FAQ´s

Ordering
Shipping
International Orders
Items out of stock
Returns
I need to Speak to someone
Security
Privacy

Ordering

- Do you have a minimum value for an order?
We do not have a minimum order value. You may order as little, or as much, as you like.

- Explain about the 5 sheet minimum on large papers.
We have a 5 sheet minimum on large single sheets of paper. You may mix and match any brand of paper to reach the 5 sheet minimum. A large sheet of paper is anything above A3 size (420 x 297mm or 16.5 x 11.7 inches). The five sheet minimum is in place to find a balance between the increased cost of shipping large papers and not requiring artist´s to bulk buy.

- Are your prices the same online, by phone and in-store?
Yes, we only have one price regardless of whether you wish to shop on-line, in-store or by phone.

- How do I know what is in a set?
Where possible we will endeavour to place a photograph of the contents of a set on this website. You can also call 02 4957 1050 to speak to someone. However, please be aware that most manufacturers will reserve the right to change what goes into a set without notice. Generally, this will be substitution of some colours.

- Can I order by phone as I want to speak to someone?
Yes, you can certainly speak to us before you order. Our phone number is 02 4957 1050 (+61 2 4957 1050 International). We are open from 6am to 6pm EST Monday to Friday, 6am to 2pm Saturday and 6:30am to 11:30am Sunday. We would suggest ringing after 9am to ensure a staff member can help you straight away.



Shipping

- How much does it cost?
We have a four tier scale for shipping within Australia.

Order Total Rate
$0.01 to $100.00 $9.95
$100.01 to $200.00 $12.95
$200.01 to $299.99 $14.95
$300.00 and over Free


- How long does it take?
Australia - we ship orders via Fastway Couriers or Australia Post and it will generally take a couple of days for them to reach you (longer in remote areas).

- How are your pastels packaged?
Where possible we will package your pastels in the manufacturers protective packaging. Where this is not possible we take care to ensure all of the pastels are properly protected. Due to the ´soft nature´ of soft pastels there will occassionally be some slight crumbling on the end of the pastels or a clean break along the length of the pastel etc. This is considered normal and will not effect use of the pastel. However, if the pastels do arrive in a totally unuseable form we will gladly replace them.

- How is your paper shipped?
Paper is shipped flat to ensure that it arrives in the best condition.



International Orders

- Do you accept international orders?
Yes, we do accept international orders.

- What are the shipping costs?
The shipping cost for international orders will depend on the country and the weight of the order. We will provide a shipping quote to you for approval prior to sending the order. Generally, shipping large papers is expensive but shipping for pastels is reasonable.

- What about duties and taxes?
We will only charge you the quoted price for shipping the order, we do not collect duties or taxes in your country. If there are any duties or taxes payable in your country then you would need to attend to these. Examples of these may include an import duty or a consumption tax.



Items out of Stock

- What happens when an item is out of stock?
We will contact you prior to shipping the order if there are out of stocks. If we have an estimated arrival date for the stock we will advise you and provide the option of waiting or sending what is available straight away. We can also backorder items and send these to you when they are available, you would not be charged additional postage for this.

- How much stock do you hold?
We hold a significant amount of stock accross all of the ranges of pastels and papers. In general it is more than enough to cater for normal purchases. However, there are times when we will be out of stock of some items due to them not being available, an unusually large purchase or being in transit etc. We will try to provide as good an estimate as possible as to when the items may become available again.



Returns

- Can I return an item?
Yes. If the item was not what you were expecting or if you are dissatisfied with it we will gladly refund or exchange the item.

- How do I return an item?
All you need to do is contact us, provide us with your invoice number or other details and let us know what items you would like to either refund or exchange. We will then let you know how to return the item. When you return the item to us please ensure it is in the original packaging and not damaged.



I need to Speak to someone

- Do you have a retail store?
Yes, we are located with the Adamstown Newsagency at:
259 Brunker Road
Adamstown
Newcastle, NSW, 2289, Australia.

Our opening hours are:
Monday to Friday, 6am to 6pm
Saturday, 6am to 2pm
Sunday, Closed

- How can I contact you?
You can phone or fax us on 02 4957 1050 (+61 2 4957 1050 International) or send us an email.



Security

- How do you protect my details?
Softpastels.com.au payment process is protected with SSL encryption to ensure you can shop safely.



Privacy 

- What is your privacy policy?
Softpastels.com.au takes your privacy seriously. We only collect the information necessary to process your order. This information will not be shared with or sold to anyone else.

 

 

 

 

 

Pastels
AS Soft AS Extra Soft Blue Earth
Conte Generals Girault
Holbein Nupastel Pan Pastels
Rembrandt Schmincke Sennelier
Unison    
 
Oil Pastels
Cray Pas Sennelier  
 
Paper
Ampersand Colourfix Fisher 400
Hahnemuhle Mi-Teintes Mi-Teintes Tex
Pastelmat Sennelier UART Premium
 
Pastel Pencils
Bruynzeel Carbothello Conte
Derwent    
 
Other
Blenders Charcoal Primers
Sofft Tools Storage  
 
 
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