Help & Support
Latest Shipping Updates
Note: For physical products, we have implemented a box at the top of the page which will show the stock availability for each region that we ship to. This box will show the estimated time of arrival (ETA) of the stock to our warehouse.
It is important to remember that this is an estimation only, and sometimes there are factors outside of our control which may extend this date (e.g. delays in shipping or delivery to us).
How out of stock shipments work:
By default, if you order an item that is out of stock at the same time as an item that is in stock, your entire order will be placed on hold until all items are available for shipment. Shipments can only be split (by request) if you reside in a region that offers free shipping.
Orders & Payments
Since we’re based in Australia, some your bank may stop your credit card internationally, even if you are checking out using your local currency.
These issues are usually easy to fix – we recommend trying one of the below options, or contact us if you’re still having trouble.
Quick Fixes:
- Check your address: Ensure the ZIP or postcode matches the address your bank has on file exactly.
- International purchases: You may need to call your bank to “whitelist” Sarah Renae Clark or That Creative Couple for an international purchase.
- Debit and pre-paid cards: Some debit and pre-paid cards will not work internationally. If you are using one of these and your payment is declining, try using the PayPal option below or a different card.
- Try using PayPal: You don’t need a PayPal account to use their portal. You can check out as a guest using your credit card, which often bypasses bank security filters.
If you have placed multiple orders by accident (and received two different order confirmation emails with different order numbers), you need to contact us as soon as possible so that we can try to intervene before both orders are processed and shipped.
Once our fulfillment partners begin picking an order, we do not have the ability to stop the order from being shipped.
Note: If you see two “pending” charges on your bank statement but only one order email, the extra charge is likely a “pre-authorisation” from a failed attempt. These usually disappear from your statement automatically within 3–5 business days.
We know you’re excited to receive everything! Here is how to track your order:
- Digital Products: You should receive an email with your links or access keys immediately. Check your spam/junk if you can’t find it.
- Physical Products: We typically pack and ship orders within 1–3 business days. Once it leaves our warehouse, you’ll receive an email with a tracking number.
- Tracking Status: If your tracking says “Label Created,” it means your box is ready and waiting for the postal carrier to scan it. Please allow 24–48 hours for the first update to appear.
It is incredibly frustrating when the tracking seems to hit a standstill.
Occasionally, carriers miss a scan, but most of the time, the package is still moving through the network.
If you are outside of Australia, UK and the US, it is very normal for tracking to “freeze” while the package is clearing customs or transitioning between postal carriers. This can sometimes be 7 dayswithout an update.
When to contact us for help:
- Domestic (Australia, UK and US): If there has been no movement for 7 days.
- International: If there has been no movement for 14 days.
Please contact us if your order has taken longer than these timeframes without an update so we can open an investigation with the carrier to find your parcel or arrange a replacement.
Your confirmation order should arrive within no more than 5 minutes after you’ve placed your order.
Please check your spam/junk folder to make sure it hasn’t accidentally ended up there. If you still can’t find it, contact us with the email you used on the order and we can check for any issues (like a small typo in the email address on the order) and manually resend it to you.
Yes! If you want to change your details or transfer digital downloads to another person (for example, as a gift), please contact us with your order number, the original email used and the email you’d like everything transferred to.
If you don’t want to transfer the whole order but just want to provide digital keys to a gift recipient, you can simply forward them the keys.
Note: For security reasons, we can only transfer orders if you can verify the details of the original purchase,
If you’ve noticed a typo in your shipping address, it’s important to contact us immediately from the email you placed the order with, including the order number and corrected details so we can intervene before it is processed and shipped.
Our fulfillment partners work fast, and we can only make changes before your order is “assigned for picking.” This will happen before you are sent a tracking number.
If your tracking number has already been sent to you, we recommend contacting your local postal service with your tracking number to see if they can intercept it.
If the package is not delivered due to an incorrect address, we can reship it to you, though a reshipping fee may apply.
Refunds & Returns
We understand that sometimes things don’t go as planned. Here is how we handle returns and refunds.
1. Digital Products
Because digital products are delivered instantly, our policy depends on whether the files have been accessed:
- Not yet accessed: If you haven’t clicked the download links yet, we can offer a refund within 30 days of purchase. This will incur a non-negotiable 5% fee to cover the payment processing costs that we cannot recover.
