Faqs

Why Have I Not Received A Confirmation E-Mail?

Please be advised that order confirmation emails are only sent if the order has been placed successfully.  If you have not received an e-mail confirmation, it is likely that your order has not gone through. If you believe payment has been taken from your account, or that you may have entered an incorrect email address, please via email: store@pasalieu.com 

When will my order be dispatched?

Please check that your item is not a pre-order. In the event that we have not dispatched your item within 72 hours, and we have not been in touch, please contact us so we can look into this for you. Please be aware that custom orders have different dispatch times. For more information please check the product page.

Can I Cancel My Order?

We aim to dispatch all orders within 24 hours, so if you would like to cancel your order, we recommend getting in touch with our customer service team. If your order has already been dispatched, we will not be able to cancel your order. If you do request cancellation after your order has been dispatched, we can only refund the cost of the product, not the postage.  

Where is My Order?

All in stock items are dispatched within 24 hours of the order being placed and we aim to deliver your item within 3 to 5 working days from the date of dispatch. If you have not received your order within the stipulated timeframe, please contact our customer service team.

Rest of the World

All in stock items are dispatched within 24 hours of the order being placed and we aim to deliver your parcel within 8 to 15 working days from the date of dispatch. If you have not received your order within the stipulated timeframe, please contact our customer service team.

I have ordered a pre-order item, when will it be dispatched?

All pre-orders have the expected date of dispatch on the product description. Please be advised that on occasion, release dates can be delayed. If this happens, we will contact you directly. 

How Should I Provide My Address?

Our systems only recognise addresses written in the Latin Alphabet so we recommend providing your address in this format. Failure to do so could result in your delivery being delayed whilst we work to resolve the issue. 

If you have any questions relating to how to format your address, please contact us.

Do you Deliver To My Country?

We deliver to the following territories; 

Andorra, Australia, Austria, Belgium, Bosnia & Herzegovina, Bulgaria. Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Falkland Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Guernsey, Hong Kong, Hungary, Iceland, Ireland, Isle of Man, Israel, Italy, Japan, Jersey, Republic of Korea, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, New Zealand, Norway, Poland, Portugal, Qatar, Romania, San Marino, Serbia, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Arab Emirates, United Kingdom, United States, United States Minor Outlying Islands, Vatican City.

What If No One Is In?

A signature may not always be required for delivery, and if there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location. A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot. You can then contact them to arrange collection or to schedule a new delivery date.

Why Can I Not Track My Order?

You can only track your order if you have paid for a tracking service. We recommend all customers outside of the UK to pay for this additional service for ease of mind.

 

What Postal Service Do You Use?

We currently work with Royal Mail for all deliveries in the UK. For International deliveries, parcels are passed onto national postal service.

 

How Much Are Shipping Costs?

Delivery costs will depend on the size and weight of your total order. If you are ordering more than one of the same type of item, you will only pay 50% of the shipping cost on each additional item of that type.

 

How long do refunds take to process?

Once your return order has been received and processed, it can take up to 5-7 working days to be reflected in your account. Times may vary, depending on your payment provider. 

 

Can I exchange for a different product?

You can exchange your item for a different size or another item of the same value. If you want to exchange for a higher or lower value item, we would need to process a refund first and ask you to order again.

 

I’ve received a damaged/faulty item, what should I do?

If you have received an item that is damaged, incorrect, or not what you expected - please get in touch with us here. We will ask you to supply photographic evidence, and upon receipt, we will be able either arrange for a replacement or an exchange. If you live in the UK or the USA, we will be able to supply you with a free returns bag. If you are not located in either country, we may be able to reimburse your returns postage cost. Please contact us for more information.

 

How Long Do I Have To Return An Item?

All items must be returned within 14 days of the date the original order was received. Items cannot be returned or exchanged after 14 days.

 

How Do I Return My Order?

If you want to send your order back to us for a refund or an exchange, please send it to:    

Returns & Refunds:

FAO: Staart GlobalGate B, St George`s House, Cape Road, Warwick, CV34 5DJ, United Kingdom                                                     

Please make sure that you write down your order ID and reason for return on a slip of paper and include it within your returns parcel. We recommend sending your returns out as tracked in the unlikely event that your parcel is lost in transit. Please be aware that free returns bags can only be provided for UK customers who’ve received incorrect or faulty/damaged items. If you are eligible for a free return but not located in the UK, please contact us.