Frequently Asked Questions
Got a question? You are in the right place. Below you will find answers to the things our customers ask us most. If you cannot find what you are looking for, drop us a line at support@pastelpupco.co.uk and we will be happy to help.
Ordering & Payment
How do I place an order?
Simply browse our shop, add your chosen items to your basket, and follow the checkout steps. You will receive a confirmation email as soon as your order is placed. If it does not appear within a few minutes, please check your spam or junk folder.
What payment methods do you accept?
We accept all major debit and credit cards, as well as popular digital wallets such as Apple Pay, Google Pay and Shop Pay. All payments are processed securely, so your details are always protected.
Can I change or cancel my order after placing it?
We aim to dispatch orders quickly, so please email us at support@pastelpupco.co.uk as soon as possible. If your order has not yet been dispatched, we will do our best to amend or cancel it for you. Once an order is on its way, it cannot be changed, but you are always covered by our returns policy.
Is there a minimum order value?
No, there is no minimum order value. Order as little or as much as your pet needs.
Shipping & Delivery
Where do you deliver?
We currently deliver right across the United Kingdom, including mainland UK, Northern Ireland, and the Scottish Highlands and Islands.
How long will my order take to arrive?
Orders are usually dispatched within 1 to 2 working days. Once posted, standard UK delivery typically takes a further 3 to 5 working days. Delivery times can occasionally be a little longer during busy periods or bank holidays.
How much does delivery cost?
Delivery costs are calculated at checkout based on your order, and any current free-delivery thresholds or offers will be applied automatically before you pay.
Do you offer tracking?
Yes. Once your order has been dispatched, we will email you a tracking link so you can follow your parcel every step of the way. You can read more on our Track Your Order page.
Tracking Your Order
Where can I find my tracking information?
Your tracking link is included in your dispatch confirmation email. Simply click the link to see the latest updates on your delivery. If you cannot find the email, please check your spam folder or get in touch and we will resend it.
My tracking has not updated, should I worry?
Not at all. Tracking information can sometimes take a day or so to update once a parcel is on the move. If there has been no movement for several working days, email us and we will chase it up for you.
Returns & Refunds
What is your returns policy?
We offer a friendly 30-day returns policy. If you are not completely happy with your purchase, you can return it to us within 30 days of receiving it for a refund or exchange. Items should be unused and in their original condition where possible.
How do I start a return?
Just email support@pastelpupco.co.uk with your order number and let us know what you would like to return and why. We will guide you through the simple next steps.
When will I receive my refund?
Once we have received and checked your returned item, we will process your refund to your original payment method. Refunds usually appear within 5 to 10 working days, depending on your bank or card provider.
What if my item is faulty or damaged?
We are so sorry if something has arrived less than perfect. Please email us with your order number and a photo of the issue, and we will arrange a replacement or refund straight away. You are also covered by our Happy-Tail Guarantee.
Products, Sizing & Care
How do I choose the right size for my pet?
Where a product comes in different sizes, you will find a sizing guide on the product page. If you are ever unsure, measure your pet and pop us an email, and we will happily recommend the best fit.
How do I clean and care for my products?
Care varies by product, so always check any label or instructions included. For general guidance on washing, drying and storing your items, see our How to Care for Your Pastelpup Products page.
Still Need Help?
How do I contact your support team?
We are only ever an email away. Reach us at support@pastelpupco.co.uk and we will reply within 24 hours, Monday to Friday. See our Contact Us page for more.