FAQs
FREQUENTLY ASKED QUESTIONS
Introduce your brand, products and vision statement and welcome customers to your store.
SHIPPING AND DELIVERY
All orders are shipped from our warehouse located in Poland.
All orders are processed within 1 to 14 business days. Pre-orders may take up to 30 days to process. We will confirm the shipping date via email.
Delivery times depend on your location and the shipping method chosen. Typically, they are:
- Domestic orders: up to 4 business days
- International orders: 14 business days
Once your order has shipped, you will receive a tracking number.
For more detailed information about shipping, please visit our Shipping and Orders page.
Yes, we ship internationally to many countries. Delivery costs and times vary depending on your location and the shipping method you choose.
Yes, we offer free shipping depending on order value and location. Details about free shipping can be found on our shipping information page.
We process all orders within 1 to 14 business days, Monday through Friday, excluding public holidays. If your order includes pre-order items, processing time may take up to 30 days. In this case, we will confirm the shipping date via email.
If your order includes pre-order items, processing time may take up to 30 days. In this case, we will confirm the shipping date via email.
PROBLEMS WITH ORDERING
If for any reason you are not satisfied with your purchase, please contact us online on the Returns and Complaints page and return the unused and unopened products within 14 business days of receipt.
Returned products must be in pristine condition – unused, unopened, with intact seals and original packaging (including protective film, if applicable).
Please carefully pack and secure your parcel before shipping. Please include a copy of your invoice or receipt with your shipment.
Please keep your proof of shipment – if your package is lost without this document, you won't be able to file a claim. Please note: We are not responsible for returns lost in transit unless they are returned via our designated courier service.
The refund processing time may be up to 14 business days (excluding weekends and public holidays).
We will only refund the value of the products ordered, including any VAT charged at the time of order placement. We will not refund shipping or handling fees, or any additional customs duties or taxes imposed by local authorities or carriers.
If you notice any items are missing from your order, please contact us as soon as possible by email at support@thepastelroses.com or via the contact form on our website. We will investigate the situation and make every effort to resolve the issue as quickly as possible by sending the missing item or offering an alternative solution.
Make sure the missing item isn't marked with a ✓ on the invoice or packing slip. Also, check if the missing item is stuck in the packaging, as small items can get tangled in the packing paper.
If you receive a damaged or faulty product, please contact us as soon as possible by emailing support@thepastelroses.com or using the contact form on our website. Please also include photos of the damaged product and confirm your order number.
We will analyze the situation and make every effort to resolve the issue as quickly as possible. Please include photos of the damaged or defective product and your order number in your message. We will address your concern as quickly as possible and propose an appropriate solution, such as a replacement or refund.
The courier will attempt to deliver the package to the specified address. If you are not home at the time of delivery, couriers offer a service where they can leave the package in a safe place. Your package may be:
- left with a neighbor,
- placed in a safe place or other secured point within the delivery address (e.g. in a cupboard in the stairwell, in the garden or other convenient place),
- directed to the nearest collection point, where you can collect the parcel in person,
- delivery may be rescheduled for another day.
You will be informed by the carrier about any delivery attempts and available options. If you choose a pickup point or leave your package in a secure location, these details will be included in the information provided by the carrier.
If you experience any problems with delivery, please contact our customer service.
If your order is not delivered, we will contact the courier company to resolve the issue.
Please note that unexpected delivery delays may occur from carriers due to weather conditions, unavailability of delivery routes, local restrictions or customs clearance delays - these are situations beyond our control.
If your shipment is deemed lost, we will be happy to issue a refund or re-ship your order.
If your order is not picked up, it will be returned to our warehouse. In this case, your order will be refunded within 14 days of our receipt of the shipment.
If your order is marked as "delivered" but still hasn't arrived at your address, it may be due to an error in the tracking system. In this case, please wait two to three business days and check whether your package has been delivered to a neighbor or left in a safe place. If your order hasn't been delivered after this time, please contact our Customer Service.
All refunds are processed by our accounting department within 14 days. However, please note that your financial institution may need additional time to process your refund. It typically takes 5 to 10 business days (up to 30 days, depending on your bank) for the funds to be credited to the account used for payment.
Please note that we are not responsible for any delays in receiving your refund due to bank actions.
To process a return, we require proof of purchase – a receipt or other proof of purchase.
Refunds can only be made to the card or account used to make the payment.
INTERNATIONAL SHIPMENTS
Of course! All orders within the European Union are shipped from our warehouse located in Poland. You don't have to worry about any additional fees associated with importing products to another EU country!
For more information, please visit our Orders and Delivery page.
If you are a customer outside the European Union, you can visit our UK store at www.thepastelroses.com
If your order is delivered to any European Union country, you do not have to worry about additional fees as all products are shipped from our warehouse in Poland.
If your order is shipped outside the EU, your package may be subject to import fees, such as customs duties, VAT, and shipping fees. Please note that we are not responsible for any customs fees, as they are set by your country's customs authorities. We have no control over these fees, and payment is required to receive your order. For more information, please contact your local customs office.
OUR COMPANY AND PRODUCTS
Most of our products are manufactured in the UK. Our products are manufactured to ISO 22716 - Good Manufacturing Practices (GMP) requirements.
The official distributor of The Pastel Roses products and the responsible entity for the Polish and European Union markets is The Pastel Roses Europe Sp. z o.o., based in Majdan.
Absolutely! Our products are made only from high-quality ingredients, which have also been approved by the laboratories we work with. We use only vegan and cruelty-free products from trusted manufacturers. Our company has never commissioned or conducted animal testing on any of its ingredients or finished products.
If you are a makeup artist, salon owner, makeup academy owner, online retailer or distributor interested in selling or using our products, we would be happy to offer you free samples of our products.
Yes, ours meet European safety standards and are approved by the cosmetic laboratories we work with. All products comply with European Parliament Regulation (EC) No. 1223/2009 on cosmetic products, which regulates aspects of production and safety assessment.
A full list of ingredients can be found in the description of each product and on the label on the packaging.
We recommend testing on a small patch before using new products, especially if you have sensitive or allergy-prone skin. Apply a small amount of product to a small area of skin (e.g., behind the ear or on the wrist) and wait 24 hours to see if an allergic reaction occurs. If redness, irritation, or itching occurs, discontinue use.