by the customer or a person identified as authorised by you). If a customer believes that a parcel has been tampered with, it is their responsibility to refuse to sign for the goods (for the avoidance of doubt, signature for the parcel does not affect 

your rights of return).



Title and Defects

5.1 The products shall be owned by you once we have received payment in full for the products. The customer is obliged to inspect the goods immediately after receiving them. If the goods are damaged, the customer is obliged to contact us immediately. The Consumer Rights Act 2015 says products must be as described, fit for purpose and of satisfactory quality. The customer shall notify the seller in writing or by email (including pictures) if the goods are faulty or misdescribed and shall be entitled to a full or partially refund, to get the product repaired or replaced or to get some go their money back. We are not responsible for goods damaged during use.




6.1 Cancellations that are not due to a defect or discrepancy are not accepted.


6.2 Within 14 business days after receipt of the goods, the customer must contact us in writing via email and, following which, they must be returned to us within 14 days of you telling us you want to change your mind. The goods must be ‘as new’ and unused, in original undamaged packaging, including all items and free gifts received. It is the customer’s responsibility to take reasonable care of the products until their return to us. The Pastel Roses will consider that the customer has not taken reasonable care if the goods have been used in a way or extent, exceeding what a customer would similarly examine the goods in a retail store prior to purchase and will be entitled to deduct an amount reflecting any such reduction in value due to your use. Any refund will be made within 14 days of receipt of the customer’s returned products.



Privacy Policy


7.1 We do NOT sell your personal data to any third parties. We may share your personal data with our carefully selected third-party service providers who help us provide our services to you, including:

  • Couriers and other delivery companies.

  • Payment providers

7.2 In certain circumstances we may also need to share your personal data with our legal advisers, bankers, auditors, accounting agents and insurers and our regulators, including HM Revenue & Customs.


7.3 We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to use your personal data for specified purposes and in accordance with our instructions.

7.4 We do not transfer your personal data outside of the European Economic Area (EEA) unless you make a purchase from or are based in a country outside of the EEA.


7.5 We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed.


7.6 We will retain your name, email address, phone number, home address, date of birth, gender, details of previous purchases, searches and items saved in your wish list, which we collect when you hold an account with us for such time as you continue to hold an account with us.


7.7 We will retain your name, email address, delivery address and billing address which you provided to us when you make a purchase on our website and all correspondence with you for seven years following your last purchase or contact.



Persons under the age of 15

8.1 Persons under the age of 15 should do not make any purchases via our online store.

Changes to Terms & Conditions



Changes to Terms & Conditions

9.1 We reserve the right to change these terms and conditions at any time.



Safety Notes

10.1 We advise using our products with extra care. We are not responsible for any damages or loss of health.

In the case of any allergies or irritation caused by our products, please stop using them immediately.



Intellectual Property


11.1 All trademarks shown on www.thepastelroses.com belong to their registered owners and must not be copied without prior permission.


11.2 You must not use any part of the materials on the online store for commercial purposes without obtaining a licence to do so from us.



Gift Cards


12.1 Gift Cards have an unlimited expiry period (until it's fully redeemed).


12.2 A gift card can be used in several orders until it’s fully redeemed and cannot be used to buy another gift card.


12.3 Discount coupons can't be used for a gift card purchase. Otherwise, the discount applies to all the products in the order except the gift card.


12.4 Customer cannot apply more than one gift card per order.


12.5 Gift cards or their numbers cannot be uploaded to Facebook or Instagram due to Facebook’s Terms of Use.


12.6 Unused balance cannot be converted into cash or refunded.


12.7 If the order total is more than the gift card amount, the remaining amount must be paid using other payment methods.


12.8 Gift Cards cannot be offered to any third parties for sale or otherwise for monetary or other value or as part of a promotion, competition, auction or similar activity by the customer (or any person to which the gift card has been gifted by the customer). The Pastel Roses® reserves the right to refuse or suspend any gift card which we know or suspect has been used for this purpose.


12.9 There are no refunds on unused balances. Any unused balance will remain on the Card until redeemed.


12.10 Gift Cards are non-refundable. 


12.11 The Pastel Roses® is not responsible for stolen cards. Customer should never share card details with third parties.

 Return and refund policy 

Return and Refund Policy



You have 14 days from the delivery date to contact us and the goods must be returned to us within 14 days of you telling us​.

To be eligible for a return, your item must be unused and in the same condition that you received it.

Your item must be in the original packaging.

Your item needs to have the receipt/invoice or proof of purchase.

If an order is not delivered or returned, shipping costs are non-refundable.



Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item.

If your return is approved, we will initiate a refund to your account within 14 days.

Original shipping costs are non-refundable.


The Pastel Roses® will always refund original amounts quoted in Pound Sterling (GBP). 



You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.


Order Cancellation

If you want to cancel an order, please send us an enquiry as soon as possible within 12 hours after purchasing.


Contact Us

If you have any questions on how to return your item, please contact us.