Frequently Asked Questions
Join us and dive into a world of watercolor creativity, wherever you are.
Shipping
How soon will my order arrive?
All of our goods are meticulously handcrafted to order, and each piece requires at least one week to complete. We will arrange shipment within one week after your order is placed. Once your order is ready, it will be shipped via USPS, UPS, FedEx, or DHL. Please note that all orders take 6 business days to leave our workshop, regardless of the shipping method selected.
Domestic orders in Australia typically arrive within one week after shipping, if not sooner. International orders generally take 1–2 weeks to arrive, though occasionally they may be held in customs for up to a month.You will receive an order confirmation email shortly after placing your order. As soon as your package ships, we’ll send a shipping confirmation with a tracking link.
Are there any extra customs fees?
Your order may be subject to import taxes levied by your nation if you reside outside of Australia. At the point of sale, you can choose to pay taxes and customs in advance. Upon receipt, all charged customs duties will be your responsibility.
Each nation has its own laws.Important: You will not be eligible for a refund if you refuse to pay customs costs and your product is not delivered to you.
Is local pickup available?
We do! If you live nearby, you should see an option at checkout for local pickup. If you’re visiting from out of town, email us and we can make sure your order is ready when you’re here.
My package shows delivered but it's not here. What do I do now?
If your tracking information indicates that your package has been delivered, but you haven’t received it, we recommend first checking with your local post office. They may be holding it for pickup or arranging a redelivery. You can also print your tracking details and leave a note in your mailbox for the mail carrier, explaining the situation and requesting delivery. Sometimes packages are mistakenly left at a nearby address—your carrier may be able to locate it. Don’t worry—most missing packages are successfully recovered!
What should I do if my order arrives damaged?
Every order is meticulously crafted to survive the journey worldwide and arrive as a joyful surprise. Should your items sustain damage in transit, we're here to promptly arrange a replacement.
Orders, Returns & Payment
Do you offer discounts or sales?
Absolutely! To stay in the loop on all sales and promotions, we recommend signing up for our weekly newsletter and following us on social media.
How do toolkit and palette discounts work?
Yes! Purchasing an Art Toolkit with Tools entitles you to 20% off any of our standard palettes. The savings are automatically applied in your cart. A quick tip: the discount might not apply to the priciest palette, but you can simply try adding the items to your cart in a different sequence to adjust which one gets the deal.
Can I return the items I ordered?
We offer exchanges and refunds (less shipping fees) for any unused and in original condition supplies. Please note that this does not cover used products or specially discounted items. To start a return, please get in touch with our team.
What should I do if there is a problem with my product?
We’ll gladly replace any of our supplies free of charge if our craftsmanship or materials are flawed. Please contact us so we can assess the issue and its coverage. We cannot replace items damaged due to normal wear and tear, accidents, or improper use or care.
What payment methods are accepted?
We accept major credit and debit cards. Please note that we currently do not accept Vorkasse (bank transfer).
Supplies & Care
How should I clean my toolkit?
To maintain the beauty and durability of your walnut wood watercolor kit, follow this straightforward care routine. Consistent upkeep will shield the wood from moisture and preserve its pristine appearance. After each use, gently wipe the exterior of the box with a soft, slightly damp cloth to eliminate any watercolor or ink marks. Make sure the inner mixing areas are clean and thoroughly dry as well. Refrain from using harsh chemicals or silicone-based products.
How do I clean and care for my palette?
To clean your palette, begin by lightly dampening it with a brush and then gently wiping it down with a soft, lint-free cloth. For more stubborn or deeper-set stains, you can use a Mr. Clean Magic Eraser or a plastic eraser for effective removal. We also recommend periodically conditioning the magnetic surface by applying a thin, even coat of olive oil or a similar food-safe oil. Just like any valuable tool, your palette will maintain its performance and longevity with regular maintenance and proper care.
How can I preserve the functionality of my palettes' magnets?
Several things can demagnetize a magnet. Intense heat, blunt force (if the magnet is hit with anything), and proximity to another, stronger magnet. Be aware of the risks above to insure a long-lasting, functional magnetic surface for your stainless steel paint pans and Mixing Pans.
How do I refill my palette pans with paint?
Refilling your PicoKits palette pans with watercolor isn’t tricky, but there are a few things you can do to get beautiful results.
Start with a first fill up to the edges of the pan. After the paint dries, top it off with a final layer. You may notice that some paints dry with cracks. A second fill will smooth out the surface.
Some paints may shrink more than others as they dry. If you wet the back of any square that falls out or add a little fresh paint, it will help secure the pan. In the end, your results may be shiny or matte; all paints are unique! If you are preparing for a long trip and are following these steps, we recommend waiting several days for your pans to completely dry.
About Kits
How big is the mini watercolor set?
Our travel set is designed with portability in mind. When closed, it's remarkably compact, roughly the size of a standard smartphone. This smart design makes it your perfect companion for creating art anywhere—whether you're relaxing at home, inspired by nature, or on the go. For details of different products, please refer to the detailed sizing chart on our product description page.
How do I access my digital painting guide?
Don’t worry, you didn’t miss anything! The painting guide is provided in digital format. Inside your kit, you’ll find an instruction card with a QR code that you can scan to download it instantly.
We chose a digital guide so you can easily print it if you prefer a physical copy, or keep it on your phone or tablet for quick access while painting.
If you can’t find the QR code or have any trouble downloading the guide, just reach out to us and we’ll send you the link directly 💛
How can I contact you?
You can reach us via:
- Email: info@picoshop.com
Our Customer Service team is available Monday to Saturday between 9:00 am to 5:00 pm.
Is the set suitable for children?
Yes! The set is safe forchildren6 years and older, and it’s also loved by adults. Perfect for family creativity and outdoor painting sessions.
Is the watercolor paint washable from clothes?
Yes! The paints are water-based and washable. For best results, wash the garment immediately. If dry, soak it with water and mild detergent before washing as usual.