Last updated: 31 October 2026
1. A little care before you order
Our pieces are ready to ship and made in small lots. Please check the size chart, measurements and product details before ordering. Made-to-measure and custom sizing are no longer available. Sold-out pieces will not be restocked, so a replacement size or style may not be available.
2. Size exchanges and change-of-mind returns
Request an exchange or a return for store credit within 48 hours of delivery by emailing hello@fancypastels.com. Include your order number, item, reason for the request and preferred replacement size or style, if any.
For a size or preference-related return, the garment must be unused, unwashed, unaltered and free from stains, perfume or other signs of wear, with original tags and packaging intact. Trying it on carefully to check the fit is acceptable.
Eligible preference-related returns are settled through an exchange or store credit rather than a monetary refund. This restriction does not apply to defective, wrong or materially misdescribed items, or other refunds required by law.
3. Exchanges and limited stock
Exchanges are subject to available inventory and are confirmed only after the returned item passes inspection. If your requested size is unavailable, you may choose another available item or store credit. Any price difference will be explained before you agree to the replacement. We cannot promise a restock or manufacture a replacement to order.
4. Sale and clearance purchases
Unless a different condition is clearly disclosed before purchase, sale items follow the same 48-hour request window and condition requirements. Preference-related returns of items explicitly marked "clearance" are eligible for store credit only. Sale or clearance terms do not remove rights relating to faulty, incorrect or misdescribed goods.
5. Damaged, defective or incorrect items
Email us promptly with your order number, a description of the issue and clear photographs where reasonably possible. Reporting within 48 hours helps us investigate quickly, but this does not remove rights for defects that could not reasonably be discovered within that period. An unboxing video is helpful if available, but is not mandatory to raise a valid claim.
We will assess the issue and provide the appropriate remedy, including a replacement or monetary refund where required. For an accepted claim caused by our error or a defective product, we will arrange or reimburse reasonable return shipping. We will not require store credit in place of a refund you are legally entitled to receive.
Minor screen-related colour differences or normal print-placement variation are not automatically defects. A material mismatch with the description or an actual manufacturing fault will be assessed on its facts.
6. Sending an item back
Contact us before shipping so we can provide the correct return address and instructions. Do not send items to a business address without return instructions. Reverse pickup is subject to courier serviceability; if unavailable, we will explain the alternative process.
For preference-related returns or exchanges, any return and replacement shipping charges must be disclosed before purchase and confirmed in the return instructions. We will not apply an undisclosed restocking or handling fee. Pack the garment securely and retain the handover receipt or tracking details. Contact us if a pickup fails so that a revised arrangement can be made.
7. Inspection, store credit and refunds
We will notify you after receiving and inspecting the item. If a preference-related return does not meet the stated conditions, we will explain the reason and discuss return delivery, including any previously disclosed shipping charge.
Approved store credit is issued within 3–7 working days after inspection. Its value, redemption instructions and any applicable expiry will be communicated before you accept it.
Approved monetary refunds are initiated to the original payment method within 7 working days after approval. Banks and payment providers may require additional time to reflect the credit. If the original method cannot receive the refund, we will agree on an alternative secure method with you. We do not need your OTP or PIN to process a refund.
8. Cancellations, non-delivery and consumer rights
Request cancellation within 24 hours of ordering and before dispatch. Since dispatch occurs within 24 working hours, cancellation may close sooner if the parcel has already shipped. Approved cancellations are refunded to the original payment method.
If an order is lost, cannot be fulfilled, or arrives outside a stated delivery schedule, contact us for investigation and the remedy available under applicable law. Refusing a parcel does not automatically register a return; please contact us so the issue can be resolved.
Nothing in this Policy limits rights under applicable consumer protection law.