We have a variety of systems and checks in place to ensure orders are processed accurately, however from time to time, mistakes happen.

If the item you received is not what you ordered, or different to the product description, please reach out via our help desk as soon as possible tot us know so we can sort it out for you. Uploading a photo will help speed up the process.

If we've made a mistake, we'll correct it and send you the correct item, at no cost to you.

Faulty or Damaged items are covered by a separate policy (see below)

If any item you receive is faulty or, has arrived damaged, please let us know when you submit your return claim and we'll get back to you with an action plan.

You may be asked to upload some photos of the damaged/faulty product.

Yes, you can.

Despite our best efforts, regrettably some parcels can take longer than expected, for reasons beyond our control.

Please be prepared for unexpected delays, and allow us a reasonable timeframe for order processing. Refer to our delivery estimates to avoid unrealistic expectations.

Please be courteous: our friendly team is here to help during usual business hours. Reach out if you need it. We will not tolerate rude or abusive behaviours, threats or unrealistic demands.

As a reminder: we strive to process and dispatch all orders from our warehouse within 1-2 business days. This is clearly stated on our website and on the checkout page.

During peak periods, allow extra time. Our packing team may be overwhelmed, but please be assured, we are all working as fast as we can to prepare your orders accurately and efficiently.

Most orders are delivered within our timeline estimates. But we will never guarantee delivery by a particular date. This is beyond our control.

For peace of mind: if your order arrives too late for your event, you can return the entire order in it's orginal post packaging: "Return to Sender". We can issue you with a full refund of the purchase price, less shipping paid, and we will waive any admin and processing fees. This only applies to entire orders returned.

We do not refund shipping fees. If you received 'free shipping' with your order, that means we paid for your shipping (it was not free for us), and we reserve the right to deduct the actual shipping costs we incurred from your refund.

The amount will vary depending on the size and weight of the parcel and shipping method selected.

This cost will be no more than the actual freight cost we incurred, capped at $30 within Australia and $65 for International orders.

Strictly no returns on used cosmetic items, including items with a broken hygiene seal.

Will will only accept returned items that are new, unused, un-opened and in it's original packaging. Basically, "AS NEW" and resaleable condition. This will include any plastic covers or "dust sleeves", with seals intact (if applicable).

This includes face paints, glitter creams, glitter gels, face paint brushes, sponges, pressed powders, etc

That means, if you receive an item you're not sure about, you must decide to return it BEFORE you use or sample it.

Sampling, using, or "trying out" a product prior to returning will void our change of mind return offer.

All items are quality checked by our team before we ship them, and returned items will be inspected by our team before any credit or refund is processed.

We record this checking process of returned items on video. Should a dispute arise about the condition of a returned item we can provide a copy of this video on request.

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We're a small business and we're doing our very best to provide you with premium quality products and service, at the best prices, every day. Our margins are tight.

We offer you 60 Day Change of Mind Returns as a courtesy because we genuinely want you to be happy with your purchase. We are not required to offer returns for change of mind under Australian Consumer Law.

Before making a claim, please refer to this checklist to determine if your request is eligible for Change of Mind Returns

✅ Item is new, unused and in original packaging

✅ Order made within the past 60 days

❌ Used items not accepted

❌ Items received more than 60 days ago are not accepted

Next, reach out to us via the orange help desk icon on the bottom right of your screen. You can also email us support@facepaintshoaustralia.com

To assist us in processing your claim, please include your order number and brief details about what item/s you would like to return. No reason is needed.

Our customer support team will confirm your claim and provide instructions and our return address.

Please choose carefully. If you have questions before ordering, please reach out to our friendly team for assistance. We're here to help. Return postage is the responsibily of the the customer and will not be refunded from the original order for Change of Mind.

Should you choose to return any item/s from your order, we are pleased to offer you store credit or refund equivalent to the amount you paid for the item/s at the time of purchase less a 20% admin and restocking fee*. This excludes items on sale and clearance items, which are NOT eligible for change of mind returns.

Store Credit

• Store credit is offered if exchange is requested.
• Store credit for returns does not expire.
• Store credit will be issued to your account at the equivalent purchase price of the item, less a 20% admin and restocking fee
• This credit will be automatically deducted from the sub-total of your next order. Please remember to log in before completing the checkout process so that your credit is applied.

Refund

Refunds for individual items returned will be processed at the purchase price of each item, less a 20% admin and restoking fee, will be made to the original payment method for the order.

We do not refund gift cards or gift certificates, under any circumstances.

*effective for all orders placed after 8 November 2024, a 20% admin and restocking fee will apply to all refunds to compensate for unrecoverable merchant payment processor fees we have incurred, and the time require for our team to process your return.

We do our best to process returns as fast as possible.

We will respond to your claim request within 1-2 business days, and credit or refund your returned items within 5 business days of receipt of your returned item/s.

We encourage our customers to return unwanted and unused items. No questions asked. We make this offer in good faith.

However, we reserve the right to refuse or deny any returns claim if the product/s do not meet our Change of Mind Return Policy requirements, or if we have any concerns about unusual activity or fraud in relation to your order or account.

Likewise, we also reserve the right to refuse and deny any future orders at our complete discretion.

If a customer is notified that their account has been suspended, they will receive an email via the email address associated with their account. No discussion will be entered into. Any and all future orders placed under the name of that customer, or the email address, or shipped to the billing/delivery address wil be refunded without processing.

Each time this occurs, a 10% admin and restocking fee will be deducted from the refund.

For quality control purposes, our packing team inspects goods prior to shipment.

Despite our best efforts to package our goods securely for transport, occasionally you may receive an item with a broken or cracked lid. Sometimes this may be a minor, cosmetic imperfection, and occasionally it may be a completely broken lid.

We assess each claim for damaged items on a case by case basis.

If we determine that your item has a defect that prevents you from using the item as intended, then we will offer you a credit, exchange or refund on that item.

We don't offer replacement lids, credits or refunds for hairline cracks that do not affect the performance of the product.