We pride ourselves on our customer satisfaction, and want you to be thrilled with your purchase, so we will endeavor to resolve any problems.
Incorrect, faulty or broken product:
We take all due care to package all orders correctly and well-wrapped to provide protection during delivery. In the rare event that you receive an incorrect, faulty or broken product in your order, contact Face Paint World within 14 days and Face Paint World will, at it’s discretion repair, replace or refund the purchase price. Please retain all packaging, take a photo of the product in question, and contact us as soon as possible. You may be required to return the product to Face Paint World, in which case Face Paint World will reimburse you for postage costs. Please contact us first. This warranty will not apply if the product has been intentionally damaged, modified or altered in any way.
PLEASE NOTE: Cracks in cakes of face paints are not a defect. These cracks have no effect on the makeup and do not mean the make-up is drying out.
What if I changed my mind or ordered the wrong thing?
We are happy to make any changes to your order if you contact us before we post it. After your order has been posted, we are not obliged to accept returns or exchanges but may do so at our discretion. Generally, we are happy for you to exchange a product for something else or store credit, if it is unopened, unused and undamaged. Face Paint World will not bear the postage costs in this instance. Please double-check your shopping cart before finalising your order, and phone or email us if you need more information about a product.
Please bear in mind that the colours displayed on your monitor are a guide only and.may not be accurate representations of the colour of the product. 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. If you are in or around Sydney, we are happy for you to come to us to see the products in person before buying.
Slow delivery or lost parcel:
We strive to provide fast service and most orders are posted with 24 hours of being placed (business days only). Orders with Express Post are given priority and we strive to post as soon as possible. Face Paint World cannot guarantee this will be the same day you order it.
Face Paint World cannot take responsibility for the service provided by Australia Post (or any other delivery service used for international orders). We do not offer refunds of products due to slow delivery.
For Express Post that is delivered late you may be eligible for a partial refund of your postage costs. This is subject to Australia Post’s terms of their Express Post guarantee. Your refund amount would be the cost of the satchel only excluding handling and packaging costs, or extras applied like “signature on delivery”.
If you need products delivered quickly for a particular date, please let us know and/or select Express shipping at the checkout. We will strive to get your order to you in time, but give no guarantees or refunds on delivery times.
For all mailed parcels, it is the responsibility of the customer to ensure that their address is entered correctly in their account details. Parcels will be addressed exactly as they are entered in the customer details. Face Paint World cannot be responsible for delay or loss of an order due to incorrect address details on your order.
Once your order has been posted, you should receive an email from us with a tracking number. You may use this to track your order with Australia Post via their website Track my Item.
The tracking scans usually only show lodgement at Australia Post, a scan on the morning it will be delivered, and then “delivered”.
For an estimate of how long deliver will take, please refer to Australia Post’s Postage Calculator. Enter “2079” as the “From” postcode, your own postcode under “To”, then enter any figures for size & weight. After clicking “continue” the yellow box will show if an Express Post satchel should arrive the next day. Click on the red “Regular” tab for estimated delivery of regular mail.
Please wait a further 2 days after the estimated time, and if your parcel still hasn’t arrived (and you haven’t received an Attempted Delivery Advice Card), please contact us and we will lodge a missing parcel inquiry with Australia Post. Missing parcel inquiries can take days to resolve. Please don’t expect a replacement or refund before the matter is resolved with Australia Post.
You may not be entitled to a refund or replacement if you:
You are not entitled to claim against a seller where the failure to meet a consumer guarantee is due to: