​1. Where do you ship from and how long does delivery take?​​

We ship from multiple warehouses in the US, Europe, and China to ensure fast delivery. Standard orders typically arrive within ​5-10 business days. Made-to-order custom kits require additional processing time of ​7-14 business days​ before shipping. Please check the product page for specific timelines.

​​2. Do you offer free shipping?​​​

Yes! We are pleased to offer ​free standard shipping​ to the United States, Canada, the UK, Australia, and most European countries. Shipping fees for other regions are calculated at checkout.

​​3. How can I track my order?​​​​​

Once your order ships, a tracking link will be sent to your email address. You can also track your order by logging into your Kallolux account and viewing your order history.

​​4. Do I need to pay any customs or import duties?​​​

No. The price you see at checkout is the final price you pay. Kallolux covers all applicable taxes and fees, so you will never be asked for extra money upon delivery.

​​​5. What is Package Protection?​

Package Protection is a small insurance added by default to your order (less than 0.98forordersunder100). It covers your kit against loss, damage, or theft after delivery. You may opt out, but please note we cannot be liable for any transit issues if you do.

​​​5. What is Package Protection?​

Package Protection is a small insurance added by default to your order (less than 0.98forordersunder100). It covers your kit against loss, damage, or theft after delivery. You may opt out, but please note we cannot be liable for any transit issues if you do.

​6. What is your return policy?​​

We accept returns of unused, unopened kits in their original packaging within 14 days of delivery. Custom kits and framed canvases are final sale and cannot be returned due to their personalized nature. Customers are responsible for return shipping costs.

​7. My order arrived damaged. What should I do?​​​​

Please contact us immediately at ​support@kallolux.com.​ If you had Package Protection, we will send a free replacement. Without protection, we cannot assist with transit-related damage.

​8. Can I cancel or change my order?​​​

You may request to cancel your order within 24 hours of purchase by contacting us. Unfortunately, we cannot cancel orders that have already entered the production or shipping process.

​9. I entered the wrong shipping address. What now?​​​

It is the customer’s responsibility to provide a correct address. If a package is returned to us due to an incorrect address, we can reship it for an additional fee. Please double-check your information at checkout.

10. What is included in a Kallolux kit?​​

Every standard kit includes:

• 1x pre-printed, numbered linen canvas

• 1x set of numbered acrylic paints

• 3x high-quality paint brushes

• 1x reference guide

• 1x color guide

• 1x set of hanging hardware

​​11. I ran out of a paint color. What do I do?​​

We provide ample paint, but if you run out, we’ve got you covered! Contact us within 60 days of receipt, and we will send you a free refill for the required colors.

​12. The canvas has wrinkles/small dents. Is this normal?​​

Yes. Canvas can develop minor wrinkles during shipping. These can be easily removed by ironing the back of the canvas on a low setting (with a cloth barrier) or by stretching it onto a frame.

​13. The finished painting looks different from the website image. Why?​

Our product images show the original artwork. Your kit is a paint-by-number conversion of that art, which will have the same essence but may differ in specific details and color shades due to the process.

​14. Some numbers are hard to see or missing.​​

If you find any areas difficult to read, please contact us. We will happily provide a high-resolution PDF guide to help you complete your masterpiece.

 

​15. What should I expect from my custom paint-by-numbers kit?​​

Our custom kits are incredibly popular, but it’s important to set the right expectations:

• It is not an exact photocopy.​​ Your painting will beautifully resemble your photo but will have an artistic, painted quality.

• ​Color matching:​​ A photo has thousands of colors, but we reduce it to a palette of 24-36 colors. Our software expertly matches colors for the best result, but some shades may be similar, not identical.

• For the best outcome, please follow our image guidelines when uploading your photo.

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16. Is my payment information secure?​​

Absolutely. Our checkout is secured with SSL encryption, and we are fully PCI DSS compliant. We never have access to your full card details; we can only see the last four digits for verification.

​17. What payment methods do you accept?​​

We accept all major credit/debit cards (Visa, Mastercard, Amex), PayPal, Apple Pay, and Google Pay.

18. My payment is being declined. What’s wrong?​​

First, ensure your card details are correct. The issue is often that your bank is blocking the transaction for security reasons. Please contact your bank to authorize the purchase or try using a different payment method like PayPal.

 

19. What should I do before opening a payment dispute?​​​

We strive for 100% customer satisfaction. If you have any issue with your order, please ​contact us directly​ at ​support@paintbynumber.com​ before initiating a bank or PayPal dispute. We are always here to help and find a solution.

​20. I have a question that isn’t answered here.​​

No problem! Our friendly customer support team is ready to help. Please email us at ​support@paintbynumber.com​ and we will get back to you as soon as possible.