Frequently asked Service questions


General

We try to encourage our customers to support local stockists where possible, many of these will be able to arrange delivery to you directly if you require – these can be found by clicking on our stockiest map

If this is not possible then we can accept orders directly but only through the website.

This can be for a number of reasons, most commonly because a digit has been entered incorrectly or the billing address doesn’t match.

In this instance we’d suggest double checking the details and considering if there may be another address recorded for the card (especially when moving property) and try again or another card if you are aware of an issue. If this is still unsuccessful then please contact us and we will be able to advise on why it has failed so you can rectify this.

Your payment is handled for us by Worldpay who are the global leaders in online and card payments, your information is handled through their system which is extremely secure and complies with regulations.

See our delivery section for more details of the choice of services we offer but we hold all the stock here in the UK so it is usually possible to receive goods the following working day if orders are placed before midday.

Our courier is not obliged to leave anything without a signature however if you request in the order notes that it can be left somewhere safe then the courier may but it is at his discretion.

Any good left without a signature will be completely at your own risk so we would always suggest that someone is there to receive or that they are delivered to an address where someone will be.

In the case of pallet deliveries then these will only be left with a signature and an additional charge may be levied if a redelivery is required. Please note: If you have asked for it to be left somewhere then please check this area before contacting us to say it hasn’t been delivered as the driver may have put it there without leaving a card.

On a next day service:

If your order was placed before midday for next day delivery and it is the following working day (i.e. not Saturday, Sunday or a Bank Holiday) then our courier may deliver up until 6pm that evening. If it hasn’t arrived after that then please let us know and we will provide you with the consignment number so you can communicate directly with the courier to resolve this.

On a timed delivery (Pre 10am, Pre noon etc.):

If it hasn’t’ arrived by the specified time then please let us know and we will check with the courier and provide you with the consignment number and details; if it delivery hasn’t been attempted because of an error by the courier or by ourselves then we will credit you the difference between the timed delivery surcharge and the next day charge.

On a standard delivery:

We aim to deliver these within 5 days of receiving the order (if placed after midday then the order will be processed the following day). If you haven’t received your order after 5 days then please contact us so we can check with the courier for any problems and provide you with the consignment number and courier details to liaise directly with them.

Tester pots:

Unless ordered on a next day service these are shipped using Royal Mail Second Class Post – whilst Royal Mail say this service can take up to 17 days we usually find these are delivered within 5 days. If you haven’t received your order within a week then please contact us.

Usually the driver will post a card saying it has been left somewhere, left with a neighbor or returned to the post office or depot. If it hasn’t been left then ParcelForce will usually attempt it the following day or leave it with your local Post Office; we can give you the consignment number and the courier will be able to tell you the location.

We do our best to find durable packing materials and pack the parcel well but unfortunately damages do occur from time to time – we ask that all orders are checked and any damages or discrepancies are reported to us within 24 hours of delivery; if possible we would ask that you could send us a photo as this helps us to reclaim any losses from the courier.

With most orders we will pack paint inside a plastic bag at the request of the courier however we would always advise opening carefully if you are concerned that the parcel may have been damaged to avoid any mess.

You can receive it, inspect it and let us know what if anything inside is damaged or you can reject it with the courier.

Usually if it is severely damaged the courier will advise you and suggest you don’t accept it – even if they say they will inform us please can you contact us to advise what has happened as sometimes it takes a long time for the information to reach us from the courier.