FAQ

Yes, but…

The Face Paint World shop is in our home so:

• There are no set “open hours”. Visiting hours can be arranged day or evening, including weekends but you must contact us first.

• After arranging a time to come to our shop please let me know if you will be late or have to cancel so I can get on with other things.
• Please allow plenty of time to browse. There is much more here than you think!

• We have thousands of products so many are not on display ‘in store’. It helps if you look online first so you have an idea of what you want.
• You may find it quicker and more convenient to find what you want and order online. Then it will be packed ready for you to collect.

We are located in Mount Colah – near Hornsby, on the northern edge of Sydney, NSW. Full address is given when you make an appointment.

“In store” you can pay by credit card, debit card or cash.

Many customers brand new to face painting like to come here for advice on what they should buy. I am always happy to help, including doing quick demonstrations. It helps if you have idea what designs you wish to paint.

Generally, no. Orders should be placed through our online store in order to maintain correct stock counts. Exceptions may be made for special bulk orders.

Payment is most easily done by you through the online store (with options for using credit card or Paypal) or via online banking at your end (select this option at checkout to get details). If you come across any issues completing payment please contact us to sort it out or make other arrangements.

Giving us your credit card details over the phone for payment means we’d then put it through the website same as you would so this is only a practical solution if you are stuck without internet access or the like.

Online orders to be picked up can often be ready almost immediately if required. Please let us know when you want it.

We pack and post orders pretty much every business day (not weekends or public holidays) so most orders are posted the same day they are placed, otherwise the next business day.

Parcels must be at the Post Office by 3.30pm so orders placed after 3pm are usually posted the following business day.

We cannot guarantee your order will be posted within a certain time frame as life is unpredictable, but 95% of orders are posted within 24 hrs.

Express Post orders are given priority (as well as posted Express).

Delivery time varies. Please see Shipping Information section for more information.

Yes – if we haven’t posted it yet!

To add items, it’s simply a matter of placing a separate order with just the additional items. Please check with me before completing checkout! IF I haven’t packed your initial order yet and the extra items will fit in the same satchel, I will confirm that you can choose the shipping option to combine shipping so you pay no extra. If your first order has already been packed and sealed or the extra items won’t fit, you will have to pay for the extra postage.

To remove or change items, please phone ASAP. I want you to be happy with your purchases so I’m happy to change your order as required (including refunds where appropriate).

If you decide to cancel your whole order after completing payment, this can be arranged but we reserve the right to deduct a small fee from your refund to cover our expenses incurred in processing your payment and order, and postage if applicable. This only applies to “change of mind” refunds, not refunds for faulty products which would get a full refund or replacement.

Although not required by law to accept returns or give refunds if you simply change your mind, we want shopping at Face Paint World to make your life better, not leave you stuck with products you don’t want, so we will try to accommodate your change in needs or change of mind. So please contact us to make arrangements but bear in mind the following:

• Colours displayed on your monitor are a guide only and may not be accurate representations of the colour of the product. I endeavour to make the images as accurate as possible but I have no control over how it is portrayed on your screen.
• If you feel a product description on our site is not accurate, please let us know and we will adjust it as soon as possible.
• We may choose to give store credit rather than cash/card refund.
• Any refund or credit for returned products will not include original postage costs, nor return postage.
• If you wish to swap a product for another, all postage costs will be at your expense.
• Products that have been opened or used cannot be returned for refund.
• Returns may incur a restocking fee of $1 to $5 for a single item, and up to $30 for a whole, large order. This is to cover staff labour costs and bank/Paypal fees. This is usually waived for a small, single item.

If the product is damaged or faulty, it’s a different matter. Please see information section below.

Yes. I am happy to answer any questions and give any advice you need.

If you are starting a face painting business or doing face painting at school or home, I have a variety of kits with products I recommend. 

For any other questions please phone or email.

At Face Paint World, a product that is out of stock will say “Out of stock” and “Join Waitlist”. So if you can add it to your cart, it should be in stock, but very occasionally this may be wrong. If you order an item that has unfortunately gone missing, we will phone or email you to give you the choice of a similar product or a refund.

If you want a product that is out of stock and you are logged in as a registered user of Face Paint World, you can join the Waitlist to be automatically notified as soon as it’s back in stock.  Just click on the words “JOIN WAITLIST” that appear under or in place of the ADD TO CART button. Done!

While we would love to keep the shop always fully stocked this must be balanced with keeping costs down for you by ordering in bulk. Local brands such as TAG, Fusion, Global and Art Spectrum, as well as Mehron are ordered in fairly frequently, but for those shipped from USA (FAB, Silly Farm, Bad Ass, Amerikan Body Art and several others) it’s most feasible to import them just a few times a year, so unfortunately some products could be out of stock for months. You are welcome to send us an enquiry as to when a particular product might be expected back in.

Maybe. If you need bulk quantities of TAG, Fusion, Global or Mehron and we don’t have enough in store we can usually get it in within a few days. Just ask!

