At Pastel Home, we prioritize the secure delivery of your treasures with thorough packaging. While our packaging is robust, in the unlikely event of transit damage, please inform us within 24 hours of order delivery at teampastelhome@gmail.com, providing your order number and an unboxing video.
Ensure the unboxing video is authentically shot, without unusual cuts or edits, within the specified 24-hour timeframe. Due to the delicate nature of ceramics, returns are not available. Opting for a replacement of damaged items will be combined with your subsequent order.
Our approach to resolutions is discretionary, tailored to each case, given the unique nature of our products. Refund/replacement decisions will be made on an individual basis. Note that refunds are not applicable for incorrect/incomplete addresses and phone number, three failed delivery attempts, or if the recipient declines the package. Once an order is placed, it cannot be canceled. Your satisfaction is paramount at Pastel Home.
