Delivery Information

Everything you need to know about deliveries, from dispatch to re-delivery, and how to get in touch if there’s an issue.

Overview

Handling Time

• As our paints are custom mixed to order, there is a handling time of around 24-48 hours before your order is dispatched. If you have paid for a priority fast-tracked service, it will be mixed and dispatched on the next working day.
• If you have provided incomplete or incorrect details for your paint order this can cause delays in the order processing and increase handling time. If we require clarification OR any additional information, we will be in touch within 24-48 hours. As soon as we receive the required details back we will process your order.
• We will not accept liability for orders received outside the original scheduled delivery window if you have not provided the correct/required information to complete your order.

Out of area charge

• The couriers we use to deliver your items do charge extra for some postal locations – (out of area). Please see the below UK Courier Postcode Zone Map: https://www.storeship.co.uk/ukmail_delivery_zones.html
• If the shipping charge at checkout has automatically changed this is because the courier has determined this to be out of area and not UK mainland.
• If your delivery address / postcode is in certain areas of the Scottish Highlands, North East Scotland, All Scottish Islands, Isle of Man or Northern Ireland, delivery times may be extended as per the box above.
• Deliveries can not be made to PO Box addresses.

 Delivery to multiple occupancy premises

• We strongly advise against deliveries to hotels, workplaces or multiple occupancy premises.
• Any orders made, to be sent to a hotel, workplace or multiple occupancy premises are entirely at the risk of the customer.
• We will not accept any liability for orders that fail to arrive to the above, or are damaged on receipt. We will, however, investigate this with the courier and do what we can to help in cases like these.

Incorrect Address

• It is the customer's responsibility to ensure they have provided a full, complete, and accurate address.
• If an order has been placed and the incorrect address has been provided, we accept no liability for this, we therefore cannot provide a refund for an order that has been delivered to an incorrect address.
• If you notice that you have provided an incorrect address, you must inform the customer service team by email and we will update your delivery details if we haven’t already dispatched your order. If your order has already been dispatched, you will be subject to the Re-Delivery section below.

Re-Delivery

• If your parcel has been returned to us due to an incorrect address or postcode, or there has been no access to the property, or after a number of delivery attempts, your order will be processed as a return subject to eligibility.
• To get your custom made to order redelivered we will contact you in order to re-charge the delivery cost together with a returns cost of £3.50. The returns cost is the cost that the couriers charge us and this must be re-imbursed.
• Our custom-made paints are none returnable or refundable unless defective. If your item is anything else, we can either re-send the item (subject to same re-delivery charges) or provide a refund, you will be informed of the return.

Couriers Leaving Parcels

• Our couriers, at their or your discretion, may leave your parcel in a safe place, such as a porch, shed or with a neighbour.
• By placing an order with us, you accept and acknowledge that our couriers may leave them in a “safe place” and accept that we have no liability if the parcel goes missing.

If you refuse a delivery

• If you decide to refuse a delivery that you no longer require, this will be returned to us by the same courier it was sent with.
• This can take up to 21 days to be returned to us by the courier.
• We cannot refund you for this until it has been returned into our warehouse, inspected and processed, we will deduct the cost of return postage from your refund.
• If you have refused a Custom Made to Order paint, we WILL NOT be able to refund as by definition they are custom made at your request, any other items on your order such as a primer or lacquer WILL be refunded, we will deduct the cost of return postage from your refund.

Damaged, Incorrect & Incomplete

• If you have received an item that is damaged, not what you ordered, or is missing items please contact our customer services team via email within 30 days, with photographs of the issue before returning any goods - we may be able to solve your problem without you incurring any postage costs.

Lost Parcels

• If your parcel has been lost by the courier on its way to you, we will of course provide a replacement item as soon as possible (if in stock), or provide a refund to you, whichever you choose.

Delivery Address Changes

• If you have contacted the courier in order to change the delivery address from the one given at the time of your order and your parcel has been lost or stolen from that address, we will not accept any liability for this as you have instructed the courier to deliver to a differing address.
• If you have changed the address or have been contacted by the courier to say your parcel is with a "Service Centre" you will need to contact the courier in order to arrange a collection of the item from the Service Centre. We will not be able to do this for you, nor can we provide you with any "Collection Codes".

Cancellations, Returns and Refunds

Read more about cancellations, returns and refunds. .