Face Paint FAQ
Listed below are some frequently asked Questions at The Face Paint Shop. If you cannot find the answer to you question below, please get in contact with us.
Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Unfortunately, we cannot cancel orders due to a change of mind. However, we understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via email address, or Live Chat.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We offer a 30-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, exchanges are available for most products within 30 days of receipt. Simply let us know the item you’d like to exchange for, and we’ll guide you through the process.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Shipping typically takes 3-5 business days after your order is processed. In total, you can expect to receive your order within 7-10 business days. Delivery times may vary depending on your location and the shipping method chosen at checkout.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-3 business days after processing. Additional charges may apply.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
International orders
Do you ship outside Australia?
Do you ship outside Australia?
Yes. We ship worldwide from our warehouse in Wantirna South, Melbourne. Postage is calculated by weight and destination and is shown at checkout before you pay. Our largest customer bases outside Australia are New Zealand, Singapore, the United Kingdom and the United States.
Does free shipping apply to international orders?
Does free shipping apply to international orders?
No. The $115 free regular shipping and $200 free express shipping thresholds apply to orders delivered within Australia only. Every international order is costed by weight and the price is shown at checkout.
Can I shop in my own currency?
Can I shop in my own currency?
Yes. Use the country selector at the bottom of any page to switch between Australian dollars, New Zealand dollars, US dollars and British pounds. Product prices, your cart and the checkout all update to the currency you choose.
Do you ship to New Zealand?
Do you ship to New Zealand?
Yes, and New Zealand is one of our largest markets outside Australia. Rates are based on weight and are offered to you at checkout. We are also the official and sole distributor for Craft-n-Go in Australia and New Zealand, so New Zealand painters can buy the full paint station range directly from us.
Do you ship to Singapore?
Do you ship to Singapore?
Yes. Singapore is one of our busiest international destinations. Postage is costed by weight and offered to you at checkout. Singapore orders are priced in Australian dollars.
Do you ship to the United Kingdom and the United States?
Do you ship to the United Kingdom and the United States?
Yes to both. Shoppers in the United Kingdom see prices in British pounds and shoppers in the United States see prices in US dollars. Postage is calculated by weight at checkout.
Will I pay customs duties or import taxes?
Will I pay customs duties or import taxes?
Possibly. Orders shipped outside Australia may attract import taxes, customs duties and clearance fees, and these are paid by the buyer on arrival. We have no control over these charges and cannot alter the declared value of a parcel. Customs rules vary widely, so please check with your local customs office before you order.
I am ordering from the USA. Will I be charged tariffs?
I am ordering from the USA. Will I be charged tariffs?
Possibly. Some of the products we stock are manufactured in China and may be subject to tariff charges. If you would prefer to avoid that risk, brands such as TAG Body Art and Diamond FX are not manufactured in China.