Frequently Asked Questions
Ordering & Payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Afterpay, Zip Pay, Apple Pay, Google Pay, and bank transfer. All transactions are processed securely.
Can I modify or cancel my order after placing it?
Orders can be cancelled within two hours of being placed, provided they have not already been packed. Please email us at [email protected] as soon as possible. Custom-made canvases and stretchers cannot be cancelled.
Do you offer wholesale or trade accounts?
Yes, we offer wholesale pricing for schools, art departments, and trade customers. Please contact us at [email protected] to enquire about setting up a trade account.
Shipping & Delivery
How much does shipping cost?
We offer a flat rate of $12.50 for standard shipping across Australia. Orders over $149.00 qualify for free standard shipping. Bulky and dangerous goods attract a flat rate of $35.00 due to special handling requirements.
How long does delivery take?
Standard delivery typically takes 3-7 business days depending on your location. Metro areas usually receive orders within 3-4 business days. Regional and remote areas may take up to 7-10 business days.
Do you ship internationally?
We currently ship within Australia only. For international enquiries, please contact us directly.
What are dangerous goods (DG)?
Certain art supplies such as aerosol sprays, solvents, turpentine, and flammable mediums are classified as dangerous goods for shipping purposes. These items attract a $35.00 flat-rate shipping surcharge and cannot be shipped via air freight. Delivery for DG items may take slightly longer as they travel by road transport only.
What are bulky goods?
Large items such as easels, large canvases, and stretcher bars over a certain size are classified as bulky goods. These attract a $35.00 flat-rate shipping surcharge due to their size and weight requiring special courier handling.
Returns & Refunds
What is your return policy?
We accept returns within 14 days of purchase with a valid receipt. Items must be in original, unopened condition. A 10% restocking fee applies. Custom-made products cannot be returned. Please see our full Refund Policy for details.
What if I receive a damaged item?
Please contact us within 48 hours of delivery with photos of the damage. We will arrange a replacement or full refund at no cost to you.
How long do refunds take to process?
Once your return is received and approved, refunds are processed to your original payment method within 5-10 business days.
Products
Are your products genuine?
Absolutely. The Sydney Art Store is an authorised stockist for all brands we carry. We source directly from manufacturers and official distributors to guarantee authenticity and quality.
Do you offer colour matching or advice?
Yes! Our team are practising artists with extensive product knowledge. Feel free to contact us for recommendations on colours, mediums, surfaces, or any art supply questions.
What brands do you stock?
We stock over 50 premium brands including Winsor & Newton, Daniel Smith, Golden, Liquitex, Schmincke, Sennelier, Old Holland, Langridge, Art Spectrum, Arches, Canson, Fabriano, and many more. Browse our full range online or visit us in store.
Custom Canvas & Stretchers
Can I order custom-sized canvases?
Yes! We manufacture custom canvases and stretcher bars to your exact specifications. Visit our Custom Canvas page or contact us with your requirements for a quote.
How long do custom orders take?
Custom canvases and stretchers are typically ready within 5-7 business days. Larger or complex orders may take longer. We will confirm the timeframe when you place your order.
Store Information
Where are your stores located?
We have two physical locations in Sydney. Our main store and warehouse is located at 7B, Ground Floor, 49/59 O'Riordan Street, Alexandria NSW 2015. Please check our website or call us on 0431 001 129 for current opening hours.
How can I contact you?
You can reach us by email at [email protected] or by phone on 0431 001 129. We aim to respond to all enquiries within 1 business day.