Questions we actually get asked about our Painting & Drawing range, in the order they usually arrive. If yours is not here, write to us using the address at the bottom of this page.

Ordering and the shop

Do you have a shop I can visit?

No. Aurinest Pavilion is online only — there is no physical store, studio counter or showroom to visit. Every order is packed and dispatched from our workspace in Jaipur, Rajasthan. Being online only is why we describe paper weight, piece count and coverage in as much detail as we do: you cannot pick the pad up and flex it, so the specification has to do that work.

Do I need an account?

No, you can check out as a guest. An account is only useful if you want your order history and saved addresses in one place.

Can I change or cancel after ordering?

Yes, before dispatch — which in practice means within the 1 business day handling window. Email us with the subject line Order cancellation or Order modification and your order number. Once a tracking number exists the order is on its way and can only be returned, not cancelled.

Paying

How can I pay?

Two ways: UPI before dispatch, or Cash on Delivery when the parcel arrives. We do not accept credit cards, debit cards or PayPal, and there is no card form anywhere on this site. Everything is priced in Indian rupees (INR).

Does Cash on Delivery cost extra?

No. COD carries no surcharge. It is available on serviceable PIN codes; checkout will tell you if yours is an exception, which happens on some remote codes and on unusually high-value orders.

Shipping

What does delivery cost?

Orders of ₹1,499 and above ship free. Below that, one flat charge of ₹59 covers the whole order. No handling, packing, fuel or remote-area fees are added.

How long will it take?

Handling takes 1 business day, then transit is 2 to 7 business days — roughly 2 to 4 business days to metro PIN codes and 4 to 7 business days elsewhere in India. Counting both, expect 3 to 8 business days from placing the order. Orders confirmed after 3:00 PM IST join the next working day’s queue.

How do I track it?

You get an email with the tracking number and link when the parcel is handed to Delhivery and DTDC. The courier also sends an SMS on the day of delivery. The number appears under My Orders and on our Track Your Order page. Tracking can take a day to start moving — that is normal.

Do you ship outside India?

No. We deliver within India only.

Returns, damage and what we guarantee

What is your return window?

You have 10 days from delivery. Goods must be unused, in original packaging with tags, and accompanied by the invoice. Approved refunds are processed within 6 business days to the original UPI ID or bank account. Full detail is in the Return & Refund Policy.

Is there a warranty on art materials?

There is no six-month or manufacturer’s warranty on the items we sell, and we do not claim one. What we do give is our own damaged-or-defective-on-arrival guarantee: if paint arrives leaking, a sketchbook arrives creased or waterlogged, a set is short of pieces, or the wrong item was sent, we replace it or refund you in full. Consumable art materials cannot sensibly carry a duration warranty — a pen that has been used for two months has been used, not failed.

Something arrived damaged. What should I do?

Film the parcel as you open it, and tell us within 48 hours of delivery with the video, photographs and your order number. That clip is what we use to claim against the courier, so it is worth the thirty seconds. Return shipping in this case is on us.

Using and storing the materials

How should I store paint pens and acrylics?

Flat, capped, out of direct sun, and away from the heat of a closed room in summer — heat is what dries a nib and separates an acrylic. Store pens horizontally rather than nib-down. If a nib feels dry after a long gap, prime it on scrap paper before deciding it has failed.

How do I stop paper buckling under a wash?

Match the paper to the medium. Thin sheets will cockle under a wet wash whatever you do; mixed-media and heavier stock hold it. Every product page states the GSM for exactly this reason. If you are working wet, tape the sheet down on all four edges and let it dry flat.

Are the piece counts on sets accurate?

Yes — we count sets during handling, before they go into the carton, and we list the count as published by the manufacturer. If a set reaches you short, that is a missing-on-arrival case: film the unboxing and tell us within 48 hours.

Talking to us

How do I get support, and how fast do you reply?

Email is our support channel. We reply within one working day during Monday – Saturday, 10:00 AM – 7:00 PM IST. Closed on Sundays and public holidays. Please include your order number.

Who am I buying from?

Aurinest Pavilion, a sole proprietorship in Jaipur, Rajasthan, trading online as Aurinest Pavilion.