Most asked Questions
My order hasn’t arrived, what should I do?
If you’ve received an order confirmation email from us but you’ve had no tracking information sent from DPD please ensure that you have your order number and send us an email at hello@pastelsixteen.com and we’ll look into it straight away for you.
If you’ve received your tracking email from DPD but your parcel has not arrived please contact them with your tracking number for further advice.
I'm an international customer, will you still deliver to me?
Of course! Please see our delivery information for where we deliver, all of which you can select at the checkout. For any countries that are not on this list please contact us at hello@pastelsixteen.com and we will be happy to help you out with delivery information for your address.
What is your returns policy for overseas customers?
Unfortunately free returns are only applicable to UK mainland orders. For returns outside of UK mainland you will be responsible for covering the postage back to us, please see our terms and conditions for more information on our returns policy.
How do I know what size to order?
All our shoes are made to UK sizing standards, which are slightly different to European sizing which most of us are used to. You can find out more about sizing conversions by checking out our Size Chart section. We recommend that if you usually take half sizes then to go for the next 0.5 size up, for example if you usually take a ladies 5.5 then go for a 6.
When will my redemption code expire?
Both refer and reward redemption codes are valid for one use only and valid for up to 2 years. But why would you wait that long to use one?! Please also note that refer codes are valid for new customers only and can only be used for a first ever purchase from us.
