Returns
RETURNS & REFUND POLICY:
OUR HAPPINESS GUARANTEE
Have you changed your mind about something? It happens. No problem! You've got 60 days to submit a claim for return. Our No Fuss 60 Day Return Guarantee is offered in addition to your rights under Australian Consumer Law for Damaged or Faulty Items.
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 love, or if you have changed your mind, we are pleased to offer you the opportunity to return it. Our 60 Day Change of Mind Returns Policy, Terms and Conditions are outlined below in FAQ format.
** If you've received a damaged, broken, or faulty item - please refer to our Faulty and Damaged Product Policy instead (below).
Our change-of-mind policy is offered in addition to any rights you have under consumer laws.
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 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.
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 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.
My order didn't arrive in time for an event... can I return it?
Generally, most orders are processed within 1-2 business days, and delivered within our timeline estimates.
Despite our best efforts, regrettably some parcels can take longer than expected, for reasons beyond our control.
Please allow a reasonable timeframe for order processing and delivery. Refer to our delivery estimates to avoid unrealistic expectations.
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, and we will waive any admin and processing fees.
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.
What if I've used, tested or sampled the item? Can I still return it?
Short answer is: no. The returned item must be 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).
Strictly no returns on used cosmetic items, for hygiene reasons. 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 is processed.
We reserve the right to deny any returns claim if the product/s do not meet our return policy requirements
Under no circumstances will we issue credit before we have received the item/s and determined they are in "AS NEW" condition.
***
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. We will gladly exchange any unused products for store credit, no questions asked. But if you use it, you keep it.
How do I return an item?
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.
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. This excludes items on sale and clearance items, which are not eligible for change of mind returns.
Store Credit
Store credit for returns does not expire. The credit will be applied to your store account, and then deducted from the sub-total of your next order. Please remember to log in before completing the checkout process so that your credit is automatically applied.
Refund
If you request a refund (instead of store credit), this will incur a 20% admin and restocking fee*. Refunds, less our admin 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.
How long does it take to process a 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 1-2 days of return received.
FAULTY & DAMAGED PRODUCT POLICY
We strive to offer premium quality products and service at the best prices every day. We will exchange or refund any item that arrives with a fault or damage that affects its use. This will be at no additional cost to you.
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, or what you asked for 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 60 days from the delivery of that item.
I received an item with a cracked lid. Will you send a replacement?
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.
WHAT WE DO NOT COVER
- Damage resulting from improper use;
- Damage resulting from misuse, or accidents;
- Damage caused due to modification.
Due to the nature of the goods we offer for sale, claims on damaged items will not be accepted if more than 60 days have passed since you received the item/s, or if the item appears to have been mis-used in any way.
It is your responsibility as a consumer to inform yourself of proper use.
Always read and retain the product label and follow instructions carefully.
While we provide a number of free resources to assist, you should be guided by your own independent research.
Things to Note:
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- Water-activated face paints require only a very small amount of water! Do not add more than a few drops or the face paint may become oversaturated.
- Do not expose face paints to extreme temperatures (eg leave them in the sun or in a vehicle for extended periods) as they can melt
- Rinse your brushes, don't soak them and never dip or soak your brushes in alcohol to clean them. This can cause the glue in the ferrule to dissolve and the bristles to fall out.
