Returns

RETURNS POLICY

Have you changed your mind about something? It happens. No problem! You've got 60 days to submit a claim for return. Our 60 Day Return Guarantee is offered in addition to your rights under Australian Consumer Law for Damaged or Faulty Items.

Prior Approval is Required: All returns must be approved by us prior to sending any goods back. Please read the information below, then contact us for a return authorisation.

Claims for missing items, incorrect items, or damaged goods during transport must be made within 7 days of the delivery date. Please inspect your goods on arrival and notify us immediately if there are any issues.

60 DAY CHANGE OF MIND RETURNS

We want you to be happy with your purchase so if you receive an item that you don't wish to keep, we offer you the opportunity to return it. Our 60 Day Change of Mind Returns Policy, Terms and Conditions are outlined below in FAQ format.

Our returns policies do not limit other rights and remedies you may have under law such as Australian Consumer Law, including in respect to faulty items.

** If you received the wrong item or a damaged, broken, or faulty item - please refer to our Faulty and Damaged Product Policy instead (below).

Return requests and claims made more than 60 days from the date of purchase will not be accepted.

RETURNS POLICY TERMS AND CONDITIONS

What if the item I received is not what I ordered?

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 to to let us know so we can sort it out for you. Uploading a photo and/or providing as much info as possible will help speed up the process.

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

What happens if the item I receive is faulty, broken or damaged?

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 as soon as possible, within 7 days of receipt. We'll assess your claim and get back to you with an action plan.

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

If you selected insurance to cover your order during transit, you may be eligible for a replacement if the item has been damaged while in the care of the carrier.

My order didn't arrive in time for an event... can I return it for a refund?

Yes, this is covered by our 60 Day Change of Mind Return Policy, and will be treated as an order cancellation.

While most orders are delivered within our timeline estimates,- there are exceptions.

Choosing EXPRESS guarantees we will ship your order as a priority, with an Express label. Choosing EXPRESS DOES NOT guarantee delivery by a particular date or within a particular timeframe. This is beyond our control.

So if you're running low on supplies and/or have an important event coming up, the best way to avoid disappointment is to be prepared:

Allow a reasonable timeframe for order processing.
Allow Auspost a reasonable timeframe for delivery.
During peak periods, and holidays, allow extra time.
Before completing your order, take a moment to review our delivery estimates - for transparency, a link can be found directly under the add to cart button on every product page. It is also available via the menu at the bottom of our website
Be prepared to accept: if you order last minute, it might not arrive in time.

How To Return an Unwanted Order (Cancellation - Complete Order)

It's as simple as sending us a quick message to let us know you intend to return your order, complete and unopened. Then writing "Return to Sender" on your parcel label, and popping it into your local post office or post box.

When we recieve it, we'll let you know and offer you a refund of the purchase price, less a 20% cancellation fee.

If we receive an order "returned to sender" without prior approval, as a courtesy we will hold it for 30 days awaiting the buyer's instructions.

It is the buyer's responsibility to provide accurate contact and shipping information at the time the order is placed, and to track their parcel, and also to notify us of their intent to return an order as change of mind.

If requested, we can reship the complete order within 30 days. Additional shipping fees will apply.

If unclaimed after 30 days, the value of the items in that order at the time of purchase will be credited to the buyer's store account, less any shipping paid, and if applicable, less a 20% restocking and admin fee.

Why do we deduct a cancellation fee?

The cancellation fee covers any non-recoverable costs we have incurred as a direct result of processing and shipping your order, and your returned items:

Shipping is non-refundable. We reserve the right to deduct any shipping costs we incurred from your refund. If you received 'free shipping' with your order, that means we paid for your shipping (it was not free for us).
Merchant fees are not recoverable. We pay merchant fees to allow us to securely process your payment. These are not refunded to us if we refund you.
Order packaging, restocking and admin costs.
Shipping for returned International Orders will be reviewed on a case-by-case basis, capped at $60AUD

Therefore, any returned or cancelled order incur a 20% admin fee, which will be deducted from your refund.

