Responsibility: Once a parcel is in the hands of the courier service, it is beyond our control. We are not responsible for any delays, loss, damage, or delivery issues that may occur after the parcel is lodged. Insurance is optional, see below.

Tracking: We will provide a tracking number via email. It is the buyer's responsibility to follow up with the courier service in regards to any discrepencies or issues with the delivery.

Authority to Leave: all orders are dispatched without the requirement of a signature. The courier may leave a parcel in a location they deem to be a "safe place." We cannot be held liable for any loss, damage, or theft that may arise from this decision.

Signature on Delivery: is an option available at the checkout, and we recommend the buyer selects Signature on Delivery to ensure the parcel cannot be left unattended. If no one is available to receive it at the nominated address, the parcel will be taken to the nearest post office for collection. Identification and a signature may be required.

Insurance: is provided only if the buyer selects Signature on Delivery + Insurance as an option at the checkout. In the case of loss, damage or theft of goods while in transit, if the buyer has opted for insurance, then the buyer may lodge a claim with us directly. Claims are subject to our terms and conditions for faulty and damaged items, found here.

If Signature on Delivery + Insurance has not been selected: any claim must be made by the buyer, directly with the carrier. This will be subject to the carriers terms and conditions and will be resolved at their discretion. It will not be our responsibility to replace or refund if a parcel is lost or damaged in transit if the buyer has not selected this option at the checkout.

Delivery times vary based on the delivery option you select at the checkout, and the delivery location. 99% of orders are delivered within 2-8 business days*.

• Express orders always receive priority processing ahead of all other orders.
• Estimated delivery timeframes do not include processing times (pre-lodgement)
• We do not offer next-day delivery.
• We will include an Express label on your order if you opt for express shipping. All other orders will have a regular post label.  

*Estimates are provided as a guide, and are not a guarantee. Estimates do not include order processing times ie the time between when your order is confirmed, and the time we lodge your order with our local post office in Maclean. While Australia post endeavours to meet estimated delivery timeframes, the actual delivery speed depends on where in each state/territory the item is being posted to, and the level of congestion in the Auspost delivery network at the time. All delivery times are based on the number of business days items take to arrive following the day of posting. Some rural areas have longer delivery times.

Please be mindful that weekends and public holidays (State and National) will affect delivery times.

• Allow extra time:
  • for weekends and public holidays (including NSW and Aus-wide)
  • during peak periods
  • if you're in a remote location, and for severe weather events, floods, fires, etc
  • Customers in remote areas, as well as Western Australia, Tasmania, Norfolk Island, and the Northern Territory are advised that orders sent via Parcel Post (including free shipping) may take 7-14 days for delivery by road. We recommend Express Post for these locations.

In Summary: Please allow 1-2 business days for us to process your order AND select Express for the fastest possible delivery time

We understand how important it is to receive timely updates regarding the progress and shipping of your order. We aim to keep you informed at every step.

When your order has been dispatched, you will receive an email with tracking information. Please ensure your contact details are accurate. If you include your mobile number, Australia Post will send your tracking updates via SMS.

Alternatively, you can open our help desk (using the orange helpdesk button located on the bottom right side of your screen).

1. You'll be prompted to enter your order number and email address

2. If your order has been shipped, you'll be given a tracking number - click on it

3. You'll be redirected to the Auspost tracking page for the latest update on your special delivery

If you don't have your order number handy, you can log in to your store account and you'll find your order and tracking information there.

You can check your order and tracking information at any time by referring to your confirmation email, which includes a clickable link (ie. your tracking number) > this will redirect you to an order status and tracking page.

The fee you are charged is determined by the option you select at the checkout, ie. Express, Regular, or International.

The amount you pay for delivery is capped, regardless of the parcel size or weight. We subsidise the cost of shipping to offer you competitive rates. Shipping Rates can be found here

International Express Delivery

This is a flat-rate delivery fee calculated based on the delivery address (ie country or region the order will be shipped to).

• We only offer Express shipping for international orders, and we do not offer economy options.
• The shipping fee we charge does not include your local taxes, fees, or import duties
• We do not ship to all countries or regions.
• See below for more info.

No. Other than the usual delivery details (ie. name, business name, delivery address), we are unable to add any other details to your Auspost label.

If you would like to include Signature on Delivery, please select Insurance

Orders that are confirmed and awaiting fulfilment, or that have commenced packing, cannot be changed or ammended without incurring an admin and processing fee.

For more info, see our FAQ page here

We ship (by air) to many countries and regions of the world, but not everywhere.

At this time, we ship to New Zealand, Singapore, Japan, Malaysia, Hong Kong, Pacific Islands, Philippines, Republic of Korea, and Indonesia.

We do not ship to UK, USA, South America, Europe, India, Middle East, or China.

This may change at anytime, please reach out to our friendly support team first if you have any questions.

You should check here first for the latest information for international parcels: Auspost International Parcel Guide

• Some items cannot be shipped by air because they are flammable. If you order an item that is flammable - as indicated in the product description - we will refund you for that item before shipping.
• Shipping times can vary significantly, depending on your region of the world.
• Shipping rates are determined by region and calculated at the check-out, after you enter the delivery address. If we determine that the actual cost of sending your order significantly exceeds the amount your are charged at the checkout for shipping (this may happen if you order large items eg large palette case, brush tub etc), our team will contact you with the details and you may be asked to pay an additional shipping fee to cover this cost. You are not obligated to proceed, and if you decline, we will refund your order in full.
• We offer Express Parcel International with Insurance (by Auspost) for all international deliveries. We do not offer economy shipping for international orders.
• Tracking is provided by Australia Post.
• Goods sent to international addresses will not include the Australian Goods and Services Tax (GST).
• Imports - your order will be considered an import and may be inspected by your local importing authority (customs), which can cause delays.
• There may also be additional import duties and/or taxes payable in your country or region. Additional costs are the buyer's responsibility. 
• It is the responsibility of the buyer (ie YOU) to be aware of the import conditions of your delivery - including but not limited to prohibitions, restrictions, limitations, etc and to find out what documents may be required.
• Face Paint Shop Australia does NOT collect taxes on behalf of your country/region and we can not be held liable for any import taxes or duties you may be required to pay in addition to the agreed purchase price.
• If your order is returned to us, for any reason (unopened, undamaged, and in it's original packaging) - we may consider a refund, less a handling fee of $15 AND any shipping and delivery fees we have incurred.
• Damaged items or items that are not re-saleable will not be refunded.

Our flat rate delivery fees apply to stencils-only orders too.

Your stencils will be shipped in a secure box, inside a waterproof satchel, with tracking. We will provide the same level of service in preparing stencils for shipping as we do for any other item in our store.

In addition, we find that sending items in a regular, untracked envelope can be unreliable, risks damage, and is generally quite slow to deliver. f the envelope goes missing in transit, then we are not able to follow it up, which leads to a disappointing experience all round.