Shipping & Returns Policy

Shipping and delivery

How long will dispatch and delivery take? 

Your order will be dispatched within 2-4 business days, this may vary during peak sales periods, (so best to allow some extra time during the busy seasons, we’ve got lots of parcels to pack!)

How do I track my order?

Your delivery will follow Australia Post and Star Track delivery timelines. You’ll receive your tracking info as soon as your parcel has been picked up by one of our couriers.

How are your shipping rates calculated?

We ship through the following carriers:

  • Australia Post (for standard items)
  • StarTrack Express (for bulky items)

Our shipping rates are calculated based on the size and weight of the items in your cart. Our system returns live shipping rates from Australia Post and Star Track Express, to make sure it’s fair for everyone. To get a quote you can add your items to the cart, visit the checkout and pop in your delivery address.

For Australia Post you can choose from the below options:

  • Australia Post eParcel – Parcel Post with Signature
  • Australia Post eParcel - Express Post with Signature

Bulky items such as our canvases and easels are shipped through Star Track Express.

How will my items be delivered?

Depending on the size of the items in your order, your order will be delivered by either Australia Post or StarTrack Express. Either way, you’ll receive your tracking info as soon as it’s been picked up by our couriers.

Where do you ship from? Do you ship internationally?

We ship all orders from Mont Marte HQ in Murarrie, Brisbane.

At this time, we only ship to addresses within Australia.


Website returns:

We have a 21-day returns policy

Here at Mont Marte, our business is to supply the tools, so that you can create.

When it comes to purchasing online, we get it, you can’t touch or feel the product and we know that purchasing gifts can be tricky work too.

So, we’ve made it easier, with a 21-day return policy. 


You can return an item/s, including change of mind purchases, provided that the item/s are:

  • Returned within 21 days of receiving the order
  • As new, have not been used or opened, have all original packaging and tags, and seals intact
  • In good resaleable condition
  • Not damaged in any way

Online return questions

How do I return an item/s?

Visit our online return portal  and complete the fields to submit your return.

  1. You will be shown the freight cost for your return to be paid.

  2. Once submitted, you’ll be able to choose:

A. To have your unique barcode emailed to you.

Simply box up your item/s and take them, alongside your barcode to any Post Office where the team will then print the return label for you.

B. To print your label at home.

Simply box up your item/s and take them, alongside your barcode to any Post Office

Then, pay the freight cost, keep a copy of your tracking advice and your return will be on its way back to us.

What if my product is faulty?

If you find a fault or an issue with your new product, please contact us within the first 21 days of receiving your product, so that we can get onto that, pronto. Email us, including a photo of the fault to – or give us a call on 1300 CREATE (1300 273 283).

My item/s is faulty, why do I need to take photos?

If the product is faulty, please include images in your email, showing us the problem. If we can clearly see the fault from your photos, then we will send you a replacement. If not, we may ask that you return the products, so that we can examine them for faults.

My product is faulty, how long will it be before I receive a refund?

Once a return has been approved, we will organise the return of the goods. In the case of faulty goods, we 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 21 working days.

Let us know:

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

I received the wrong product/something is missing from order, what do I do?

In the unlikely event that a product in your order is incorrect or missing, please contact us within 21 days of receiving your order, either via email at - or by calling 1300 CREATE (1300 273 283).

Can I exchange my product for something else?

At the moment, we aren’t offering exchanges. You can return your item for a refund, as per our returns policy and place a new order for the product you’re after.

I've changed my mind, can I receive a refund?

You can return an item/s, including change of mind purchases, provided that the item/s meet the conditions of this policy and are returned within 21 days of receiving the order. Unfortunately, if your returned item/s 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.

What if my return has gotten lost in the mail on its way to you?

Unfortunately, returned item/s are your responsibility and we are not liable for damage to or for the loss of the item/s being returned. If the item/s is not received by us, you will not be eligible for a refund. We encourage you to keep a record of the tracking advice, until the return has been received, accepted and processed by our team. 

My item is too large to return via Australia Post. What’s the best way to return large items?

If your item is too large to return via Australia Post, we recommend using a more affordable courier like Sendle to ship products back to us. Check out Sendle and their shipping calculator here 

Will you pay for my return?

You are responsible for the cost and risk of returning goods, including the cost of return shipping. The original postage and the return postage costs will not be reimbursed for a change of mind return. 

I used a product, not as intended and it caused damage, will you cover this?

Art supplies have different and varied uses, because of this, Mont Marte 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 its intended use.


Store purchases and other returns

I’ve purchased your products at a store, can I return it to you?

Purchased your items from one of our stockists? No problems!

Return the item, along with your receipt/proof of purchase (such as a bank statement or online bank screenshot showing the purchase), to the store you purchased the item/s from.

Store policies vary, so we recommend calling the stockist you purchased the item/s from first, to find out whether you qualify for a refund or an exchange.

Need help finding the store? You can use our stockist locator tool.

For Amazon returns, you’ll need to contact the seller and follow Amazon’s returns process.

I purchased your products at a store when I was on holidays, can I send it back to you?

If the store you purchased your item/s from is not local to you, we recommend giving the store a call to discuss your options. Sadly, we can’t accept returns from products purchased at retail. ☹

I can’t get in contact with the store I bought my items from

You can contact us, and we can provide you with the store’s contact details.

Help! My stockist won’t accept my return

We recommend checking your return request is covered by Australian Consumer Law.
If it does, ask the stockists what their policy is for returns/exchanges.

If you do not have an original receipt, ask your stockist if they’ll accept your payment transaction (such as an online bank screenshot of the purchase) as proof of purchase.

We recommend getting in touch with your stockist as soon as you can, as policy timeframes vary.