FAQ

What is your return policy?

If you’re looking to return or exchange your order for whatever reason, we’re here to help! We offer free returns within 15 days of purchase. You can return your product for store credit, a different product, or a refund to the original payment method.

Please note the following exceptions to our return and refund policy:

  • Discounted items are final and cannot be returned or exchanged.
  • Returned items must have tags still on and be returned in original product packaging
  • Returned items must have no visible signs of wear or use.
  • C grade and display items are final sale and cannot be returned or exchanged. 
  • Blind bags and mystery bags are heavily discounted and also final sale. They  cannot be returned or exchanged. 

To initiate a return, please complete the following steps:

  1. Reply to your order confirmation email to request which products you would like to return.
  2. Print the prepaid return shipping label that you will receive by email.
  3. Send all items back to us using the label provided.

If your item arrives damaged or lost in transit

If you do not receive your order within 21 days (US domestic) or 40 days (international). In that case, please contact us with pastelgardenpins@gmail.com and we may issue you a replacement. We will only issue (1) replacement, and if it does not reach its destination, unfortunately, we cannot send another replacement.

Please reach out to pastelgardenpins@gmail.com With your order number and the subject “Damaged” and we will do our best to fix the issue with in a reasonable amount of time. If you reach out more than 15 days later we cannot help you. We will only issue (1) replacement, and if it does not reach its destination in tact, unfortunately, we cannot send another replacement.

My item broke!! 

If your item breaks 15 days after purchase, we will not be able to further assist you.
Items such as bags are hand made and under normal use will hold up just fine. However, as they are handmade, defective items are possible and may break before the 15 day limit. If so please follow the damaged guide above and we will be happy to help you. 

We will only issue (1) replacement, and if it does not reach its destination, unfortunately, we cannot send another replacement.

What is a Preorder??

Pre-orders are a special opportunity - you help fund the production of an item, and in return you receive a discount

Because of this, we do not accept returns or exchanges on any pre-order items.  

Pre-orders can take up to 3-6 months to arrive (though in many cases arrive much quicker!) and you are always welcome to use the contact us at pastelgardenpins@gmail.com with any questions about a pre-order status! 

If a pre-order item arrives with any issues(noticeable defects, missing items, etc.) please contact us ASAP - we're always willing to help with any issues!

Orders that contain a pre-order item will ship once all items within the order are on and and ready for shipment - for example: if you pre-order an in stock, ready to ship item along with a pre-orer item, the entire order will ship once your pre-order item has arrived and is ready for shipment! 

Whats your bag care??

Weight

Don't put too much weight in your bag! The maximum weight capacity is 10lbs. Keeping a lot of weight in your bag will put stress on the materials & could stretch the bag out.

Your bag may arrive with visible creases
This is completely normal, and due to the nature of PU leather these will quickly come out! To help the bag along with this process, simply stuff it full and let it breath! If the creases remain after a day take a blow-dryer on the lowest heat setting and use it gently along the creases to completely smooth out the leather.

If your bag gets dirty, spot clean with warm soapy water! Most stains will not penetrate the surface of PU leather, so they are very easy to keep clean! For the canvas parts of some bags, simply mix a solution of mild dish soap and warm water together and use a small toothbrush or bristle brush to scrub the area you wish to clean! Let it dry completely before using it again.