Help & FAQs

My Order

Can I track my order?

Yes you can! Our system will email you (once your order has been dispatched) with tracking info. Sometimes, the carrier takes 1–2 business days to register your shipment status, so we recommend allowing 48 hours for the tracking details to update. That said, if your tracking number isn’t updating after 48 hours, please email us at help@painted.co with your order number.

Is sales tax included in my order?

Sales Tax is calculated and charged for US customers (only) at checkout. Customers in other countries may be subject to import Duties or Taxes not charged (or paid for) by Painted. Please check with your country's customs office to check if duties are likely to be payable for importation of cosmetics to your country.

How can I edit my shipping address?

If your order is shipping to an incorrect address, please email help@painted.co as soon as possible.

My order arrived with a missing/damaged/incorrect product. What should I do?

Please report this within 7 days of receiving your order. Email your order number and details of the issue to help@painted.co

Shipping

Do you ship to PO Boxes?

We can ship to PO Boxes with 'Standard' shipping only.

Does Painted ship internationally?

Yes, we currently ship everywhere we can. If your country doesn’t appear in the drop down during checkout, it means we currently cannot ship there yet.

Domestic (USA) Orders

All shipping fees are calculated at checkout.

All orders are processed with 2-3 days from the date of purchase. You will receive an email once your order has been shipped.

Please note orders placed during the Painted Launch may take up to 7 days to dispatch due to increased demand.

Please note, we only offer Rush and Expedited shipping to the 48 contiguous US states, and shipping to Alaska, Hawaii, Puerto Rico, and remote areas of Canada might take a bit longer—you can expect your package within about 11–15 business days.

International Orders

All shipping fees are calculated at checkout.

All orders are processed with 2-3 days from the date of purchase. You will receive an email once your order has been shipped.

Please note orders placed during the Painted Launch may take up to 7 days to dispatch due to increased demand.

For those outside of the United States please keep in mind that shipping times will be longer, as we ship from the US.

Will I have to pay duties/taxes/VAT if my order is shipping internationally?

Possibly. Please check with your country's customs office whether your order will attract import duties/taxes. If it does, our shipping partner will contact you when your parcel arrives in your country with payment options prior to release of the parcel.

In California orders will be subject to State tax calculated at the checkout.

Returns & Exchanges

I wish to return or exchange my order

Please see our dedicated returns page.

General/Other FAQ

Do you have retail stockists?

As of right now, Painted products are only sold on our website. Keep an eye on our socials in case this changes.

What payment methods do you accept?

All major credit cards, Paypal and Afterpay.

Are Painted products cruelty free?

Yes, we are committed to being cruelty free on all current and future Painted products.

Are the Create Paints gluten free?

Yes!