- Links accessed: If our system shows the links have been downloaded or accessed, the product is automatically ineligible for a refund or “change of mind” return.
2. Physical Products
- Before Shipping: If you change your mind, we can issue a refund only if the order has not yet been assigned to our distribution centre for picking. This refund will incur a non-negotiable 5% fee to cover the payment processing costs that we cannot recover.
- After Shipping: Once an item is assigned to a warehouse or shipped, we cannot cancel it.
- Exchanges: If you would prefer a store credit or an exchange instead of a refund, the 5% fee is waived.
3. Faulty or Damaged Items
If your item is faulty or arrived damaged:
- Please contact us by replying back to your order confirmation email with photos of the damage.
- We will offer a repair, replacement, credit, or refund at our discretion.
- Do not return items until we have provided you with specific instructions and a return authorization.
While our fulfillment team works hard to be perfect, occasionally a mix up happens, because we’re human! If you’ve opened your package and found something different than what you ordered:
- Don’t open the product: If the item is in a sealed box or wrap (like the Colour Cube), please keep it sealed.
- Take a Photo: Snap a quick photo of the item you received, and the packing slip included in your box.
- Contact Us: Reply back to your order confirmation email to let us know, and attach the photo to your message.
Our Promise: Once we verify the error, we will prioritize sending the correct item to you immediately at no cost. Depending on the item, we may provide a pre-paid return label so you can send the incorrect item back to us
Since our products often travel across the world, the outer boxes are designed to act as a protective shield for the treasures inside.
If your outer mailing box or the product’s storage box (like the Colour Cube box) has a small dent or scuff, but the cards or books inside are in perfect condition, then the packaging has done its job! We generally do not offer replacements or refunds for damage to the mailer packaging, as its primary purpose is to protect the contents during transit.
If the damage has reached the items inside, please take clear photos of everything and contact us to discuss next steps with our team. If the product is faulty or damaged, we will offer a repair, replacement, credit, or refund at our discretion.
We try to produce the best products possible, but sometimes things slip through our QC and make it to our customers. We’re only human! If you’ve opened your Colour Cube or other product from us, and found a card or component is missing or damaged, we want to fix that for you right away.
Please take a photo of any damage and contact us with as much information as possible. From here, we’ll work with you to organise replacements so you can get back to creating.
Important: Please do not return the product to us unless our team specifically instructs you to do so!
We want you to love your digital resources! Because these are instant-access files, our refund policy depends on whether the files have been accessed:
- If you HAVEN’T accessed the links: We can offer a refund for a “change of mind” within 30 days, but it will incur a 5% fee to cover the non-refundable costs we incur from our payment processors.
- If you HAVE accessed the links: Once a download or download attempt is recorded in our system, the item is automatically ineligible for a refund.
- Exchanges: If you bought the wrong item, we can offer an exchange or store credit with no fees, provided the links haven’t been accessed.
Accounts & Password Help
Every download comes with unlimited lifetime access, but our system has a standard limit of 30 downloads per product to prevent the unauthorized sharing of our creative resources.
This is usually plenty of space to get your files onto your computer, tablet, and phone, with a few spares left over for when you upgrade your devices.
If you’ve reached your limit and need a fresh start, we can reset this for you at no cost. Please contact us and we’ll have your links active again as soon as possible.
How to avoid the limit in the future: The best way to ensure you always have access to your tools is to save the files directly to your device or a cloud service (like iCloud, Dropbox, or Google Drive) as soon as you click the download link in your confirmation email.
If you’re having trouble logging in or can’t remember your password, here is the quickest way to get back into your account:
1. Reset Your Password
- Go to the Login Page.
- Click on the “Forgot Password?” link.
- Enter the email address you used for your order.
- Check your inbox for a reset email. (If it doesn’t arrive within 5 minutes, please check your Spam folder)
2. Common Login Issues
If you aren’t receiving the reset email or you’re still having trouble, try these tips:
- Check for typos. Ensure there isn’t an accidental space at the end of your email address
- Make sure you’re using the right email.