What if I've used, tested or sampled the item? Can I still return it?

Strictly no returns, refunds, or credits on used or sampled items. That means, if you receive an item and you're not sure if you like the colour or colour combination, etc, you must decide to return it BEFORE you use or sample it. No exceptions.

We only accept returned items that are new, unused, un-opened and in original packaging. This includes face paints, glitter creams, glitter gels, face paint brushes, sponges, pressed powders, etc and also any plastic covers or "dust sleeves", with seals intact (if applicable).

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 you will be required to send photos and receive approval from us before your return is approved. 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.

***

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 a generous 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.

How do I return an item?

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

✅ Item is new, unused and in original packaging

❌ Used or sampled 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 for change of mind.

Please be prepared to supply photos to demonstrate the condition of the product/s as new, unused, and unopened before we approve your request.

Our customer support team will review your claim within 1-2 business days, and provide further instructions as necessary.

Who pays the postage for Change of Mind returns?

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.

Refund, exchange, or store credit?

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. Our restocking and admin fee may be waived if store credit is accepted instead of a refund. We do not refund shipping fees
Stored 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 restocking fee, will be made to the original payment method for the order.

We do not refund gift cards or gift certificates.

How long does it take to process a return and refund?

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.

Our Right to Refuse

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 discretion.

Prior Approval is Required: All returns must be approved by us prior to sending any goods back. Please contact us for a return authorisation. Claims for missing items, incorrect items, or damaged goods during transport must be made within 7 days of the delivery date.

FAULTY & DAMAGED PRODUCT POLICY

Under Australian Consumer Law, you can choose a refund or exchange if an item has a major problem. This is when the item:

❌ Has a problem that would have stopped someone from buying the item if they had known about it;

❌ is unsafe;

❌ is significantly different from the sample or description; or

❌ doesn’t do what we said it would, and can’t be easily fixed.

If you receive an item from us that meets the definition above, we ask that you report it to us as soon as possible and no later than 7 days from the delivery of that item. Claims made after this time will not be considered.

If the item you received is deemed to have a manufacturing fault, you will be eligible for a refund or replacement.

If the item you received has been damaged in transit, you may be eligible for a replacement if you have purchased shipping insurance. If you have not purchased shipping insurance, your claim must be made with the carrier directly and will be subject to their terms and conditions.

WHAT WE DO NOT COVER

Damage that has occured in transit, unless Shipping Insurance has been purchased at the time the order was made;
Damage resulting from improper use or modification;
Damage resulting from accidents;
Return Shipping Costs are the responsiblity of the buyer unless the item is agreed to have a manufacturing fault;
Lost returns in transit - if a buyer returns an item for change of mind, it is the buyer's responsibility to pay for tracking and insurance;
Minor imperfections that do not affect the performance of the product, including hairline cracks in the paint, lids, or containers, irregular colour lines or a light "bleeding" of adjacent colours in split cakes and onestrokes. Minor imperfections are considered normal. Each case will be assessed individually.

Claims for faulty or damaged items will not be accepted if more than 7 days have passed since you received the item/s, or if the item appears to have been mis-used in any way. Photos may be requested to assess your claim.

Additional Notes:

Follow the manufacturer's instructions on the label carefully. If in doubt, seek advice from the seller or manufacturer
Retain the label and product in it's original container.
Closely supervise children while using face paint products to ensure they are following the label instructions;
We will not refund or replace any product/s that have been modified, including but not limited to cutting, decanting, or overwetting, etc;
Water-activated face paints require only a very small amount of water. Do not allow your face paint to become overwet. Adding too much water to face paint will affect the composition and in some cases, the paint will become unworkable. This is not a product fault. It is improper use. Do not add more water than is necessary to your face paint, and allow it to dry properly between use.
Do not expose face paints to extreme temperatures (eg leave them in the sun or in a vehicle for extended periods) - they can melt
Rinse your brushes, don't soak them. Never immerse your brushes in alcohol or extreme hot water to clean them. This may cause the glue in the ferrule to dissolve and the bristles to fall out.