Frequently Asked Questions – Pastels


1. What is the status of my order?

We’ve got you covered! Once your purchase is made and payment is completed, you will receive an automated email confirmation and receipt. If you don’t see it in your inbox, please check your spam or junk folder. Ensure your email address is accurate when placing your order. We will notify you via email once your order is shipped, dispatched, or if there are any updates regarding your order status.


2. Where is Clothing Shop Online based?

We currently operate exclusively online. While we do not officially offer pickups, Ghana-based customers may DM @past.tels on Instagram to check if a pickup can be arranged. This option is only available if it is convenient for both parties and applies solely to customers in Ghana.


3. Where are your products delivered from?

All orders are fulfilled and shipped from our warehouse in North Kaneshie, Accra, Ghana.


4. Do you offer international shipping or accept international credit cards?

Yes! We offer international shipping through DHL and accept international credit cards via DPO. Please note that shipping costs for international orders will be communicated after your order is placed.


5. How can I pay for my order?

We accept Visa, MasterCard, and Mobile Money for all purchases through Paystack or DPO. Kindly use PAYSTACK if you are ordering from Ghana and Use DPO if you are order from others parts of the world.

6. How long will it take to receive my order?

For customers in Ghana, please allow 5–7 working days to receive your order after full payment is made. Since our bikinis are handmade, there may be occasions—especially during new releases—when delivery is possible within 7-14 days. However, the standard processing time remains 5–7 working days and express is 2-3 working days.

For international customers, orders are typically delivered within 10 working days after payment and shipping arrangements are finalized.


7. How can I track my order?

We know you’re excited to receive your pieces! You’ll be notified via email as soon as your order is shipped. If you have any further questions, feel free to reach out through our contact channels.

8. Can I exchange my order?

We do not offer exchanges at this time. If you’d like to make an exchange, simply return the unused goods back to us using our  and make a new purchase for the item or items you want through our site. However to exchange kindly send a Dm to our Instagram or email us with your concerns.

9. How do I return my order?

Returns are accepted for all items within 24 hours  of purchase for ghana purchases only. However international refunds would have to email us if they are eligible for returns depending on the issue.

10. What do I do if my order is damaged?

We are so sorry to hear that your order arrived in less than pristine condition! Please let us make it right. Our customer service team will be more than happy to assist with processing a replacement order or issuing a refund. You may contact us on our email decoloreee@gmail.com or through our "DM on Instagram" button below.

11. I received the wrong goods, what do I do?

Although we strive for perfection, we are human and sometimes the wrong items are shipped from our warehouses. We are so sorry for any inconvenience this has caused and our customer service team is here to help make things right. Please contact our customer service team via phone, email, or our Instagram page , so that they can work to get you your goods as soon as possible.

Phone support is available Monday-Friday from 8am-5pm PS

12. Can i modify my order after has been placed?

Unfortunately, we can’t make changes to your order after it’s been finalised. Once an order is placed, the delivery option, delivery address, payment method, and product can’t be changed.

13.What if an item is out of stock?

If an item you want is out of stock, you can register to be notified when it is available again.

14. How can I tell if my order is confirmed?

Once your order has been completed, you will see a page showing your order and payment details. Shortly after you complete your order, we’ll send you an order confirmation email. You can also sign in to your account and check your recent orders under ‘My Account’ and ‘My Orders’.