Got a Question?

Check out our common FAQs and if you can't find the answer you're looking for, please get in touch using the chat/help desk icon on the bottom right of the screen or email.


Q. Delivery and Returns?

A. For full details of our Delivery and Returns Policy, see here

Q. If I place an order now, when will it be processed?

A. We have reputation for processing our orders FAST. We pick, pack and post ALL orders ASAP, on the same business day wherever possible; when we're super busy, sometimes we don't get a chance to process non-urgent, orders marked as "regular/free shipping", until the following business day. You'll find our full guide to deliveries here - plus an Auspost delivery calculator (just enter your postcode).

Q. I made an order last night / today and I'd like to add something to it? Do I need to pay for shipping again?

A. No, you won't need to pay shipping twice. If we haven't emailed you a tracking number yet, it might not be too late to add extra items to your parcel. But we do pack and post fast, so the sooner you get in touch, the better. Please reach out via our help desk icon or email us to request assistance (we'll send you instructions).

Q. I made an order, but can't find my tracking info?  

A. We'll send you an email with your tracking number when your order is ready to go! You can also log into your store account to check the status of your order and your tracking details: click here

Q. I need to update my account details / forgot my password. What should I do?

A. We don't have access to your password, but if you can remember the email account you used to register with us, you can request a reset. click here. If you can't remember which email address you used for your store account, or can no longer access that email account to reset your password, you may need to create a new account. For privacy and security reasons, we're unable to disclose the personal information of our customers.

Q. I'm having trouble completing my order at the checkout... can you help?

A. Our checkout is SSL secure and encrypted, so you can shop with 100% confidence. But occasionally there's an error which prevents an order from processing. It could be that one of the items in your cart has just gone out of stock, or that your selected payment method has been declined.

If refreshing your page, or clearing your browser cache and cookies doesn't fix the problem, please contact us and we'll do our best to help complete the order for you.

If you take a screenshot of your shopping cart, we can create a purchase order on your behalf to help process the order without delay.

Q. Tell me more about Face Paint Club?

A. Our Face Paint Club offers members a variety of rewards and perks, including member's only discounts, offers, giveaways, challenges, and more. We also have a social support group on Facebook. Membership is free and you can join here.

Q. I have a question about my order - something is missing / broken / there was a mix up / I want to request an exchange/refund/return.

A. Any claims for faulty goods or missing items must be made within 30 days of delivery. Please use the contact form above and include as many details as you can to help us process your claim. If you have a photo, you can upload that via the form too.

Our refund and returns policy can be found here

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