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Returns & Refund Policy

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

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

If an item is missing please double-check all the packaging as the ‘missing’ item is usually found tucked inside cardboard or another product for safe keeping.

While we take care to get it right and well packed, we’re only human, but we will endeavour to rectify it as best we can. Please retain all packaging and contact Face Paint World within 7 days. You may be required to send a photo illustrating the problem. Face Paint World will, at it’s 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: 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?

According to Australian Consumer Law, we are not required to accept returns or give refunds if you change your mind, BUT we wish to help however we can where feasible, but please note:

• To make changes to an order not yet posted please phone ASAP
• Returning an item by post is at your own expense
• If I agree to give a refund or credit for returned products this will not include postage costs of original purchase, nor return postage.
• Returns may incur a restocking fee of up to $5 for a single item to and up to $30 for a whole large order, to cover staff labour costs and bank refund fees.
• We may choose to give store credit rather than cash refund
• Products that have been opened or used cannot be returned for refund (unless faulty)
• If you wish to return a product in exchange for another, all postage costs will be at your expense

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.

Please double-check your shopping cart before finalising your order, and contact us if you need more information about a product. 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) but there is no guarantee.

Face Paint World cannot take responsibility for the service provided by Australia Post (or any other delivery service) We do not offer refunds of products due to slow/late 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”.

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. If a parcel has to be re-posted due to you giving the incorrect or incomplete address it will be at your cost.

Please also refer to our Shipping Info page

You may not be entitled to a refund or replacement if you:

• Simply change your mind, decide you do not like your purchase or have no use for it
• Damage or use goods in an unreasonable or unintended manner
• Discover you can buy the goods or services more cheaply elsewhere
• Examined the goods before buying and ought to have seen any obvious fault
• Had a defect drawn to your attention before buying (such as goods labelled as seconds with their faults clearly marked)
• Are unhappy with a service that you insisted on having carried out in a particular way
• Did not rely upon, or unreasonably relied upon, the seller’s skill or judgment when choosing a product or service.

You are not entitled to claim against a seller where the failure to meet a consumer guarantee is due to:

• Something someone else said or did, unless it was their agent or employee
• An event that was beyond the seller’s control (for example bad weather or delays in delivery).