FREQUENTLY ASKED QUESTIONS
WHAT ARE THE DELIVERY COSTS AND TIMELINES?
WE SHIP ALL ORDERS WITHIN THE SAME DAY IF ORDER IS DONE BEFORE 7PM GST.
WITHIN UAE:
- FREE STANDARD DELIVERY ON ALL ORDERS: RECEIVE YOUR ORDER AT YOUR HOME OR BUSINESS ADDRESS IN 1-3 BUSINESS DAYS
WITHIN GCC:
- ON ALL ORDERS BELOW AED 250: AED 50
- ON ALL ORDERS ABOVE AED 250: FREE DELIVERY
- STANDARD DELIVERY: 1-5 BUSINESS DAYS
WE ARE CURRENTLY NOT OFFERING DELIVERY OUTSIDE THE GCC REGION
WHAT SHOULD I DO IF MY ORDER HAS NOT ARRIVED?
IN THE EVENT YOUR ORDER IS NOT DELIVERED WITHIN THE TIMEFRAME COMMUNICATED ON YOUR ORDER CONFIRMATION, PLEASE CONTACT US BY PHONE AT +971 55 5530783 OR EMAIL US AT INFO@PASTELARABIA.COM WE WILL GET YOU IN TOUCH WITH OUR DELIVERY PARTNER ON YOUR BEHALF.
HOW CAN I TRACK MY ORDER?
ONCE YOUR ORDER HAS BEEN PREPARED, YOU WILL RECEIVE A SHIPPING CONFIRMATION EMAIL WITH A DEDICATED LINK TO TRACK YOUR ORDER IN REAL TIME.
WHAT DO I DO IF I MISSED THE DELIVERY OF MY ORDER?
OUR DELIVERY PARTNERS WILL ATTEMPT DELIVERY UP TO 3 TIMES BEFORE IT IS MARKED FOR RETURN TO OUR WAREHOUSE. PLEASE BE ON THE LOOKOUT FROM UNKNOWN NUMBERS, OUR DELIVERY PARTNER MAY BE TRYING TO CONTACT YOU. MAKE SURE TO ENTER FULL AND COMPLETE ADDRESS DETAILS AT CHECKOUT IN ORDER TO ENSURE ON-TIME DELIVERY.
WHAT DO I DO IF I RECEIVE THE WRONG ITEM, A DAMAGED/DEFECTIVE ITEM OR HAVE A PROBLEM WITH AN ITEM ORDERED?
WE ARE COMMITTED TO PROVIDING YOU WITH A SEAMLESS SHOPPING EXPERIENCE. IF YOU RECEIVE A WRONG ITEM, A DAMAGED / DEFECTIVE ITEM, OR ARE MISSING AN ORDERED ITEM, PLEASE CONTACT US BY PHONE AT +971 55 5530783 OR BY EMAIL AT INFO@PASTELARABIA.COM
ALWAYS SEND A PICTURE OF THE ITEM AND ORDER DETAILS WHICH WILL HELP US SOLVE YOUR PROBLEM EFFICIENTLY AND AS SOON AS POSSIBLE.
WE WILL MAKE EVERY EFFORT TO DISPATCH REPLACEMENT ITEM WHEN POSSIBLE (UAE ONLY), OR PROVIDE A REFUND.
REFUNDS WILL BE PROCESSED EITHER ON ORIGINAL CARD USED WHEN PLACING YOUR ORDER OR VIA ONLINE STORE CREDIT.
FOR REFUNDS ISSUED ON ORIGINAL CARD USED FOR PAYMENT, PLEASE ALLOW FOR UP TO 14 DAYS FOR AMOUNT TO SHOW ON YOUR STATEMENT DUE TO VARYING PROCESSING TIMES BETWEEN CARD ISSUERS.
CAN I HAVE MY PURCHASE GIFT-WRAPPED?
WE ARE HAPPY TO OFFER FREE GIFT WRAPPING FOR ALL ONLINE ORDERS, SIMPLY CHECK THE APPROPRIATE BOX DURING CHECKOUT. YOU MAY ALSO CHOOSE INCLUDE A PERSONALIZED MESSAGE FOR YOUR RECIPIENT.
WHICH PAYMENTS METHODS ARE ACCEPTED ONLINE?
WE CURRENTLY ACCEPT THE FOLLOWING PAYMENT METHODS:
- UAE: VISA, MASTERCARD, AMERICAN EXPRESS, PAYPAL, CASH ON DELIVERY
- REST OF THE WORLD: VISA, MASTERCARD, PAYPAL
ARE ONLINE PAYMENTS SECURE?
YOUR SECURITY IS VERY IMPORTANT TO US.
WE WORK CLOSELY WITH OUR DELIVERY TEAM TO ENSURE CASH ON DELIVERY ORDERS ARE SAFE. YOU WILL RECEIVE AN INVOICE BY EMAIL UPON DELIVERY TO CONFIRM YOUR PAYMENT.
IF PAYING BY DEBIT OR CREDIT CARD, PASTEL ARABIA PROVIDES SAFE AND SECURE CHECKOUT BY ENCRYPTING YOUR CREDIT CARD INFORMATION USING SSL.
FOR MORE INFORMATION ABOUT OUR SECURE CHECKOUT, PLEASE READ OUR PRIVACY POLICY AND TERMS & CONDITIONS