If it’s products that we import from USA (FAB, Silly Farm, Bad Ass, Amerikan Body Art), they take 1 to 2 weeks to arrive and the minimum order requirements are quite large – but it’s still worth asking because maybe stock is already on its way.

Use the WAIT LIST to be notified as soon as product comes back in stock.

If you want a product that is out of stock and you are logged in as a registered user of Face Paint World, you can join the Waitlist to be automatically notified as soon as it’s back in stock.  Just click on the words “JOIN WAITLIST” that appear under or in place of the ADD TO CART button.

Use the WISH LIST to save a record of products that you might want to buy later. This is just for your own reference. Stock is not kept aside.

This is no problem if we haven’t posted it yet!

To add items, it’s simply a matter of placing a separate order for just the additional items. Please check with me before completing checkout! IF I haven’t packed your initial order yet and the extra items will fit in the same satchel, I will confirm that you can choose the shipping option to combine shipping so you pay no extra. If your first order has already been packed and sealed or the extra items won’t fit, you will have to pay for the extra postage.

To remove or change items, please phone ASAP. I want you to be happy with your purchases so I’m happy to change your order as required (including refunds where appropriate).

If you decide to cancel your whole order after completing payment, this can be arranged but we reserve the right to deduct a small fee from your refund to cover our expenses incurred in processing your payment.

If you feel your parcel is late, please check the tracking to see what’s happened to it.

• If it says “Delivered” please have a good look around your property and with the neighbours to see if it’s been left in an odd spot. Sometimes the postie will hide a parcel at the side of the house or behind the bins or leave it next door by mistake. If not found, please contact us immediately.
• If your parcel is still in transit and more than 3 days late, you may let us know and we will make inquiries with Australia Post.

Missing/lost post enquiries with AusPost get a better response when lodged by us (the sender & business customer), so just let us know the issue and we’ll chase it up for you.

Please note that it is the customer’s responsibility to ensure the shipping address is complete and correct (including name of school or business if to be delivered there). Face Paint World cannot be responsible for a lost order or delayed delivery due to incorrect address details provided to us. If a parcel has to be re-posted because of an incomplete or incorrect shipping address, it will be at your cost.

Although not required by law to accept returns or give refunds if you simply change your mind, we want shopping at Face Paint World to make your life better, not leave you stuck with products you don’t want, so we will try to accommodate your change in needs or change of mind. So please contact us to make arrangements but bear in mind the following:

• Colours displayed on your monitor are a guide only and may not be accurate representations of the colour of the product. I endeavour to make the images as accurate as possible but I have no control over how it is portrayed on your screen.
• If you feel a product description on our site is not accurate, please let us know and we will adjust it as soon as possible.
• We may choose to give store credit rather than cash/card refund.
• Any refund or credit for returned products will not include original postage costs, nor return postage.
• If you wish to swap a product for another, all postage costs will be at your expense.
• Products that have been opened or used cannot be returned for refund.
• Returns may incur a restocking fee of $1 to $5 for a single item, and up to $30 for a whole, large order. This is to cover staff labour costs and bank/Paypal fees. This is usually waived for a small, single item.

If the product is damaged or faulty, it’s a different matter. Please see information section below.

While we take care to get it right, we’re only human and mistakes can happen. If we make a mistake we are very sorry for any inconvenience and will endeavour to rectify it as best we can, as soon as possible.

If an item is missing from your order, please double-check all the packaging as the ‘missing’ item is usually found tucked inside another product or under cardboard for safe shipping.

If not found, or the wrong product was sent please contact as soon as possible with a photograph of the incorrect product if applicable.

We want you to be thrilled with your purchase, so we will endeavour to resolve any problems.

If there are any issues with the products you have received please contact as soon as possible with a photograph of the product showing the problem if possible.

Face Paint World will, at its discretion repair, replace the product or refund the purchase price. You may be required to return the product to Face Paint World, in which case Face Paint World will reimburse you for postage costs.

This warranty will not apply if the product has been intentionally damaged, modified or altered in any way.

Please note, these things are not defects:

• Cracks in cakes of face paint. Cracks in the surface have no effect on the makeup.
• Colour in split-cake has bled across to adjoining colour. This is due to strong pigmentation of colour, only affects the surface and is easily removed. Watch this video from Global Colours on removal.
• Different colour to image on your screen. Whilst obviously if you order red paint and we send you purple paint we’ve made a mistake, but colours displayed on your monitor are a guide only as different monitors/devices display colours differently.
• Glitter or Glitter gel container is not full to the top. Glitter tends to settle and compact down over time. TAG Chunky Glitter Gel is sold by weight not volume so jars aren’t meant to be full.
• Glitter not coming out of puffer bottle. Some puffer bottles come with a hole ready-made in the top. Some just have a depression, and you have to make the hole yourself with a pin. This is not a manufacturing defect; it just depends on the supplier.
• Scuff marks on Practice Head. It is normal for the scalp area to have marks on it from the manufacturing process. Only the face needs to be smooth.