null

Returns

RETURNS POLICY

QUICK GUIDE

  • Change of mind - 60-day returns on unused items (approval required)
  • Faulty items - Covered under Australian Consumer Law (repair, replacement, or refund)
  • Return shipping - Paid by customer unless item is confirmed faulty
  • Timeframes - Please let us know within 7 days of receiving your order if there are any issues
  • Not covered - Misuse, modification, accidental damage, or minor imperfections

Full policy details and How to Return instructions are outlined below. If you’re unsure, feel free to contact us via our help desk.

60 DAY CHANGE OF MIND RETURNS

Changed your mind? No problem — we offer returns within 60 days of purchase, provided the following conditions are met:

  • Items must be unused, in their original condition, and in original packaging. Items that have been opened, used, or altered are not eligible for change-of-mind returns. For hygiene reasons, we are unable to accept returns on products that have been opened or used.
  • Return requests must be approved by us before sending anything back
  • Return shipping costs are the responsibility of the customer. Original shipping costs are non-refundable. If your order qualified for free shipping, the actual cost we incurred to ship your order will be deducted from your refund.
  • Items must be returned safely — we recommend using tracked shipping, as we cannot accept responsibility for items lost in transit

Once your return is received and inspected, we’ll process your refund or store credit.

FAULTY OR DAMAGED ITEMS

If you believe your item is faulty or has been damaged, please contact us as soon as possible so we can assist. Under Australian Consumer Law, you are entitled to a repair, replacement, or refund if a product has a major fault. If the issue is minor, we may offer a repair or replacement.

To help us assess your claim, please:

  • Contact us within 7 days of receiving your order where possible
  • Provide your order details and a description of the issue
  • Include clear photos showing the fault or damage

Once we’ve reviewed your claim, we’ll advise the next steps.

Please note:

  • Items that have been modified, misused, or not used in accordance with instructions are not considered faulty
  • Minor imperfections that do not affect performance are not considered faults (see “What We Do Not Cover” below)

WHAT WE DO NOT COVER

We do not offer refunds, exchanges, or store credit in the following circumstances:

  • Damage in transit where shipping insurance was not selected at checkout. In these cases, claims may need to be lodged directly with the carrier and will be assessed in accordance with their terms and conditions.
  • Damage resulting from improper use, misuse, or modification of the product. Any modification voids the manufacturer’s warranty. This includes, but is not limited to, cutting, decanting, or overwetting.
  • Damage resulting from accidents or external factors, including exposure to extreme temperatures or improper storage.
  • Return shipping costs, unless the item is confirmed to have a manufacturing fault. In all other cases, return shipping is the responsibility of the buyer.
  • Lost returns in transit. For change-of-mind returns, the buyer is responsible for ensuring items are returned safely. We strongly recommend using tracking and insurance.
  • Minor imperfections that do not affect product performance, including:
    • hairline cracks in paint, lids, or containers
    • irregular colour lines
    • light “bleeding” of adjacent colours in split cakes and one-strokes

These are considered normal characteristics of the product. Each case will be assessed individually.

Claims for faulty or damaged items must be submitted within 7 days of receiving your order to allow for prompt assessment. Claims submitted after this time may be declined where it is not possible to reasonably assess the issue. This does not affect your rights under Australian Consumer Law.

Photos may be required to assess your claim.

delayed, damaged or lost in transit

If your order is lost or damaged in transit and you have purchased optional shipping insurance, please contact us as soon as possible so we can assist and fast-track your claim for a replacement, subject to our terms and conditions.

If shipping insurance was not selected at the time of purchase, we will assist where possible; however, claims may need to be lodged with the carrier and will be subject to their terms and conditions.