- Try a different browser
If you’ve purchased from us before as a “Guest” but never set a password, you can click “Create Account” using the same email address from your order and then let us know so that we can link your downloads to your account
Other FAQ
We believe that high-quality creative tools should be as accessible as possible! Because of this, we focus on providing everyday value rather than time-sensitive sales and coupons.
How we keep things affordable:
- Value Bundles: Our favourite way to help you save is through our bundle options. By grouping our digital resources or physical tools together, we are able to offer a significant discount (sometimes up to 50% off!) compared to buying them individually.
- Free Shipping Offer: We work hard to make shipping affordable worldwide. We currently offer a Free Shipping option for selected products in Australia, the UK, and the USA (excluding Hawaii, Alaska, and PO Boxes). If your order qualifies, you’ll see a free economy shipping option that you can select at checkout.
Beware of fake discounts:
You might see “Sarah Renae Clark Coupons” on third-party websites. Please note that these sites often make up codes that are not official and will not work at our checkout.
Our email subscribers are always the first to hear about our occasional seasonal sales, new product launches, and exclusive community offers. You can join the list here.
If you believe your code is valid and should be working but it isn’t, please contact us before you complete your purchase so we can troubleshoot it with you.
We love that you want to share Sarah’s creative tools with your own community! Currently, we manage our affiliate partnerships on a case-by-case basis to ensure they are a perfect fit for our brand values.
How to Apply: If you have an audience of fellow colourists, artists, or creators and would like to partner with us, please submit an application here and we’ll get back to you!
Colour Cube: 2nd Edition FAQ
The Colour Catalogues are being replaced with the Digital Colour Cubes.
These will be available as a PDF and as swatches (for Procreate, Photoshop, etc), but will also allow you to unlock/use those palettes in the new Colour Companion website.
The Colour Companion is free to use, however there are extra features available on a Pro account (which you can access either as a subscription or as a lifetime once-off price.)
The lifetime offer includes lifetime access to the online Colour Companion, with all the new features as they roll out – like colour matching, palette searching, and supply comparisons.
The Digital Colour Cubes are separate products and not automatically included in the lifetime Companion access.
The Digital Colour Cubes will give you access to all of the palettes as a PDF or swatch files (for Photoshop, Procreate, etc)
If you’ve already purchased a digital Colour Cube, you’ll also be able to link it to your account and unlock all those palettes inside the new Colour Companion, with either the free or pro offer.
I’m so grateful for the support of those who’ve been with me since the first Colour Cube.
We’ve offered discounts to customers who bought recently, but we’re not offering broader discounts for past purchases – even though I know that might be disappointing. The 2nd Edition took months of redesigning, reworking palettes, rebuilding the backend, testing prototypes, and reprinting everything. It’s a completely new product.
But here’s the thing: you don’t need to upgrade. Your original Colour Cubes still work beautifully. And whichever version you have, I hope it brings you joy and confidence in your creativity.
This question comes up a lot, and I hear you! It makes total sense to want “just the new stuff” when you’ve already got earlier versions.
But this second edition wasn’t created as a simple add-on or expansion – it’s a complete refresh. The cards weren’t just updated – they’ve been redesigned for better printing, with improved colour matching, reorganised categories, and even new palettes in some cases.
That means the new cards don’t line up with the old system, and the tabs and categories wouldn’t make sense if we mixed versions. So for it all to work properly, it really needs to be used as a whole new set.
That said, your original cubes are still amazing tools – there’s absolutely no need to switch if they’re still working well for you. This new version is here for those who wanted better organisation, updated colours, or something fresh to explore.
This is such a fair question – especially if you’ve been using the original Colour Cube and loving it. I really appreciate that!
The short version is: no, there’s no expansion or upgrade pack, and that’s because so much has changed. The updated version includes completely reworked palettes, improved colour accuracy in print, updated hex codes, a refined colour naming system, and all-new category groupings.
It’s not something that can be added onto the original without creating more confusion – it’s been redesigned as a whole new system that works best when used from start to finish.
But your original set is still just as useful and beautiful as the day you got it. This new version isn’t a “must-have” replacement – it’s a fresh take for anyone who’s been wishing for better organisation or updated palettes. If you love what you’ve got, keep using it!
