FAQ

Your Kickstarter credits have been credited to your account and are associated with it. They cannot be used for another account.
They appear as a coupon that you can see either here in your account or more importantly during the checkout. It should be applied automatically at check out. Please check that the total amount is correct.
If it has not been applied, click on the coupon to activate and use your Kickstarter credit at the time of checkout as shown here:

KS credits on checkout

If you do not see any credit and think you should have one, please contact us through “need help?” menu.

When the Kickstarter credit coupon is in use (when you click on it), it will only appear at the checkout stage, and will not be visible in your “My Account”. This is normal.
You can use the coupon on more than one order if you need to send products to 2 different addresses for instance. Any remaining balance will be available for a second pledge until December 8 2017 23:59pm Paris Time.

As one of the first 1000 backers, you will receive a free foam for each painter/studio of the initial pledge. It will be added to your order before shipping and does not appear here in the Pledgemanager.

Yes, of course. If you want a friend to benefit from your Kickstarter exclusive offer, he or she can either:
– join your pledge. The Palettes will be sent to the same address. You can save some shipping cost that way
– create a separate order on your account. The palettes can then be sent to different addresses. Please note that in that case, you cannot “split” a combo or group pack to be sent to different addresses. You will have to select individual packs to do that.

If you don’t want him or her to use your account, you can redirect him or her to our pre-order site.

Yes you can. We will send a address confirmation email a few weeks before the Everlasting Wet Palette is sent. That way if you ever change address in the coming months, you will be able to update it and receive your Everlasting Wet Palette at the right location.
If you have confirmed your pledge already, you can find the address currently used by the pledge by checking in your My account/My pledge section of the pledge manager. You will need to be logged in to access it.

We are using Stripe to process payment. That is the same platform as the one used by Kickstarter. In case your payment did not go through, you might have to check with your credit card company and see why they blocked the payment. You can usually find a solution with them to authorise the payment.
If not, write us a support ticket here, we will try to find another solution with you : Write us a support ticket

You can send your pledge to 2 different addresses or more. You simply need to create as many orders as you want. Your Kickstarter pledged value can be used for as many order as needed until it is exhausted.
For instance, if you pledged for 2 painters 100x and if you want to send it to 2 different addresses, you will have to create a first order with 1 painter 100x with one address, confirm it and then create a second order with another painter 100x to another address. The shipping cost will be adjusted accordingly.
Please note that you cannot “split” a package to be sent to different addresses. For instance, you cannot split a combo pledge to be sent to 2 different addresses. If you want to do that you will have to order a Painter and a Studio separately.

If you have not confirmed your pledge yet, you can still adjust your pledge as needed.
You can upgrade your pledge and/or add any additional add-ons :
For instance, if during the kickstarter campaign, you pledged for a Painter 100x, you can now upgrade to a 150x or change to one of our studio pledges or group pledges. Simply select the products you are interested in, you will just have to pay the eventual price difference.

Go to the pledge manager



Could not find an answer to your question? Write us a support ticket :