FAQ

Please see the following frequently asked questions to assist your enquiry. If you are unable to find the information you are after please contact us on the phone, in-store or via LiveChat. 

Our contact details can be viewed here

General

To place an order online, you simply need to select ‘Add to Cart’ for the items you are after, and then click ‘Checkout Now’ or the shopping cart icon in the right-hand upper corner. You can then choose to checkout as either a guest or log into your account. 

Once your details have been entered and payment has been completed, you can select ‘Confirm & Process Order’. You will then receive a confirmation email to your entered email address with an overview of your order.

Your order will then be received by our team, who will pick and pack your order. Once dispatched, you will receive an email with the tracking details.

Unfortunately, once an order has been processed, it cannot be cancelled. You are welcome to return the item once received in accordance with our returns policy.

We do! We are located at 475 Warrigal Rd, Moorabbin, VIC 3189.

Our opening hours are 9 AM - 5 PM Monday - Saturday and 10 AM - 4 PM Sunday.

 

To redeem your gift voucher you will need to complete the following steps:

  1. Set up an account on our website
  2. Once you have added your items to cart, you can then press the 'checkout now' button which will take you through to the checkout
  3. Add your shipping details
  4. Under step 3. Payment details, click + Redeem Voucher
  5. Add the voucher code and secret key in the assigned boxes
  6. Press redeem voucher
  7. In the apply credit section, type in how much of the voucher you would like to apply (e.g. $30.00)
  8. Press confirm & process order

At Art Shed, we are always sourcing and adding new products to our ranges. If you do not see a specific product please contact our team to see if we can source this, or help you find something similar!

We do not currently accept Creative Kids Vouchers as it is a NSW initiative and we are based in VIC.

Yes! We offer accounts for Primary and Secondary Schools, Universities and Colleges. Please email customerservice@artshedonline.com.au if you would like a credit application form.

Art Shed is a retail store so we are unable to offer wholesale pricing. 

 

We offer both options for online orders only. 

ZipPay does not require a minimum purchase amount and further information can be viewed here.

AfterPay requires a minimum purchase amount of $70, further information can be viewed here.

Our delivery estimates for stock are dependent on our suppliers and shipping carriers. We recommend clicking the ‘Notify Me’ button on the product page you are after so you will receive an email as soon as we receive stock back in.

As we have a physical store as well as online, there are rare circumstances whereby stock discrepancies can occur. If this does happen and your order cannot be completed in full, a member of our team will be in contact within 24 hours to have this resolved.

Some of our larger canvases have a minimum ordering quantity of 2 to heavily reduce the risk of damage in transit. If you just need 1 canvas of this size and are based in Victoria, you are welcome to contact us directly to arrange a click & collect order, or a Metro Melbourne courier.

Pre-Covid, our store loved doing in-store demonstrations, however due to capacity restrictions and safety concerns for our staff and customers, we have had to temporarily stop these.

We will be starting them again in future, so if you would like to be notified of when we get these demos back up and running again, you can sign up to our email list on our website. In the meantime, be sure to check out our Blog, YouTube, TikTok, Instagram, and Facebook for digital demo’s, inspiration, how-to’s, and tips and tricks.

We love keeping our creative customers in the loop with all things Art Shed! We would recommend signing up for our mailing list here. 

And following our social media pages:

Facebook: @artshedonline

Tiktok: @artshedonline 

Instagram: @artshedonline 

YouTube: Art Shed

Pinterest: @artshedonline

As a valued customer, your feedback matters. By leaving a review you’re helping fellow creatives make an informed decision about their purchases, as well as helping us provide the best service possible.

You can leave a Google review for Art Shed by clicking this link: https://search.google.com/local/writereview?placeid=ChIJC5N7SHZs1moRJPE78tyV_iw

Alternatively, reviews can be left on specific items by going to the product page on our website > Reviews > ‘Write a Review’. If you would like to provide any feedback directly to our team, we are available via email, LiveChat and phone.

If you have a school account set up with us you can email purchase orders to us at customerservice@artshedonline.com.au or alternatively you can place them online using your account. 

 

To place an order online you will need to log in, add the items you are after to cart and then select ‘bank transfer’ as the payment method when checking out. It is also best to email us after you have completed this process and we can provide an ETA of arrival and ensure it gets processed as soon as possible.

 

In rare cases, suppliers will update or change the appearance of their packaging and unfortunately, at times, there can be a delay with updating this on our website. We do try our best to have the most up to date packaging pictured. If you did want specific packaging for an item it is best to check with our customer service team prior to purchase. 

Any changes to an actual product will be updated as a priority, and we can assure you that even if packaging may appear different, the product will be the same.

 

Our packing team does their best to reuse as many of our empty product boxes as possible to pack and dispatch orders. Therefore, unfortunately, we cannot guarantee canvases will be sent in the original size packaging as we receive these in bulk in cartons. If you do want to ensure you get the same packaging size as the canvas we would recommend purchasing a full box quantity from the Mont Marte Professional Series range.

If you would like to reuse the packaging you receive your order in for your own business, you are welcome to do so, though we are unable to forward any special packaging requests to the warehouse team. 