I totally get why that would be helpful – the new tabs and boxes do make everything feel a lot more user-friendly! But they’re not available separately, and here’s why:
- The new version wasn’t just a packaging update – it was a complete overhaul. Every single palette has been reprinted with updated colours, improved hex codes, and are reorganised into logical categories, and better matching across digital and physical formats. So the tabs were designed to work specifically with this new structure.
- It’s not just a new container – it’s a new system, built from the ground up. So the best way to experience it fully (and have everything line up correctly) is with the full updated set.
- Creating an ‘upgrade kit’ would be its own product, which would require us to store multiple additional products separately in all our fulfillment centres. These would be the same cost to ship them to you, as the physical size of the products aren’t any smaller. Also, we would be producing a much smaller run of upgrade kits than the products itself, the cost of producing them would be much more expensive. Because of all of this, we would not be able to offer an upgrade kit at a price that would be any cheaper than purchasing the Colour Cubes themselves.
That said – if you already have the original Colour Cube, it’s still a fantastic resource. Nothing has been taken away, and it still does exactly what it was designed to do: help you confidently choose colours that look good together. There’s no pressure to upgrade.
Canadian orders are being sent from our Australian warehouse, so you’ll get the UK English spelling, regardless of which currency you choose to pay in.
All of the US Color Cube orders will use US English, however if you really prefer the UK and you’re happy to cover the shipping and duties costs, we can organise to send you a set from our Australian warehouse instead. Please email my team as we will need to process this order manually.
No. We only use ethically-sourced photos, licensed from human photographers. No generative AI images have been used. The colours in each palette were hand-selected from each photograph by Sarah Renae Clark. You will be able to see the photographers for each reference photo as a part of the upcoming Colour Companion website.
The Colour Companion online experience is sold separately to the Digital Colour Cubes.
Everything is currently in development. The expected release date for the Colour Companion Website and Digital Colour Cube access is March 2026.
You can purchase the Digital Colour Cubes now (to take advantage of bundled pricing) and they will be added to your account when the website is launched.
The Colour Companion website will be available for free, and you will have the option to upgrade to a Pro account on a monthly or annual subscription. These options will be available when the website is launched. We are also offering Lifetime access to the Pro account. You can become a Founding Member with Lifetime access now to get a pre-release discount. You can buy now, and your access will be unlocked when the website is launched.
The main purpose of this update was to make some improvements to Volume 1 and 2, based on customer feedback.
The existing palettes and collections were based on content from many years ago that was designed before the Colour Cube was even a consideration. Everything my team and I have learnt since then has allowed us to rebuild a much better product… with tabs, updated the box, and more logical collections, while keeping variety in each cube for people who just want one.
This refresh also allowed for a significant update to the digital experience. You can see the decision process behind all of these changes in my announcement video.
Out of the original 500 palettes from the First Edition, 100 have been retired. This update also brings 600 new palettes to the full set!
All of the colour palettes have been reviewed and recategorised for a better experience.
Volume 1 (2nd Edition) keeps 160 from 1st Edition. I’ve moved 25 from Volume 2 (1st Ed.) and created 65 new palettes.
Volume 2 (2nd Edition) keeps 124 from 1st Edition. I’ve moved 15 from Volume 1 (1st Ed.) and created 111 new palettes.
Volume 3 (2nd Edition) includes 190 new palettes, plus 16 from Volume 1 (1st Ed.) and 44 from Volume 2 (1st Ed.).
Volume 4 (2nd Edition) includes 219 new palettes, plus 13 from Volume 1 (1st Ed.) and 18 from Volume 2 (1st Ed.).
The numbers on the cards have all changed to better organise them in the new collections.
You can find a detailed list of all of the specific card numbering changes, and the retired palettes from the First Edition here.
We understand the desire to upgrade, and transitions between product versions are always tricky. If you’ve purchased the First Edition within the past few months, please reach out to my team and we’ll see what we can do!
The cards are the same size and printed on the same high-quality matte finish. The numbering and order of the cards has changed to allow for better categorising in the new collections. You can find a detailed list of all of the specific card numbering changes from the First Edition here.
The Colour Catalog and Companion are being replaced with a new online experience. Existing customers will still have lifetime access to download their First Edition Catalogs and Companions. The new experience builds on all the feedback from the originals, and adds many new features. You can purchase individual Digital Colour Cubes to unlock them in the new platform, or you can use a huge range of other features on a free or pro plan. The Colour Companion platform is currently in development. The expected release date for the Colour Companion Website and Digital Colour Cube access is March 2026.
