Got a Question?
You'll find a list of FAQs below. If your question isn't answered here, please get in touch using the chat/help desk icon on the bottom right of the screen.
Our friendly team will respond during business hours.
Note that we don't offer phone consultations regarding general enquiries for beginners etc, but we do have LOTS of free resources online ... see below
Q. If I place an order now, when will I get it?
A. That depends on your location and the delivery method you choose.
We pick, pack and post orders Monday to Friday, excluding NSW Public Holidays when our local post office is closed.
You'll find our full Delivery Guide here, but in summary:
City/Metro/Suburban/Major Regional Centres > 95% of orders are delivered within 5 business days.
Allow extra time for Tasmania, Western Australia and Northern Territory, Norfolk Island, Christmas Island, Lord Howe etc
Need it fast? Choose Express.
Not in a hurry? Regular Parcel Post or Free Shipping (same thing).
Q. Can I add items, swap, cancel or change a current order? Or combine 2 orders to save on shipping?
No. Orders that are confirmed and awaiting fulfilment, or that have commenced packing, cannot be changed or ammended.
This applies to any requests to add, remove, adjust quanties, or swap items.
If you wish to add extra items, you will need to place another order, which may be shipped separately.
Additional shipping fees apply.
Due to the high volume of orders we process each day, we are no longer able to offer combined orders, or make changes to existing orders etc.
This means will will not issue a refund if you have paid shipping twice (ie separate orders), and individual orders will be sent separately.
In some circumstances, we may be able to cancel and refund an order prior to shipping.
For cancellations/refunds, a processing fee of $15 will be deducted from your refund to cover any costs we may have incurred, including but not limited to payment processor fees, administration, restocking and handling costs, etc
Q. Where is your shop? Can I visit?
A. We are an online retailer and we ship all our orders from Maclean Post Office, NSW, Australia (2463)
Our fulfilment centre is optimised for processing online orders (picking, packing and shipping). It is not suitable for casual browsing. We don't have facilities for parking or taking payments on site.
All orders are made online via our website. If you're in Northern NSW or South East Queensland, then we may be able to deliver overnight. Please choose Express shipping, and complete your order before 1pm NSW time
Our postal address is PO BOX 59 MACLEAN NSW 2463 AUSTRALIA
Q. Do you accept returns for change of mind?
Q. I made an order, but can't find my tracking info?
A. We send 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
If you havent received a tracking number or any emails from us confirming your order, the common reason for this is that there was a typo in your email address.
Please get in touch and we'll sort it out for you.
Q. I need to update my account details / forgot my password. What should I do?
A. Your password is encrypted - we don't have access to your password.
If you can remember the email account you used to register with us, you can request a reset. click here, check your email inbox, and follow the prompts.
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 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.
Occasionally there's an error which prevents an order from processing. It could be that one or more of the items in your cart has recently sold out, 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.
Please note we only respond to customer support requests during usual business hours.
Q. What is Face Paint Club?
A. Established in 2020, our Face Paint Club offers members a variety of rewards and perks, including member's only discounts, offers, giveaways, challenges, and more. It includes a social support group on Facebook.
We're currently working on a new app for face painters, featuring online courses, live workshops, and lots of exciting resources. Want to know more? Get in touch.
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 contact us via our help desk icon (bottom right of the screen) and and include as many details as you can to help us process your claim promptly. If you have a photo, you can upload that via the form too.
Our Refund and Returns Policy can be found here
Q. Can I make an order on the phone, or talk to someone for more advice?
A. For questions or concerns regarding an existing order, or the products we stock, please reach out via our help desk for assistance and provide as much information as possible about the enquiry so we can assist you.
- You can download Safety Data Sheets here
For general questions about face painting, or the business of face painting, we have an online training course,
Last count there were more than 2500 members - the majority are working face painters. Beginners and questions are always welcome and supported.
It's a private group so you'll need to request access. When accepted, you can search the group to find discussions on many face paint related topics - or start a new discussion if you wish.
We also have a Beginner FAQ page for quick reference.
If you haven't found the answer to your question and you would like a phone consultation - please reach out via the help desk and request a time for a 15 minute consultation.
Q. Do You Accept Creative Kids Vouchers
A. No. We withdrew from the Service NSW Creative Kids program in March 2022.
While we loved being a Creative Kids provider - and received lots of wonderful feedback from families about our kits and lessons - when the program was updated overnight by Service NSW, it excluded providers from supplying materials in exchange for the vouchers.
Yes, we know other providers are bending the rules and offering materials for a small extra fee, but we are not one of them. Our premium quality kits were never marked up to take advantage of the vouchers, and they remain the same great value they always were.
From 1/3/2022 onwards, providers are only able to offer live lessons in exchange for the vouchers. While we trialled live online lessons for several weeks, we found our customers were really only interested in the pre-recorded lessons.
In any case - we now offer a full beginners course, with more than 25 lessons. And we still have the same great kits 🥰
When you buy one of our amazing face paint kits, we'll include the course as free bonus. Find out more here