 

HOW TO RETURN AN ITEM

To return an item, please follow the steps below:

  1. Contact us first
    Email us with your order number and reason for return. If your item is faulty or damaged, please include clear photos.
  2. Wait for approval and instructions
    We’ll review your request and provide return instructions. Please do not send items back without approval.
  3. Package your item securely
    Ensure the item is safely packed to prevent damage during transit.
  4. Send your return
    Return the item using a tracked shipping service. Customers are responsible for return shipping costs unless the item is confirmed faulty.
  5. Assessment and outcome
    Once your return is received and inspected, we’ll process your refund, store credit, or replacement as applicable. Please allow 3-5 business days for returns to be processed once received. Items sent back without prior approval may not be accepted.

If approved, refunds are issued to the original payment method or as store credit, depending on the return type.

PRODUCT USE & CARE

To ensure the best performance and longevity of your products, please follow the guidelines below:

  • Follow the manufacturer’s instructions on the label. If you’re unsure, feel free to contact us for advice.
  • Use only a small amount of water with water-activated face paints.
    Overwetting can affect the composition of the product and may make it difficult or impossible to use. This is considered improper use, not a product fault. Allow paints to dry fully between uses.
  • Store products correctly.
    Avoid exposure to extreme temperatures (for example, leaving products in direct sunlight or inside a vehicle), as this may cause melting or damage.
  • Keep products in their original containers and retain labels where possible.
  • Supervise children during use to ensure products are used correctly and safely.
  • Rinse brushes after use — do not soak them
  • Avoid using alcohol or very hot water, as this can damage the glue in the ferrule and cause bristle loss

RETURNS POLICY TERMS & CONDITIONS

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.

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

For change-of-mind returns, items must be unused, unopened, and in original condition with packaging intact. We are unable to accept returns on items that have been:

  • used
  • tested or sampled
  • opened or altered in any way

This includes face paints, brushes, sponges, glitter products, and any items where seals or protective covers have been removed.

If you are unsure about a colour or product, please contact us before using the item — we’re happy to help.

All returned items are inspected before any refund or store credit is processed.

Refund, exchange, or store credit?

If you return an item, we can offer store credit or a refund, depending on your preference.

Please note: Items on sale or clearance are not eligible for change-of-mind returns.

Store Credit

  • Store credit is offered for exchanges or as an alternative to a refund
  • No expiry — use it anytime
  • Issued at the original purchase value of the item
  • Admin and restocking fees may be waived when store credit is accepted
  • Automatically applied at checkout (please ensure you are logged in)

Refunds

  • Refunds are issued to the original payment method
  • A 20% admin and restocking fee (minimum $15) applies to change-of-mind returns
  • Original shipping costs are non-refundable

Additional Information

  • Gift cards and gift certificates are non-refundable

How do I return an item?

Before submitting a return request, please check the following:

✅ Item is new, unused, and in original packaging
❌ Used or sampled items are not accepted
❌ Items received more than 60 days ago are not eligible

Next steps

  1. Contact us
    Reach out via the help desk icon or email us at support@facepaintshopaustralia.com
  2. Provide your details
    Include your order number and let us know which item(s) you’d like to return
  3. Submit photos if requested
    You may be asked to provide photos showing the item is new, unused, and unopened
  4. Wait for approval
    Our team will review your request within 2-3 business days and provide return instructions

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 approved returned items within 3-5 business days of receipt of your returned item/s.

Unauthorised Returns, Returned to Sender, Unclaimed Parcels

All returns must be approved by us before being sent back.

Unauthorised Returns

If an item is returned without prior approval, we will contact you to confirm how you would like to proceed. Additional shipping or handling fees may apply.

Return to Sender / Undeliverable Parcels

All orders are shipped with tracking. It is the customer’s responsibility to:

  • provide accurate shipping details
  • monitor tracking updates
  • contact us if there are delivery issues

If a parcel is undeliverable or unclaimed, it may be returned to us by the carrier.

Returned Parcels

If your order is returned to us:

  • You may request re-shipping, at your expense
  • If the order is cancelled, admin and restocking fees will apply
  • Original shipping costs are non-refundable

Returned parcels will be held for up to 60 days while we await your instructions.

