We understand it can be disappointing to open a box of pastels or crayons and find that some pieces have snapped during transit.
Soft pastels, oil pastels, crayons, charcoal, conté sticks, and similar materials are naturally fragile.
While we do our best to pack these materials carefully, clean breaks can still occasionally happen in transit.
In many cases, a pastel or crayon snapped into two or a few large pieces can still be used normally, as the material itself is unchanged, fully usable, and no material has actually been lost. Many artists naturally work with smaller sections or broken pieces anyway for greater control, sharper edges, or easier handling.
Small, clean breaks from transit are therefore not usually considered faults that require replacement or a refund.
Faulty or Damaged Items
If your pastels, crayons, or colour sticks arrive shattered, heavily crushed, unusable, or with substantial material missing, please contact our Customer Service Team with photographs so we can help further.
If you would still like to speak to us about your order, our Customer Service Team will always be happy to help.