Help centre
Questions, answered
Delivery, returns, payment and the practical details of ordering from Pastrello. If your question is not here, write to us and we will answer within one business day.
Ordering
Buying from Pastrello
Do I need a trade account to order?
No. Everything is sold in single units, with no minimum order and no trade account. The stock that goes to professional kitchens is available to anyone, one piece at a time.
Where do I find the size and material?
Every listing carries the dimensions, the material and the piece count. If a detail is missing, write to us and we will confirm it before you buy rather than guess.
Do you offer trade pricing?
Trade pricing applies automatically from twelve units of any single item. Schools and studios ordering monthly get a named contact and consolidated invoicing.
Are the tools dishwasher safe?
Stainless steel and silicone items are dishwasher safe on a normal cycle. Wooden-handled modelling tools should be washed by hand to protect the finish.
Delivery
Getting your order
Where do you deliver?
Within Serbia only at the moment. Delivery is tracked and normally arrives in two to three days. If you are ordering from outside Serbia, write to us and we will let you know as soon as that changes.
How much does delivery cost?
The delivery charge is shown at checkout before you confirm the order.
When does my order leave?
Orders placed before 2pm leave the workshop the same working day, and everything is dispatched within 24 hours.
Can I collect my order instead?
Yes. Choose pickup at checkout and collect from Moskovska 11, Novi Pazar 36300, during business hours (Mon – Fri, 08:00–16:00). We will email you when the order is boxed and ready.
Payment
Paying for your order
How can I pay?
Orders are paid by cash on delivery — you pay when the parcel reaches you. All prices on the site are shown in Serbian dinars.
Are prices shown with everything included?
The price on the listing is the price you pay for the item. Any delivery charge is added at checkout and shown before you confirm.
Returns
Returns and replacements
Can I return something?
Unused items can be returned within 30 days for a full refund, with no restocking fee.
When can I get a replacement?
Replacements apply to unused items. Once a tool has been used we cannot swap it, but send us a photo and we will look at anything else.
How do I make a claim?
Email one photo to hello@pastrello.com with the approximate purchase date, and we will take it from there.
Your account
Accounts and wishlists
Do I need an account to order?
No. You can check out as a guest. An account lets you follow your orders, keep your address on file and save products to a wishlist for later.
Still stuck
Talk to a person
My question is not answered here
Email hello@pastrello.com or call +381 65 3186 172 during business hours, Mon – Fri, 08:00–16:00. We reply within one business day.