Frequently Asked Questions
How is my order going to be delivered?
Small orders like knobs, books, fan decks, brush outs and sample pots we use Australia Post. Larger orders are delivered by a courier or freight transport company.
How long will my order take to arrive? Are there lead times for some products?
Most orders would be despatched within 3-5 working days.
Please allow 5-10 working days for delivery of paints. Wallpapers may take up to 4 weeks depending if the product is available in Australia or is required to be ordered from overseas.
Paint products are generally kept in stock, so will be despatched as soon as received. At busy times, or due to cirumstances out of our control please note a despatch time of 3-5 days may apply. This would include time for the order to be processed here, tinted if necessary, packed and shipped.
We always phone if there is an unreasonable delay, for example if a custom order is required. You should expect a little longer for delivery in some country areas, as goods are shipped to a depot and then delivered by a local contractor.
What if no-one is at home to receive my order?
Orders are generally left at your address if no-one is home, however this can vary between couriers. If you are concerned about security, please fill out the delivery instructions when placing the order. No liability will be accepted by Black Pebble or the carrier if goods are removed or stolen.
What happens if I don’t like the paint colour I've chosen?
Whilst every care is taken to represent colours as accurately as possible on our website, it is NOT RECOMMENDED that you choose colours from looking at a computer screen or monitor. Computer screens do not accurately represent colours and should be used as a guide only. Always choose colours from our hand painted fan decks or bookmark brush-outs, or order a sample pot to check the colour prior to placing a large order for paint.
We do not refund or exchange tinted paint.
Can I return my paint product?
We are happy to refund or exchange untinted paint only (such as undercoats and clear finishes). The paint must be returned to us within 15 days from the date of delivery. Please be careful when choosing your colours as there is no exchange or refund on tinted paints.
All items should be returned in original condition, unopened and undamaged. We will only accept items that meet these standards.
Please contact us to advise that you will be returning your item. After you have contacted us, please post your parcel to us at 278 George Street, Windsor NSW 2756, so that it arrives inside of 30 days from your original date of purchase. We strongly recommend using protective packaging and a tracked delivery service as we cannot provide credit for items that arrive damaged or are lost in transfer or otherwise do not arrive.
Please note, that Returns & Exchange may take up to two (2) weeks to process. The cost of returned goods will be refunded to the credit card payment was made from. Delivery and handling costs will not be refunded. Costs incurred in returning goods have to be bared by the customer.