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Face Paint Shop Australia

Delivery & Returns

100% HAPPY - Our Commitment to You - Satisfaction Guarantee

We100-happy.jpg're committed to providing efficient, reliable service and quality products.

If you're not 100% happy with your order please let us know and we'll work with you to resolve any concerns.

What does this mean?

  • We stock quality products - professional-grade cosmetic paints and makeup supplies designed to give you the best results possible. If you are not satisfied with the quality of product you receive, we'll credit, refund or exchange;
  • We promise to provide quick turnaround and dispatch. The majority of our orders are dispatched on the same day (for orders made prior to midday), or within 24 hours and arrive within 3-7 days (weekends and holidays excluded);
  • We promise to take care when packing and sending your order. Our packing pixies will lovingly wrap your goodies in bubbles (where appropriate), and secure them in a sturdy box, which will then be enclosed in a waterproof satchel, to ensure your order reaches you in the best possible condition.
  • We provide tracking for your order via Auspost. Signature on delivery is included for ALL orders over $75;
  • For peace of mind, we offer our own in-house, no-fuss insurance for our Australian customers. See below for details.

We have a 28 day returns policy, for faulty/incorrect items and change of mind.

  • For faulty, damaged or incorrect items, please let us know within 28 days of receipt and we will exchange, credit, or refund you for the item/s. We'll also cover any additional postage. Please email us with the details of the item, your order number and a photo (if possible).
  • If you change your mind, we will exchange or refund the purchase price for any unused item/s returned in it's original packaging, less any shipping fees we have incurred (buyer pays return shipping fees for change of mind). Any return requests must be made via email within 28 days of receipt.
  • For full details, or to request a credit, exchange or refund, please see our RETURNS POLICY below. 

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SHIPPING & DELIVERY

We know you can't wait to receive your delivery, which is why we pull out all stops to ensure it gets to you without unnecessary delays. Our goal is to dispatch all orders within 2 business days of receiving payment, but generally our packing pixies are so excited to look after you, they'll swing into action a lot quicker than that.

For orders marked 'PRIORITY EXPRESS', we do our very best to pack and dispatch on the same day, while all other non-urgent orders go in the queue to be processed next in line. So if your order is marked 'regular' or 'free shipping', it will most likely be processed within one business day of completion. Occasionally there may be an unforeseen delay (eg something is out of stock), and in this case we'll contact you ASAP to let you know and request your instruction on how to proceed.packing-pixies-900w.jpg

So now you understand how excited we are to pack and dispatch your order... please take a moment to familiarise yourself with the next step, that is, the method of delivery. This is important because, no matter how hard and fast we work to process and send your goodies, the next part of the journey is out of our hands.

We send 1000s of parcels every year with Auspost and can confidently say the track record so far has been a good one, but it's not perfect. We can't guarantee delivery times, so please don't expect us to perform miracles. We know it's not always possible, but please allow plenty of time for delivery, and if you need something urgently, make sure you choose our PRIORITY EXPRESS option.

As a general rule, you should ORDER BEFORE 12pm on a Wednesday to receive it by the weekend (and choose express, not free shipping!!).

All parcels include tracking. Let's take a closer look at the options and below.  

Within Australia:

Need it quickly? Choose PRIORITY EXPRESS

  • When you complete your order * BEFORE 12pm on a business day (ie. Mon-Thurs, AEST, Sydney Australia) and select EXPRESS shipping, we will pull out all stops to dispatch your goodies on the SAME day. Excludes Fridays and public holidays;
  • WE DO NOT GUARANTEE OVERNIGHT DELIVERY. Your order must be made by 12pm (AEST) on a Wednesday if you need it by the weekend.
  • Please allow 2-3 business days for delivery from our warehouse located in Northern NSW. South East Queensland & Northern NSW are sometimes overnight, but we have found most other locations within Australia are 2 business days.
  • All shipments are subject to Australia Post's Express Network T&C.
  • If you require insurance or signature on delivery, please select this option at the checkout. Additional fees may apply;
  • Tracking and delivery updates will be provided by Auspost via email. Please ensure your email address is accurate;
  • If your EXPRESS order hasn't arrived within 3 business days of dispatch, please contact us so we can lodge a query with Auspost;

Want FREE SHIPPING?