If no instructions are received within this time, the order will be treated as a change-of-mind return and processed accordingly.

Fees & Store Credit

  • A $15 or 20% admin/restocking fee (whichever is greater) applies to cancelled orders
  • Store credit will be issued, less any shipping costs already incurred

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

If you receive an item that is incorrect, missing, or significantly different from the product description, please contact us within 7 days of delivery so we can resolve it for you.

To help us assist you quickly, please include:

  • your order number
  • a brief description of the issue
  • photos where possible

If we’ve made an error, we’ll arrange the correct item to be sent to you at no cost. In some cases, we may request the incorrect item be returned before sending a replacement.

What happens if my parcel is lost, or if an item received is broken or damaged?

If your order arrives damaged, broken, or appears to be lost in transit, please contact us as soon as possible so we can assist. To help us assess your claim quickly, please include:

  • your order number
  • a description of the issue
  • photos of the item and packaging (if applicable)

Damaged or Incorrect Items

If your item arrives damaged or incorrect, we’ll work with you to resolve the issue in line with our Returns Policy and Australian Consumer Law.

We recommend reporting any issues within 7 days of delivery so we can assess them promptly.

Lost Parcels

If your parcel appears to be lost in transit, please contact us so we can investigate with the carrier.

Where shipping insurance was selected at checkout, we will assist in processing your claim.

If shipping insurance was not selected, claims may need to be lodged with the carrier and will be subject to their terms and conditions.

 

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

Yes — this is covered under our 60 Day Change of Mind Returns Policy and will be treated as an order cancellation.

Please note that delivery timeframes are estimates only. While we dispatch orders promptly, delivery is handled by the carrier and may vary.

Choosing Express Shipping prioritises dispatch, but does not guarantee delivery by a specific date.

Planning Ahead

If you have an upcoming event, we recommend:

  • Allowing sufficient time for order processing and delivery
  • Allowing extra time during peak periods and holidays
  • Reviewing our delivery estimates before placing your order

How to Return an Unwanted Order (Full Order Cancellation)

  1. Contact us first to let us know you’d like to return your order
  2. Wait for instructions before sending anything back
  3. Ensure items are unused, unopened, and in original packaging

Once received and inspected, we will process your refund or store credit, less applicable fees.

Cancellation Fees

For complete order returns:

  • A $15 or 20% admin/restocking fee (whichever is greater) applies
  • Shipping costs are non-refundable
  • If your order included free shipping, the actual shipping cost will be deducted from your refund

Why do we charge a cancellation fee?

This fee covers costs we incur when processing and shipping your order, including:

  • shipping and handling
  • payment processing fees
  • packaging and restocking

Our Right to Refuse

We offer change-of-mind returns as a courtesy, in addition to your rights under Australian Consumer Law.

However, we reserve the right to refuse or limit returns where a request does not meet our policy conditions or where we have reasonable concerns about misuse of our returns policy.

This includes, but is not limited to:

  • excessive return activity
  • repeated large-volume returns
  • behaviour that suggests products are being purchased for short-term use and returned

We also reserve the right to limit, refuse, or cancel future orders at our discretion where misuse or unusual activity is identified.

Important Conditions

  • All returns must be approved prior to being sent back
  • Claims for missing, incorrect, or damaged items should be reported within 7 days of delivery
  • Change-of-mind return requests must be made within 60 days of delivery

Unbeatable quality. Unbeatable value.

 

Since 2013, more than 40,000 Australians have made Face Paint Shop Australia their first choice for quality face paint and body art supplies. For more than a decade, we have built our reputation by offering a huge range of premium specialty products, super fast order processing, and all backed by friendly customer service. But don't take our word for it: we've earned more than 4000 genuine customer reviews and an average rating of 4.9 stars! That's why we can proudly say: when you shop with Face Paint Shop Australia, you can be confident that you're doing business with Australia's true number one specialist retailer of face paint and body art supplies.