Frequently Asked Questions

Here are answers to the most common queries we get from our customers. If you can't find what you need here, just get in touch via the email at the top left of the page.

COVID-19 Update

At Painter’s Loft, the health and happiness of our customers is our top priority. Please know that we are taking the threat posed by COVID-19 very seriously and have precautions in place to protect you.

We are closely monitoring the advice from Centres for Disease Control (CDC) and the World Health Organization (WHO), and are continuously updating our company policies to ensure the welfare of our staff and customers.

Our factories and warehouses remain fully operational. We are working hard to minimise the impact of this crisis on our customers, but there is a possibility that we will encounter delays or disruptions in availability of stock and shipping. We’ll try to work through the best way of handling this unprecedented situation.

Shipping and Delivery

Where are you located?

Our main office is in Australia and we manufacture and ship directly from our warehouse in Shenzhen.

How much does shipping cost?

Painter's Loft give you free international shipping on all orders over $75. For orders under that amount we charge $4.95 per product.

Do you deliver to my country?

Yes, we ship internationally and shipping is free on orders over $50. Once you order you'll get your own tracking number emailed to you.

Do I get tracked shipping?

Yes. When your order has been dispatched, we'll send you an email with the tracking number and a link to the website where you can track it.

How long does delivery take? 

We ship worldwide using premium shipping, which reaches most customers within 7 to 14 business days. You get a tracking number and free insurance with every order.

What if I’m out when my order arrives?

If you're out when your package is delivered, your mail person will find a safe place to leave your parcel or will take it to the nearest Post Office. They will leave a card explaining how you can collect your parcel. 

Orders will be held at your nearest Post Office for 10 working days before being returned to us.

Don't forget to take the delivery notification (collection card, SMS, email) and some photo ID registered to your delivery address when you collect your order in person.

How will my order be packaged?

We carefully package your order by rolling the canvas around a tube so it can't bend or crease, then packing everything into a box. You can rest assured your items will arrive in pristine condition.

Where's my order?

If your parcel is more than 7 working days overdue, please email us at

Returns & Refunds

At Painter's Loft, we're not happy unless you are, which is why we offer a 90 day free returns policy. Learn more about our Returns Policy here.

Our Guarantee

When you shop with Painter's Loft, you can shop with confidence because you are covered by our 90 Day Satisfaction Guarantee. If you don't have a positive experience for ANY reason, we will do WHATEVER it takes to make sure you are 100% satisfied with your purchase.

We have a fantastic customer service team who are on hand to help. Please email us at if you need assistance.

Security and Privacy

What is your privacy policy?

Is it safe to order online?

Yes, it is completely safe to shop at Painter's Loft with your credit or debit card. 

When you click the 'Proceed to Checkout' button, you enter the secure section of the website. We promise to keep your name, address, credit card details and any other personal information you give to us completely secure. 

Our secure server encrypts all your personal information (including credit or debit card numbers name and address) before it is sent to us. We use encrypted SSL security to ensure that your credit card information is 100% protected.Your card details are presented directly to our bank for clearance.

What will it say on my card statement?

Your purchase will show up on your statement simply as 'Painter's Loft'.

What currency do you use for international orders?

Prices on our website should be listed in the currency of your current location. However, all charges are made in U.S. Dollars. The exact exchange rate that you will pay is determined by the bank that has issued your credit card.

Full terms of service

Customer Service

What do customers think of your products?

How do I contact Customer Service?

Just email us at

How do I return an item?

About Painter's Loft

The Painter's Loft Story

Find out more on our About Us page here

Why buy from Painter's Loft?

Find out what our customers say here.