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, Get In Touch Via Email At [email protected].
At PaintWoola, The Health And Happiness Of Our Customers Are Our Top Priority. Please Know That We Are Taking The Threat Posed By COVID-19 very seriously and have precautions to protect you.
COVID 19 Update
We Closely Monitor The Advice From the Centres For Disease Control (CDC) And The World Health Organization (WHO). We 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 Minimize The Impact Of This Crisis On Our Customers. Still, There Is A Possibility That We Will Encounter Delays Or Disruptions In The Availability Of Stock And Shipping. We'll Try To Work Through The Best Way Of Handling This Unprecedented Situation.
About Our Painting Kit
Does the painting come framed?
Our Paintings Don't Come Framed.
To Include A Frame With Your Kit, Just >>> CLICK HERE >>> And Add Your "Wood Frame" To Cart.
How do I assemble the frame?
Below Are The Instructions On How To Assemble The Frame And Stretch The Canvas:
1. The Wooden Frame Sets Include 2 Long Strips And 2 Short Strips. Attach The Corner Edge Of A Long Strip With A Short Strip. Do The Same With The Remaining 2 Pieces.
2. Next, Align The Dark Edge Line Of The Canvas Pattern With The Edge Of The Frame.
3. Secure The Canvas To The Frame Using Thumbtack Or Staples. Apply Thumbtacks On All Sides Of The Frame
4. Lastly, Secure All Corner Edges With Thumbtacks
Is the paint oil or acrylic?
We Are Using Acrylic Paints
Do I need to prime the canvas?
You Do Not Have To Prime Your Canvas For Acrylic Paint. Some Of Our Customers Use Clear Gesso, But This Is Optional.
Shipping and Delivery
Where are you located?
Our main office is in Hong Kong, and we manufacture and ship directly from our warehouse in Shenzhen.
How much does shipping cost?
PaintWoola Gives You Free International Shipping On All Orders
What is the status of my order?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped, we will send you another email and the link to track your order.
Or, you can track the status of your order from the "order history" section on your account page on the website.
How long does delivery take?
We Ship Worldwide Using Premium Shipping, Which Reaches Most Customers Within 10 To 15 Business Days. You Get A Tracking Number And Free Insurance With Every Order. But You May Meet Delays Due To The COVID Restriction.
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.
Can I change my order?
We can only change orders that have not been processed for shipping yet.
Please contact support by submitting your request via the "contact us" form to make changes to your order.
How do I cancel my order?
You can email or call customer support if you wish to cancel your order.
How do I add or remove products after placing my order?
Once you have placed your order, you cannot modify the website.
Don't hesitate to contact our customer support team through the 'contact us form for any order modification.
How do I track the progress of an order?
Once your order has been shipped, you will receive an email or a Text notification with details of the order. You can track the shipment by clicking on the link provided in the email.
Can I change my delivery address after I have placed my order?
If your order has not been shipped, we can deliver it to a different address as you requested. You can contact us through the 'contact us form to know further.
Security and Payment
What will it say on my card statement?
Your Purchase Will Show Up On Your Statement Simply As 'PaintWoola.'
What currency do you use for international orders?
Prices On Our Website are In Your Local Currency. All Charges Are Made In U.S. Dollars.
Is it safe to use my credit/debit card on this website?
Yes, It Is Completely Safe To Shop At PaintWoola 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 us completely secure.
We Use Encrypted SSL Security To Ensure Your Credit Card Information Is 100% Protected. Our Secure Server Encrypts All Your Personal Information (Including Credit Or Debit Card Numbers Name And Address) Before It Is Sent To Us. Your Card Details Are Presented Directly To Our Bank For Clearance.
Are there any hidden costs?
There are no hidden costs or additional shipping charges. The total price mentioned on the product page next to the photograph is the final price. What you see is what you pay.
Return & Exchange
Do you accept returns or exchanges?
Yes, we do accept returns subject to fulfillment of the following conditions:
- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 30 days of delivery.
Please contact support by submitting your request via the "contact us" form to request a return. A member of our support staff shall respond as soon as possible.
Are returns free?
Yes, We'll pay the return shipping costs if the return results from our error (you received an incorrect or defective item, etc.).
How long should I expect to receive my refund?
You should expect to receive your refund within two weeks of giving your package to the return shipper. This period includes the transit time for us to accept your return from the shipper (10 to 15 business days), the time it takes us to process your return once we receive it (1 business day), and the time it takes your bank to process our refund request (1 - 3 business days). However, in many cases, you will receive a refund more quickly.
How do I make a return?
Please contact support by submitting your request via the "he "contact" us" form to request a return. A member of our support staff shall respond as soon as possible.