Shipping policy

At Pastel Puddles, our products are made to order just for you. This means your item is produced after your order is placed rather than being kept in stock.

Processing & Production

Because each item is made to order, please allow additional time for your order to be produced before it is shipped.

Production and delivery times can vary depending on the product, destination, shipping method selected, and circumstances affecting the shipping carrier.

Your order will be shipped once production has been completed.

Shipping Times

Estimated delivery times are shown at checkout and may vary depending on your destination and the shipping method selected.

Delivery estimates are not guaranteed and may be affected by circumstances outside of our control, including carrier delays, customs processing, weather, holidays, or other unforeseen delays.

Please allow additional time for international deliveries.

Tracking

Where tracking is available, tracking information will be provided once your order has been shipped.

Please allow some time for tracking information to become active after your order has been dispatched.

Customs & Import Charges

For orders shipped internationally, your order may be subject to customs duties, import taxes, or other charges depending on the destination country.

Any applicable charges that are not included in the purchase price or shipping cost may be the responsibility of the customer.

Incorrect Delivery Information

Please make sure your shipping address is correct before completing your order.

If an order is returned or cannot be delivered because an incorrect or incomplete address was provided, additional shipping costs may apply if the order needs to be shipped again.

Lost or Damaged Packages

If your package appears to be lost, damaged, or has not arrived within a reasonable period after the estimated delivery window, please contact us with your order number so we can investigate the shipment.

If your item arrives damaged or you receive the wrong item, please contact us as soon as possible with your order number and photographs of the issue.

Questions About Your Order

If you have any questions about your order or its delivery, please contact us and we’ll be happy to help.

Please note: Delivery estimates are provided as guidance and are not guaranteed. Once an order has been shipped, delivery is handled by the relevant shipping carrier.