Are your products handmade?
Yes — every single Pastelya item is 100 % handmade in our own workshop. A team of highly skilled women artisans cuts, sews, stuffs, and finishes each piece from start to finish. Because we handle the entire process in-house, we can guarantee consistent quality and obsess over the little touches that make a difference: perfectly aligned seams, securely stitched trims, and carefully pressed fabrics. No mass-production lines, no shortcuts — just craftsmanship you can see and feel.

Do you offer international shipping?
Absolutely. We partner with FedEx Express to provide safe, trackable delivery to most countries worldwide. Each parcel is insured and handled with care from the moment it leaves our doors until it reaches yours. If your location isn’t listed at checkout, simply contact us and we’ll do our best to arrange a shipping solution.

How long does delivery take?
International: Transit time is typically 3–5 business days, although this can vary slightly depending on your country’s customs procedures. Once your package ships you’ll receive a tracking link so you can follow every step of its journey.

Can I personalize my order?
Yes. We love turning your ideas into one-of-a-kind keepsakes. You can request:

Name or monogram embroidery
Alternative color palettes within our fabric range
Minor size adjustments to suit your space*

Add the details in the “Order Notes” box at checkout or email our team; we’ll confirm feasibility and any additional cost or lead-time before proceeding.

Are your products safe for children
Definitely. All textiles used by Pastelya carry the OEKO-TEX® Standard 100 certification, which means they have been independently tested for harmful substances and are hypoallergenic. We also use child-safe zippers, secure stitching, and soft, breathable fillings to ensure every product is gentle on delicate skin and built to withstand daily use.

What is your return and exchange policy?
Because each item is handcrafted (and many are personalized), we cannot accept returns on customized products. However, if you receive something that is defective or damaged in transit, contact us within 7 days of delivery with photos and your order number. We will promptly assess the issue and offer a repair, replacement, or refund according to the situation.

Do I have to pay duties and taxes?
Import duties, VAT, and other local customs fees are determined by your country’s regulations and are not included in our product or shipping prices. If such charges are applied by your customs office, you will be responsible for settling them directly with the carrier before delivery.

Who is your courier?
All international shipments are handled by FedEx Express, chosen for its reliable service, global reach, and detailed tracking. Domestic Turkish orders may ship via Yurtici Kargo or another premier carrier, depending on your exact location.

How do I track my order?
Once your parcel leaves our workshop, we email you a tracking number. Click the link to see real-time updates on FedEx’s website. If you don’t see the email, please check your spam or junk folder first; still nothing? Write to info@pastelyakids.com and we’ll resend the information right away.