Each Volume has 250 colour palette cards, giving you plenty of inspiration without needing to buy all 4 Colour Cubes. Each volume is available individually, or in sets. You can purchase Volumes 1 & 2 as one set, Volumes 3 & 4 as another, or all 4 Colour Cubes as a bundle.
Your First Edition Colour Cubes still work perfectly, and any digital PDF access will still be available forever on your account. There’s no need to rebuy if you’re happy with your Cubes.
The Second Edition does make significant improvements, including changes to Volume 1 and 2. The new Volumes 1 and 2 include new palettes, a new box design, and other features. 100 colour palettes from the original Cubes have been retired in this update, and most of the existing numbers have changed to allow for better categories and the new index tabs.
The First Edition is being discontinued to make room for the Second Edition Colour Cubes. We still have limited stock of the original 1st Edition Colour Cubes (Volume 2 only) in Australia and the US. These won’t be reprinted, so once they sell out, they’re gone.
The 1st Edition Color Cubes (Volume 1 and 2) were released in 2022. Since then, we’ve gathered all of the feedback from our customers and have rebuilt the whole experience. The 2nd Edition is an update of Volumes 1 and 2, and introduces Volumes 3 and 4.
| 1st Edition | 2nd Edition | |
| Volumes | Volumes 1 and 2 | Volumes 1, 2, 3 and 4 |
| Cards | 250 per volume | 250 per volume |
| Index Tabs | No | Index tabs for each collection |
| Bookmark tab | No | Yes |
| Box design | Thickened cardboard, opens from the top | Premium MDF wood, opens from the middle for easier access. |
| Language | US English only | US English (for orders within US) UK English (for all other orders) |
| Digital Options | Interactive PDF | Interactive website Including PDF exports And Procreate/Photoshop swatch exports |
Swatchdex FAQ
Definitely. There’s space on the drawer front and inside if you want to add your own labels. I’d recommend something like a washi tape at first, because normal tapes or markers will be hard to remove from the paper finish. It’s been designed so that labelling is optional – you can leave it blank if you prefer!
Yes, the drawer keeps your decks safely tucked away and protected from direct light, helping reduce fading over time.
Yes! No flat-pack frustration here. Your Swatchdex Studio arrives fully assembled with 4 Swatchdex carefully tucked inside.
Yes! When you buy multiple Studios, you save:
10% off when you purchase 2, 3, or 4 Studios
15% off when you purchase 5 or more.
No, each Studio is bundled with 4 Swatchdex. If you need extra Swatchdex, you can purchase them separately.
The Studio doesn’t come with any particular method of attaching them together, but you can use something like double-sided tape to attach more than one Studio together in whatever configuration works best for your creative space.
Swatchdex Studios are now shipping in the United Kingdom and Europe. Please check the product pages for shipping dates everywhere else.
If you’re needing more than 2-3 Swatchdex, I recommend looking at the Swatchdex Studio. It comes with 4 Swatchdex included, and works out a much cheaper way to buy in bulk.
Plus, you’ll get a nice wooden drawer to store them in!
I don’t recommend you pull apart the Swatchdex, as it was not designed to be pulled apart and put back together. However, I’ve heard from a few test users that they were able to carefully remove the stud and screw it back in place… but do so at your own risk. This is not an intended feature and we wont be able to replace it if damaged.
Yes! I’ve tested the paper with heavy watercolours and it held up great! As with any mixed media paper, there is some minor warping while wet that can be flattened again once it has dried.
Yes! The Swatchdex strips are made from ultra-thick 400GSM cardstock, tested with up to 10 layers of alcohol marker without it bleeding through. It’s not a “marker paper” specifically, but even the juiciest markers should be fine.
Orders located in:
United States & Puerto Rico will ship from our United States warehouse.
United Kingdom, Singapore and most European countries will ship from our United Kingdom warehouse.
Australia, New Zealand, Canada, and most other international locations will ship from our Australian warehouse.
Swatchdex are now shipping in all locations worldwide.
If You Need To Contact Me…
If your question hasn’t been answered, please complete the contact form below and I will get in contact with you as soon as possible.