Frequently Asked Questions

Schmincke Logo





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.

- 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?
We have included a photograph of the contents of each set on this website. Where possible a description of the contents is below the picture of the set. 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.

- Why are some products marked as In-Store Only
These products have been classified as dangerous goods for transportation purposes and we are unable to send them by the post or with our couriers.

- 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 7am to 5:00pm EST Monday to Friday and 6:30am to 2pm Saturday, excluding public holidays. We would suggest ringing after 9am to ensure a staff member can help you straight away.



Shipping within Australia

- 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 Australia Post, or Aramax couriers for oversize items, and it will generally take a couple of days for your order to reach you (longer in remote areas). Where possible we use Express Post to Western Australia to greatly shorten the delivery time.

- How are your products packaged?
Where possible we will package your products in the manufacturers protective packaging. Where this is not possible we take care to ensure all of your products are properly protected. We take pride in our packing; however, if your products do arrive in a totally unuseable form we will gladly replace them.



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.

New Zealand
For orders over $100 the shipping cost will be the same as for Australia (excluding bulky or very heavy items). For orders under $100 we will provide a shipping quote to you for approval prior to sending the order.

All Other Countries
We will provide a shipping quote to you for approval prior to sending the order. Generally, smaller items are quite cost effective to ship.

- 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. We may also suggest an alternative that may interest you.

- How much stock do you hold?
We hold a significant amount of stock accross all of the ranges of Schmincke products. 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 upon return.

- 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 return. 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, 7am to 5:00pm
Saturday, 6:30am to 2pm
Sunday, Closed
Public Holidays, Closed

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



Security

- How do you protect my details?
The Berlin Blue payment process is protected with SSL encryption to ensure you can shop safely.



Privacy 

- What is your privacy policy?
Berlin Blue 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.