Shipping policy
Where we ship from
All orders are packed and posted by us in Hastings, Victoria.
Local pickup
If you are local, choose Pickup at checkout instead of shipping. Orders are usually ready within 1 business day and we email you when they are. Collection is by arrangement from Factory 14, 2135 Frankston Flinders Road, Hastings, Monday to Friday. We are not a shopfront, so please wait for the ready email before coming in.
Where we ship to
We currently ship within Australia only.
We would love to send pigments further afield, and international shipping is on the way. If you are overseas and want to be told when it opens, email us at hello@thepigmentwarehouse.com.au and we will let you know.
Handling time
Orders are packed and dispatched within 1 to 2 business days.
Orders placed on weekends or public holidays are processed on the next business day. During sales, restocks or new releases this can stretch a little, and we will say so on the website if it does.
Delivery time
Once your parcel leaves us, delivery is in Australia Post's hands. As a rough guide:
- Victoria: 2 to 4 business days
- Other capital cities: 3 to 6 business days
- Regional and remote areas: 5 to 10 business days
These are estimates from Australia Post, not guarantees. Delivery can take longer during peak periods (December especially) or when there are network delays.
Shipping cost
Shipping is calculated at checkout based on the weight of your order and where it is going. You will see the exact cost before you pay.
Tracking
Every order is sent with tracking. You will get a confirmation email with your tracking number as soon as your parcel is booked in. If it has not arrived within a few hours, check your junk folder before contacting us.
Packaging
Pigments are packed in sealed jars or bags inside a padded satchel or box. Powders are light, fine and very good at escaping, so we seal each container individually. Please open your parcel over a tray or a sheet of paper the first time, just in case something has worked loose in transit.
If your address is wrong
Please check your shipping address carefully at checkout. If you spot a mistake, email us straight away at hello@thepigmentwarehouse.com.au and we will fix it if the parcel has not gone out yet. Once it has been posted we cannot redirect it, and parcels returned to us because of an incorrect address will need to be paid for again to be resent.
Lost or damaged parcels
If your tracking has not moved for more than 7 business days, or your parcel arrives damaged, contact us at hello@thepigmentwarehouse.com.au with your order number and photos if there is damage. We will lodge an enquiry with Australia Post and sort it out with you. Australia Post asks us to wait until an item is officially overdue before they will investigate, so there is sometimes a short waiting period before we can act.
Nothing in this policy limits your rights under the Australian Consumer Law.
Questions
Email hello@thepigmentwarehouse.com.au and we will get back to you.