We know, paying for shipping on top of your goodies sucks. That's why we'll reward you with the option of FREE SHIPPING when your total order value meets our minimum requirement. But please keep in mind, FREE shipping is by regular parcel post, NOT express. As you already know, we prioritise our Express orders, so you may need to wait a little longer for your goodies to arrive when you select free shipping. But if you're not in a hurry, then why not take advantage of our free shipping offer? Free shipping is only available within Australia, sorry.

  • Allow up to 7 working days for delivery when selecting the Free Shipping option. If your order hasn't arrived within 7 days of dispatch, please contact us so we can lodge a query with Auspost;
  • If you require insurance or signature on delivery, please select this option at the checkout. Additional fees may apply;
  • Tracking and delivery updates will be provided by Auspost via email. Please ensure your email address is accurate;
  • Some bulky items are excluded from our free shipping offer - please see individual product descriptions for details on excluded items;

Insurance (optional, within Australia only)

For peace of mind, we'll replace or refund the value of any items damaged during transit. You don't need to claim via Auspost, fill out their lengthy forms, and then wait for them to assess and process your refund - simply contact us and we'll take care of you. Likewise, if your order is deemed lost in transit, provided you have purchased insurance, we will replace it. Please note: a parcel is deemed lost if it has NOT been delivered to the shipping address you provided us within 14 days of dispatch (within Australia only - international orders will be covered by Auspost Insurance).

NOTE:  If Auspost tracking provides us proof your parcel has been delivered, but you have not received it, Auspost recommends reporting it as stolen to the Police. We can assist by providing proof of delivery if you wish to file a police report. Claims cannot be made against Face Paint Shop Australia for a lost or stolen parcel if Auspost tracking reports the parcel has been successfully delivered to your address. Since 2013, we've dispatched more than 5000 parcels via Auspost and in that time, we have been advised of only 3 cases of a parcel which has been delivered but not received. So while it does happen, fortunately it happens only very rarely. Please contact us if you have any questions or concerns.

International delivery:

You asked for it, now we're offering no-fuss international shipping. The cost is calculated at the check-out. You can choose from express or standard delivery. As you know, the world is a big place so delivery times can vary significantly. When you place an international order, we'll let you know how long it might take to reach you, where-ever you are in the world. Tracking is included. For your peace of mind, we recommend purchasing insurance for a small additional cost as we will not cover lost or damaged items unless you have insurance.

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PICK UP - by appointment only

Face Paint Shop Australia is now open for private viewing by appointment! Come by and meet the team... I'd love to jam with you - I'll supply the paint, scones and hot tea (or coffee if you prefer). Email me now and make a time!

Additional Info:

  • If choosing to pay by Direct Bank Deposit, please note processing of your payment by the bank may take several working days. This is dependent on the bank and we will not ship your order until your payment has been cleared in our account. Probably a good idea to email us your payment confirmation so we can process your order without unnecessary delays;
  • We will arrange Auspost to send you a tracking and delivery email updates.
  • While we strive for prompt dispatch, please understand we cannot guarantee delivery times as this is beyond our control.
  • Completed orders are orders that have been paid for in full.
  • Got any questions? You can email me :)

A note about adding notes to your order:

If you have a comment or note you would like to add with your order please feel welcome to include it as you go through the check out. If you require an order before (or after) a certain date, please let us know. We will do our best to meet your needs. However, while we endeavor to include specific delivery requests for your local postie, we can't guarantee they will be adhered to.

Returns Policy: Your satisfaction is 100% guaranteed.

Changed your mind? That's OK! You may return any NEW, UNOPENED & UNUSED items within 28 days of delivery for a full refund of the purchase price, or exchange for items of the same value (please note in this case the cost of shipping is yours). We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Please note, we DO NOT accept any used items.

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.  You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return package (up to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Got a question or comment about your order? Send me a message now.

Thanks for choosing to shop with Face Paint Shop Australia, a leading provider of quality face paint supplies in Australia since 2013. 

For quality, value and service - you won't find better than www.facepaintshopaustralia.com

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