You are here Galerie Pastelka Customer Care Returns Policy
Returns Policy
"If you’ve decided to return your item, we’re truly sorry to hear that — but let’s get it sorted out together.
Returns FAQ
What does the 14-day return window mean?
As a customer, you have the right to return your items within 14 days of delivery, no questions asked. Please note, however, that this does not apply to custom-made products or items personalized to your specifications.
Can I view the items in person before purchasing?
Yes! You can view and explore all of our products in person at the Magic Pencil Gallery (Galerie Pastelka) in the heart of Prague.
In what cases might I not receive a full refund?
We may not be able to issue a full refund if the returned item shows signs of wear from regular use or damage caused by improper handling that goes against the care instructions.
What if an item is missing from my package?
If your order arrived incomplete, please reach out to us right away, and we will get it sorted out as quickly as possible.
Which items are excluded from the 14-day return window?
The 14-day return window does not apply to custom-made or print-on-demand items. This includes custom art prints (both framed and unframed), custom t-shirts, and similar personalized goods.
Do I need to return the item in its original packaging?
You are not required to return the items in their original packaging. However, please ensure the product is securely packed for shipping to prevent any potential damage on its way back to us.
When and how will I get my refund?
Once your return is processed and approved, your refund—including the original standard shipping costs—will be issued within 14 days. The funds will be credited back to your original payment method.
Is there any other issue with your order?
What do I need to have ready when I contact you?
Please have your order number ready. Don't hesitate to give us a call or send us an email as soon as possible, letting us know exactly what went wrong.
We will do our absolute best to accommodate you and get the issue sorted out as quickly as possible.
Online Returns Step-by-Step
1. Log In
Log into your account, find the order containing the item you wish to return, and make a note of the order number.
2. Fill Out the Return Form
You can return your items for any reason within 14 days of delivery, provided they were not custom-made or personalized. You can find the Return Form attached to your order confirmation email. Please fill it out and email it to the address listed in our contact section. We will get back to you within two business days.
3. Return the Items
If you are returning your items by mail, please pack them carefully to prevent any damage during transit. Be sure to include a printed copy of the Return Form in the package. Ship the return package to the Magic Pencil Gallery (Galerie Pastelka) address. If you are in Prague, you can also bring the items along with the form directly to the Magic Pencil Gallery in person.
4. Damaged Shipments
Please inspect your package carefully before accepting it from the carrier to ensure it was not damaged during shipping. If the outer packaging is severely damaged, please refuse the delivery, as the contents are likely damaged as well. Once the package is returned to us, we will ship you a replacement order right away and handle the damage claim with the carrier ourselves.