Frequently Asked Questions
Here you will find answers the most commonly asked questions. If you can't find your answer here. Reach out to us via the Contact Us page :)
When will my order be shipped?
Orders for in stock items are dispatched between 1-3 business days via Australia Post. If your order contains Pre-Order or Made to Order items, it will be held until all products are available to ship :)
Please note: During peak times i.e. Sales and Product Releases - Your order can take a little extra time to ship. We will endeavor to get your order out ASAP.
When will my order arrive?
Australia: 1-10 business days
Australia Express: 1-2 business days
Rest of World: 5-15 business days
Do you ship internationally?
Yes, we ship worldwide!
How much is shipping to me?
We offer flat rate shipping:
Standard within Australia - $8.99
Express within Australia - $14.99
International - $14.99
Free standard shipping for Australian orders over $99 & International over $150 (Excludes subscription boxes)
International Customers are required to pay any relevant duties, customs, or taxes associated with their country, as stipulated with the respective postal offices, on top of what the customer has paid for, which we have no control over.
What is your returns policy?
We offer an exchange within 31 days of original purchase, the item has to be returned to us at buyers expense please email: email@example.com or send the item back to our return address with your name, order number and what you wish to exchange if we have any further questions we will contact you so please provide your contact details.
Return Address: PO Box 123, Cannon Hill QLD 4170
What are your office hours?
Monday – Friday 9:00am – 5:00pm
How do Pre-orders / Made to orders Work?
A Pre-order or Made to Order is an item that has not yet come into stock, but you can Pre-purchase it to secure your piece. Pre-order and Made to Order items are paid up front and are then shipped out to you as soon as they arrive without you having to do anything further.
So the Pre-order / Made to order purchase secures your particular piece ie. reserves it, but it is non-refundable however you can request a refund to be made as store credit.
Pre-orders / Made to order are particularly important for limited release items, as sometimes we may presell out of an item, so pre-ordering will be the only way to ensure you can buy that piece.
You can tell if an items is a Pre-order / Made to Order by looking on the product listing. The description of the item will tell you if the item is a Pre-order or made to Order and its estimated shipping date.
Please note: Estimated Shipping Dates are subject to vary, however we do our best to stick to the date provided.
If in stock items are ordered along with a Pre-order or Made to Order item. Your order will be held until the Pre-order is ready to ship. You can request the in stock items to be shipped to you however an additional shipping fee will be charged.
We hope you enjoy shopping with Pastel Pixie and don't forget to reach out to us via the Contact Us page if you couldn't find what you are looking for.