If you would like further information on how your order will be packaged, please see FAQ ‘How will my order be packaged?’ 

 

Our range of stretched canvases come in a Signature/Studio range and the Premium/Professional range. 

 

The Signature/studio range is perfect for students and beginners, or those after a budget-friendly option. 

 

The Premium/Professional range is a great option for artists or those after a higher quality canvas.

 

Both the studio and professional range comes in a Single or Double Thick profile which will determine how far the canvas sticks out from the wall when hung. The single thick will sit more flush/ closer to the wall, while the double thick has a far more distinct and bold presence and appears to “jump out” from the environment with its thicker sides. 

We also sell shaped canvases, canvas panels and wooden boards.

Check out our blog here on how to choose the perfect canvas for you!

Gift vouchers are for use at Art Shed Online/ Art Shed Moorabbin Only.

Please note that we do not offer refunds for gift vouchers for change of mind or mistake orders.

Shipping

Shipping costs are dependent on the weight of your order, your location and the shipping carrier. You can calculate shipping for a particular item by selecting ‘Calculate Shipping’ on the item page and entering the quantity and your postcode. 

 

If you are after multiple items, you can add items to your cart, select the shopping cart icon and then calculate shipping.

Orders placed prior to 11 AM AEST Monday - Friday will be dispatched from our Melbourne store the same day. 

Please note the following:

  • VIC public holidays may affect delivery periods. If your order is very urgent please contact us to check if this will be a factor. Orders placed on a weekend or public holiday will be sent on the next business day.
  • If in the event an item is out of stock, a member of our team will contact you within 24 hours.
  • Same day dispatch does not mean same-day delivery. Delivery times will vary depending on your postcode. 
  • During sale periods the 11 AM guarantee dispatch may be affected

We know you want your Art Supplies in your hands as soon as possible, so Art Shed Online have partnered with Australia Post and Star Track Express to deliver your parcel fast and efficiently.

Eparcel Standard: This is the most commonly used postage method. We receive special rates with Australia Post, and therefore are able to pass on those rates to you! These rates are calculated at checkout based on the size and weight of the items ordered.

Eparcel Express: The Express Post delivery network provides the fastest possible delivery.

 

Startrack Bulky Freight Delivery: If your order includes bulky items, it will need to be shipped via a courier service - we use Startrack express for all of our bulky freight. Bulky typically refers to items over 22kgs, or larger than 100cm. Please note bulky freight courier service fees can be higher than standard post charges.

Same/next business day courier: Please note this service can be arranged for Melbourne Metro addresses only. If you would like a quote for this service, please contact our team directly via phone, email or LiveChat.

Delivery times are completely dependent on the shipping carrier - the following are estimates only: 

Metro Melbourne: 2-4 business days

Regional Victoria: Up to 5 business days

NSW, QLD, SA, TAS, WA, NT: 3-10 business days depending on lodgement and destination points.

 

Please note ‘days’ refers to business days/working days, therefore, does not account for weekends or public holidays.

Yes, our store Pick Up is an available delivery option for Victorian Customers Only. Please allow 1-3 business days for the preparation of your order for Click & Collect. 

 

You will be notified by our team when your order is ready for collection. Please note if you arrive before you are notified, it may not be ready to collect.

 

  • You will be notified via phone call or email when your order is ready to collect.
  • Our Online team works Monday - Friday. Orders placed on a Friday, Saturday or Sunday will be processed on the following Monday. 
  • Pickups are only available during store business hours.
  • Orders must be collected from the store within 4 business days from the date of collection notification unless other arrangements have been made with the store. 
  • If you are unable to collect from the store within 4 business days, please contact the store before placing the order, or elect to pay for the delivery of the order.
  • If your order has not been collected within 4 business days, Art Shed staff will contact you about the collection of your order. Art Shed reserves the right to cancel and refund the full amount paid in the event an order is not collected.
  • Upon arriving in our store Carpark to collect your order, please call our team on 9551 9271, and quote your name and order number. Our team will then bring your order out to you.

We are currently NOT shipping internationally due to extreme international parcel delivery delays as a result of Covid-19. We will resume posting internationally once the networks recover. We have resumed shipping to New Zealand only as services have stabilized.

If you would like to be notified of when we reopen International Shipping, you can sign up to our mailing list, as this is how we like to keep our customers in the loop with updates on the store.

You will receive an email with tracking information once your order has been dispatched from us. Alternatively, you can enter your information here for tracking details.

You can also contact our customer service representatives for assistance.

 

For orders sent via Australia Post, a signature is required unless authority to leave has been left as delivery instructions on your order. 

Whether the order can be left in a safe place or not at your nominated address is completely up to the discretion of the delivery driver, unfortunately, we have no control over this. 

 

Delivery drivers will not leave the parcel at your nominated address under the following conditions:

  • The front of the property is near the street in view of passers-by
  • The location is not protected from the weather
  • The driver would have to leave their bike unattended or out of sight 
  • They are uncertain if there are dogs present or a pet that may interfere with the parcel
  • It’s an apartment where we only have ground level, common area access
  • The driver feels that the parcel will be unsafe due to other factors

If the driver deems your shipping address unsafe to leave, they will take it to a local post office for collection.

