Estimated production fulfillment times:
Our items are lovingly handcrafted to order. Due to high demand, our fulfillment times will range on average, from 5-7 business days for USA, Canada and world. Shipping times are additional, see below for estimates.
Estimated shipping delivery times:
USA: 3-5 business days
Canada: 5-10 business days
World: 10-20 business days
Your order will be sent out on average within 5-7 days of ordering. We will email you your order confirmation and tracking information. (Not all shipping options include tracking) Also note, your order may come in multiple packages, and ship out at separate times. This is based on timing availability, and warehouse location.
These are estimates and may take shorter or longer than the delivery/fulfillment times listed. Delivery times are not guaranteed. Additionally we are not responsible for shipping delays.
International shipping:
We ship everywhere and anywhere. We ship our orders from the USA and Europe. International shipments may incur customs fees/taxes. For each country the customs policy is different, and the fee is usually based on a variety of factors like weight, value, and size. We do not take responsibility for customs fees, customs delays, or any additional taxes/vats.
By ordering you are confirming that you understand our shipping/fulfillment timeline, and have read our shipping policy. Shipping rates are calculated upon checkout.
Do I need to sign up or open up an account to order?
You do not need to sign up to order. However, the option is there if you would like to. Signing up enables you to save your information for next time.
How can I pay?
We accept all major credit cards, and we ship out to anywhere in the world. We also accept paypal payments, apple pay, google pay, and Sezzle. Sezzle enables you to shop now and pay later. Click HERE for more information on Sezzle.
We do not accept money orders, bitcoin, checks or mailed cash.
Can I cancel my order?
Unfortunately we cannot cancel orders at this time because we begin working on your order right away.
Is your site secure?
Rest assured our site is secure. We use "SSL" to encrypt all of your personal information.
What's Sezzle, is it safe?
Sezzle is the newest, and best way to shop online! Sezzle is 100% secure and allows you to buy now and pay later, all interest free! Note this option is currently only available to US based customers. For more information click HERE.
Why won't my payment go through?
Either try another card, or please contact your banking institution as we have no way of knowing on our end.
Are your products sold elsewhere?
Nope! Our products are unique, and only sold by Pastel Queen.
Where are my orders coming from?
We ship our orders from either our US warehouses or our Europe warehouse. We ship everywhere and anywhere in the world. Shipping rates will be calculated upon checkout.
Why was my order cancelled?
There could be a few reasons. One being that we are out of stock, and you will receive a full refund. The other reason is we have a fraud detection system in place on our store. If your order looks suspicious we have the right to cancel your order. We will issue you a full refund. If you believe that your order was cancelled by mistake, please email us at hello@pastelqueen.com we will need to confirm your identity. We have the right to deny your request as we see fit.
Where's my order?
We email out an order confirmation right away. We will then email you a shipping confirmation with your tracking number once your order is processed. (not all shipping methods include tracking)
All products are made to order, and are typically made within 5 to 7 business days. After that it may take another 3 to 5 days for delivery. This number may be higher or lower depending on season, availability and your location.
Help, I never received my order!
If your order didn't end up arriving, be sure to let us know! First check your shipping confirmation, and check that you had entered the correct address. If the address was incorrect, we'd be happy to send you another order to the correct address. Note that incorrect addresses will have to be paid by you in full.
However, if the shipping address was correct, first get in touch with your local post office, and the company on your tracking information. Or email us as soon as possible at hello@pastelqueen.com noting your order number. We'll see what can be done, but we make no guarantees.
Note: If you selected shipping with no tracking number, we unfortunately will not be able to track your order. Please order using this shipping type at your own risk. We do not guarantee replacements and or refunds for this type.
Where do I put in my coupon/discount code?
From time to time, we may offer discount codes. Discount codes can be added onto your order in the second page on the checkout screen. Simply type in your discount code under "discount" and click on "apply". You should see your discount go through at that point. Also note that you may only use one code per order.
Help, I Forgot To Use My Discount Code!
If you forget to use your discount code you may simply use your code on a future order. We do not offer refunds for the difference.
Do you provide partial refunds on shipping, discounts, taxes and or customs?
We do not offer partial refunds.
Do you provide price adjustments, if something goes on sale after I purchase?
We do not offer price adjustments.
Can I add a gift card to my order?
We currently do not offer gift cards, but we will in the near future.
Do you offer price adjustments/order cancellations/refunds so that I can use another form of payment? For example another credit card, Paypal or Sezzle?
At this time we do not.
Which currencies do you use?
Our default currency is in USD. We also convert our currency to: INR, GBP, CAD, AUD, EUR, JPY and much more. To change currencies simply click on the USD menu item on the top of the screen to select whichever currency you would like. Your currency will then be automatically updated. Note that during the checkout process the currency will automatically be changed back to USD.
Can I return or exchange my order?
All orders are FINAL SALE. Click HERE for more info.
Where can I find shipping info?
Click HERE for shipping info.
Returns:
Since our products are made to order, all items are FINAL SALE and cannot be returned/refunded/exchanged.
However, we gladly accept returns for damaged, defective or misprinted items that are our error within 14 days of your delivery. Please make sure that the defective product is not worn, not washed and has all of the original tags. Note, products that have been washed without using proper care instructions cannot be returned. We are not responsible for wrong addresses, unclaimed items, shipping, taxes or customs fees.
Exchanges:
We currently do not offer exchanges. All items are final sale.
Please refer to the size guide on each clothing product's page for your best fit. Our size guides use the U.S. imperial system. If you are an international customer, please make sure to convert any sizes to the metric system before ordering.
Refunds:
All items are final sale. We only offer refunds if your order is damaged, defective or misprinted. We do not offer refunds for shipping delays. Please see our shipping page for more information.
If your refund is approved, you will receive a refund within 7 business days of receiving your return. Additionally, we are not responsible for any return, tax, customs, shipping fees or shipping delays. Also note, that your banking institution may require additional days to process and post this transaction on your account once they have received the information from us.
Start A Return:
Because our items are final sale, please email us before sending any product back. We cannot guarantee a refund if the item is sent back without prior notice or approval. You may email us at returns@pastelqueen.com to start the return process. Emails must be sent within 14 days of your delivery date. We will need your order number and photo proof of any product damage to begin. Additionally, we make no guarantees that your return will be approved.
