FAQs

FAQs

Is your Victorian premises a shop or open to the public? Do you offer click and collect?

We are a warehouse facility only, this means that our stock is sorted by product code for our warehouse team to pick and pack for online orders. 
We do however offer click and collect. If you would like to use our click and collect service, please email us, and we will get in touch promptly.
We kindly ask that you only come to our warehouse if you have made an appointment with one of our friendly team members, this is for the reason that our facility is not set up for walk-in visits.

 

Can I change or cancel my order once it has been placed?

Once you've completed your order, it will already be progressing to the next stage. We ship all products within 24-48 hours and for us to do this efficiently we will not be able to make changes to any orders.

 

I have not received my order.

Please refer to our guide on delivery times of products below:
  • Dispatch between 24-48 hours
  • Delivery is 5-7 days for in stock kits
  • 1-3 weeks for custom kits

 

How do I track my order?

You will be able to track your order as soon as it leaves our fulfilment centre OR our partner provider and is on its way to you - we will send you the tracking details in an email.  Please note that this email can occasionally go into the junk folder of your emails so please be sure to check there too!
  • If you have just received the email with your tracking details, please allow up to 72 hours before you see updates as your parcel endeavours to move through the postal stream. You can also use the website www.aftership.com to track your order.

 

How can I contact customer service?

We're online and here to help. For the quickest response, drop us an email via the Contact Us page:  and we will get back to you as soon as we are able.

Our operating times are Monday – Friday 9am-4pm AEST. 

For any questions regarding your order please email support@auscreative.com.au and be sure to include your order number so that we are able to assist you as efficiently as possible.
*Please note that we are unable to search via an email address or PayPal transaction ID.

 

I think my order has been lost, help!


In this instance, the first port of call is to check which postal company has your parcel. Although we would love to be able to let you know the exact location of your parcel, unfortunately only the postal company has this ability. 
If your parcel was sent via Australia Post, please call 13 76 78 for assistance with any questions regarding the position of your parcel and an Australia Post rep will certainly be able to help you.   
If you find that there have been no physical scans on your parcel for more than five business days, please email us at support@auscreative.com.au so that we do our best to assist you by lodging an investigation for you to ascertain the whereabouts of your parcel. 
Please note: During peak times of traffic (e.g. Boxing Day or Black Friday sales) or service disruption (e.g. strikes or natural disasters) scanning and updates may be reduced.

 

I have only received some items from my order, where are the remaining contents?

If some of your order has not arrived, it is most likely that your order has been split into multiple shipments. We also kindly ask you to open all the contents of your parcel before you make contact. There have been instances where multiple canvases have been included in 1 box, so please open each box before making contact.

 

How long does it take for the paint to dry?

Because the paint is water-based acrylic paint, it will dry to the touch within 10 – 15 minutes depending on the thickness of paint application. You can use a hairdryer if you want to speed up the process, or simply work on another section of the canvas while you wait for the sections you have recently painted to dry.

 

My paint is a bit thick, what can I do?

Please make sure that your containers are sealed at all times (apart from when you use them), otherwise they can dry up pretty quickly. Our paint is water-based acrylic paint so all you need to do to get a better consistency is to add a tiny amount of water. 

 

What size are your in-stock paint by numbers kits? Do they come mounted or folded/rolled?

All of our in-stock paint by numbers kits are 40 x 50 cm size (16” to 20”), and are already attached to wooden mounts – saving you a lot of time and hassle!
If you purchase a custom paint by numbers or a DIY paint by numbers, please click this link for assistance with mounting your canvas onto the frame: https://www.youtube.com/watch?v=cQBLnm5gxw8 

 

Do you accept Creative Kids Vouchers or NDIS funding?

We are not set up to operate with these services.