For orders sent via StarTrack, if you are not home at the time of delivery, a slip will be left and you will be able to arrange re-delivery for a more suitable time.

We are taking steps to be as environmentally friendly as possible, and try to use eco-conscious recycled boxes and internal packing wherever possible. We actively try to reduce waste by using minimal packaging while still ensuring your products arrive safely. This includes salvaging excess cardboard, boxes and mailers, that we shred and use a protective filler for your order. Some larger products are also pre-packaged by our suppliers, and in such cases, we do not add excess packaging to reduce excess waste and double handling, and ultimately reduce our environmental footprint.

Unfortunately, we are unable to allow external courier companies to collect your order on your behalf. Please contact our online team if you are after a quote for shipping costs. 

Returns

We know it's hard to purchase online as you cannot touch and feel the product. Purchased a gift that’s not quite right? That's ok!

With Art Shed's 28-day return policy, you can return your items for a store credit (minus original postage paid), where you have changed your mind, provided that the item/s in question are: 

  • Returned within 28 days of receiving the order
  • As new, and has not been used or opened, and has all original packaging and tags, and seals intact.
  • In a resalable condition
  • Not damaged in any way

All we ask is that you post the items back to us unused, undamaged and in the original packaging. We cannot accept change of mind returns on items that come in sealed packages or boxes where the seals have been damaged or broken, or where the product has been used. 

Please let us know:

  • Your name
  • Your order number
  • Why you wish to return the product

Once your return is received and inspected by us (usually within 24 - 48 hours of receiving), your store credit will be processed.

Change of mind returns can be sent to:

ART SHED

475 WARRIGAL ROAD

MOORABBIN, VIC 3189

Art Shed Online cannot be held liable for damage to or the loss of items being returned. You will be responsible for the cost and risk of returning goods, including the cost of return shipping. We recommend using a registered post service to return your goods so that tracking can be used, and insuring high-value items that you return for a change of mind. If the item is not received by us, you will not be eligible for a credit or exchange. We encourage you to keep a record of the tracking advice until the return has been received, accepted and processed by our online team.

If your returned item does not meet the conditions of this policy, you will be responsible for the cost of receiving your returned goods back to your nominated address. The original postage and the return postage costs will not be reimbursed for a change of mind return.

Online order returns are preferred to be sent via post, however, they can be returned to our store between Monday to Friday, 9 AM to 5 PM.

Please note that our team may be unable to process a credit on the spot, as orders will need to be inspected by our online team prior to providing a store credit.

If an online order is returned in-store on a weekend, this will be inspected and processed the following Monday.

At Art Shed, we stand behind the quality of our products. If you find a fault or issue with your product, please advise us within a reasonable time frame, preferably within the first 28 days. Please advise us in writing at customerservice@artshedonline.com.au - or Free Call 1300 785 406

If the product is faulty, please include images in your email, so that we can clearly understand your concerns. We may not require the product to be returned prior to sending out a replacement to you if the issue is clear from your photos. If we cannot resolve your issue in this way, we will request that you return the products in question so that we can examine them for faults.

We will accept product returns and provide you with an exchange or refund where:

  • The product is faulty or is not of merchantable quality
  • The product is not fit for its intended purpose
  • The product does not match the sample or our description 

Once a return has been approved, we will organise the return of the goods. In the case of faulty goods, Art Shed will be responsible for any return postage costs. Once we receive the goods, they have been inspected and deemed faulty, you will receive your refund via your original payment method within 14 working days.

Let us know:

  • Your full name
  • Why you wish to return the product
  • Your order number

Due to the nature of art supplies products and their different and varied uses, Art Shed will not be held liable for misuse or incorrect use of a product for your creative project. We always recommend doing a small test of the product first to make sure it fits the intended use. 

In the unlikely event that something is wrong with the contents of your order such as a product is incorrect or missing, please advise us within 28 days of receiving your order so that we can investigate. Please advise us in writing at customerservice@artshedonline.com.au - or Free Call 1300 785 406

 

Parcels that have been unclaimed at the Post Office and are returned back to us will be refunded minus the original postage paid and will be charged a $10 processing/re-stocking fee. 

Marked down or clearance items are not eligible for Change of Mind Returns.

 

STORE

We do! Our other payment methods in-store include Visa, Mastercard and cash.

Creative rewards is an in-store membership program only. The creative rewards program offers special member pricing on particular products, early sales alerts, invitations to events and VIP email offers.

We do not currently offer framing at Art Shed.

Unfortunately, our store does not have a kiln and we are unable to offer this service.

 

Yes we can! Shipping will be dependent on the canvas size and your location but we can organise this for you in-store.

Alternatively, you are welcome to place an order online and select your desired shipping method.

 

Pre-Covid, our store loved doing in-store demonstrations, however, due to capacity restrictions and safety concerns for our staff and customers, we have had to temporarily stop these.

We will be starting them again in future, so if you would like to be notified of when we get these demos back up and running again, you can sign up to our email list here.

We also do have a community notice board in store where you are welcome to find classes of interest.