A. That depends on your location and the delivery method you choose.

You'll find our full Delivery Guide here, but in summary:

• • • We pick, pack and ship orders Monday to Thursday, excluding Holidays*
    • Please check here to see if there is any current holiday notice that may affect order processing times.

Within Australia

• • City/Metro/Suburban/Major Regional Centres > 95% of orders are delivered within 5-7 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).

Please choose carefully and review the contents of your cart before placing your order.

At Face Paint Shop Australia, we are committed to processing orders without delay. We've built our reputation on it.

Due to the speed in which we process orders, and the high volume of orders we ship daily it may not be possible to make changes to your order before it is packed.

Unfortunately, this means that making changes to an order after it has been made will incur a cost.

Aside from the additional admin time to lookup your order and update it for you, in many cases, making changes also requires our busy team of packing pixies to stop work, locate your order in our system and, in some cases, unpack, repack and/or restock it. Therefore...

Any requests to update, or cancel, an existing order will incur a $10 admin fee.

This applies to any requests to add, remove, adjust quantities, or swap items, or combine orders.

If you wish to add extra items, we recommend you place another order, which may be shipped separately.

Additional shipping fees apply. We will not issue a refund if you have paid shipping twice (we don't offer combined orders, sorry!). We understand that is may not be convenient for you, however, due to tight margins, we are no longer able to accept the burden of additional cost for post-purchase changes.

If your order has not commenced packing, then we can cancel and refund prior to shipping.

A processing fee of $10 will be deducted from your refund to cover any costs we may have incurred, including but not limited to payment processor fees (these are not refunded to us), administration, restocking and handling costs, etc

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

A. Yes, within 30 Days of delivery. Terms and Conditions Apply. See our Returns Policy here

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.

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.

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.

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

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.

For product ingredients, and safety info, you can download Manufacturer Safety Data Sheets here

If you're new to face painting, or buying one of our kits as a gift, then we understand that you'll have questions.

A great starting point is our Beginner FAQ Guide - we've compiled a list common questions and our thoughtful answers.

We also have an online training course, included free with many of our kits... it's designed for beginners and covers basic brush and sponge skills, 10 popular designers, and more.

There's our blog for inspiration. Lots of ideas to discover there!

If you'd like to go deeper, we have a private online learning community and app, exclusively for face painters.

It's called Face Paint Club, and this is where you'll find lots of additional resources, extra video tutorials, tips, tricks... and a comprehsensive knowledge base.

You can ask questions and share your work in a safe, welcoming online space, supported by our friendly community and our team of experienced face paint coaches.

With around 2000 members, it's the perfect place to grow your skills, confidence, and knowledge of the industry.

For a more basic version, you can join our Facebook community. It's also called Face Paint Club. Beginners and questions are welcome and supported by a wide range of face painters of varying levels of expereince. The majority are working face painters...

It's a private group so you'll need to request access and accept our terms and conditions. When accepted, you can search the group to find discussions on many face paint related topics - or start a new discussion if you wish.

Note that we don't offer phone consultations for beginners who are looking for advice on starting a business and/or preparing to volunteer for an event. But our free online resources are very comprensive!

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've developed a new online learning community and app for face painters, featuring online courses, live workshops, and lots of exciting resources. Want to know more? Get in touch.

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

https://www.facepaintshopaustralia.com/mini-face-paint-kits-for-parties-and-events/