Got a Question?
You'll find our 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 or email. Our friendly team will respond during business hours.
Q. If I place an order now, when will I get it?
A. That depends on your location and the delivery method you choose.
Within Australia > 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.
Need it fast? Choose Express. Not in a hurry? Regular Parcel Post or Free Shipping (same thing).
We pick, pack and post ALL orders ASAP, on the same - or next - business day wherever possible.
Our full guide to deliveries here - plus an Auspost delivery calculator (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. Due to the large number of orders we process every day, we find it difficult to accommodate requests for additions to an order after it has been made.
If you're order hasn't been packed yet, then we might be able to add extra items with no extra shipping fees. But this isn't always possible, so please reach out via our help desk icon or email us to request assistance and we'll respond during usual business hours - or reach out via our help desk icon.
Q. Can I visit your shop?
A. We relocated our physical store to a private warehouse in July 2022 and we are now an online only retailer.
Our warehouse is optimised for picking and packing and not for casual browsing. We don't have facilities for parking or taking payments on site. Short answer: our shop is not open to the public.
All orders are made online via our website. If you're in Northern NSW or South East Queensland, then we can deliver overnight. Please choose Express shipping, and complete your order before 1pm AEDT for next day delivery
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. 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 contact us 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 as quickly as possible.
For general questions about face painting, marketing or the business of face painting, we have a blog, and we also have an amazing group on Facebook - Face Paint Club.
Last count there were more than 2000 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.
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. Bookings essential,
Q. Do You Accept Creative Kids Vouchers
A. No. We withdrew from the Service NSW Creative Kids program in March 2022 and we don't accedpt or redeem vouchers anymore.
While we truly 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 and they remain the same great value they always were.
From 1/3/22 onwards, providers are only able to offer live lessons in exchange for the vouchers. We gave this a go - too - but found our customers were much more interested in the pre-recorded lessons.
In any case - we've since upgraded our course. There are now 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