Claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.
Unclaimed - Shipments that go unclaimed are returned to our third party's factory/facility and you will be liable for the cost of a reshipment.
Notification for EU consumers: According to Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer's specifications or clearly personalized, therefore Pastel Castles reserves rights to refuse returns at its sole discretion.
How can I be refunded?
You can request a return or a refund in case
Product is damaged
Product is misprinted
Product is defective
Product is not what you ordered
We strive to ensure our products are perfectly crafted and in a timely manner. That being said, we have a 24 hour cancellation policy when it comes to our items. If you contact us before 24 hours, we can halt the production of your custom item. After 24 hours, we can not guarantee the cancellation, as the item will have gone through our production process. Items will not be able to be refunded after this 24 hour window.
Note: Pastel Castles is not responsible for mistakes made by the customer while ordering a product, such as wrong size or colour selection.