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. If your order contains Pre-Order items, it will be held until all products are available to ship :)
Made to Order items can take extra time to ship, as these items are manufactured after you order them. Please allow at least 10 business days for your order to be manufactured before it is shipped.
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?
Please note we cannot ship to PO Box addresses.
Australia: 1-10 business days
Australia Express: 1-2 business days
Rest of World: 5-25 business days
If 'Authority to Leave' is selected via the shipping notification email, your parcel will be left at your own risk.
Do you ship internationally?
Yes, we ship worldwide! We now offer a tracked service.
How much is shipping to me?
We offer flat rate shipping:
Standard within Australia - $8.99
Express within Australia - $14.99
International - $24.99 - $29.99
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
A Pre-order is an item that has not yet come into stock, but you can pre-purchase it to secure your piece. Pre-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 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 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 by looking on the product listing. The description of the item will tell you if the item is a Pre-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 items, 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.
Made to Order Items!
Made to Order items will be shipped directly to you from our supplier. We have put a lot of focus on making sure Made to Order items get delivered to our customers as quickly as possible. Made to Order items sent directly from our suppliers are not trackable at this point in time and can take up to 28 business days to arrive from the date of purchase.
Orders with both In Stock and Made to Order items will be shipped separately. The Made to Order item will be shipped directly from our supplier whilst the In Stock item will be shipped from our warehouse.
Made to Order items are non-refundable, however you can request a refund to be made as store credit.
Exchanges for Made to Order items are accepted, however are handled a little differently to in stock items. Please return the Made to Order item you wish to exchange and we will issue you a store credit when it is received back to us.
Please contact us via the 'Contact Us' page if you shipment does not arrive within 35 business days from the order fulfilment date for Made to Order items.
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.