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If a transaction has not been successful when checking out on our website this may display as a 'pending payment' with your bank. The bank often hold the funds for a few working days and then drop the payment back into your account.
Often an incorrect billing address is the cause of the failed transaction. Please enter the billing address registered with your bank at checkout to ensure the payment is successful.
If you are unsure whether an order has gone through please check your junk or spam folder for the confirmation email. If this can't be found please contact us via email and we can look into this for you!
How does Colour Matching work?
We can tint our paint in various finishes to equivalents of over 19,000 Big Brand shades - so you have plenty to choose from! All you need to do is find the perfect one and type this into the text box when you order (brand name and colour name). Our formulas are created in lab conditions and matched to the colour charts so will be consistent every time. Our tinted equivalent colours will be within a 10% variance of the colour chart. If you're unsure whether we can match to a specific colour just send us an email and we can let you know!
I want to order the same paint again. How do I make sure it's the same as my first tin?
If you need to order extra paint to match a previous tin, we would also recommend writing which machine your first tin was mixed on next to the colour you type into the text box on the Colour Match Page. This will allow us to ensure the paint is as close as possible to your original tin. Eg. Dust Bunny Machine 3
Can I return Colour Match Paint?
I’m afraid we cannot accept returns of paint which are mixed specifically for your order unless they do not arrive to you as specified. In these instances please contact our customer services team at [email protected]. If you’re unsure on a paint colour we can provide 350ml tester pots of Leyland Vinyl Matt for only £3.99.
How do I check if my paint colour is correct?
As all colour matches are created to match the charts, the best way to check the accuracy of the colour is to dry the paint down onto the official branded colour chart. Pop a small amount on top of the colour chart and dry this with a hairdryer if possible. Please bear in mind that this is a colour match and not an exact replica of tester pots from brands as these can vary from the chart. If you think a colour is not a good match please run this check and pop us over an email so we can rectify any issues. Please use the official version of the colour chart and not one from B&Q as these are often innacruate.
Which colours can you match?
We can match over 19,000 big brand and standard colours (eg. RAL, NCS and British Standard). Sadly there are some brands we are unable to match which include but are not limited to - Pantone, HEX or RGB colours, Rust-Oleum shades, Frenchic, Sherwin Williams, Cuprunol or Behr. We also cannot match Dulux shades that are numbered eg 'Stormy Falls 4'. If you would like to know which big brand colours are available for colour matching please get in touch - our friendy team are available to answer any colour requests.
How do I know what colour I’ve received?
Due to copyright there are some branded colour names that we can't write on our labels.
In these cases instead of the name we will use the colour reference number from the designer brands chart or website. The code may be displayed on the label like this 'NTB274' or 'CS2 274' and 274 is the colour number. The easiest way to double check these if you don't have a colour chart available is to Google the brand name and then that number.
If you have ordered a Voice of Colour shade with a PPG code (eg. PPG1000-1) the code will be displayed on the label as well as a colour name. The name can vary from UK to US version of the chart but the code will remain the same. We use the codes when mixing to ensure we mix the correct colour.
If you have ordered from the palette picker on our website these are often more standard colours like RAL or British Standard. Both are coded colour systems so the most important reference is the number.
The British Standard number will be something like this '00 A 01' and NCS will look like this 'S 5005-R90b'.
These references will be located on your confirmation email and on the tin label.
I can't place an order
If the website does not allow an order to go through this could be due to an issue with the payment method. If the billing address provided at checkout does not match what is with your bank the payment will not clear and an order will not be successful. However the payment may display as 'pending' for a short time.
If you receive an error message at checkout please pop us over an email to let us know which error message was displayed and we can help to correct any issues.
Delivery & Returns
Can I return my order?
We accept returns of non-colour matched items within 28 days of purchase. Rust-Oleum, Dulux, Craig & Rose and Farrow & Ball products are mixed to order and therefore regarded as colour match products. These cannot be returned or exchanged.
To organise a return via DPD please head over to our returns page which has details on products that cannot be returned such as colour matched paint. You can organise and pay for your return via the DPD portal.The label can be printed at home and attached to your return. The return should be dropped at a DPD dropoff shop and once returned to us a refund will be issued.
How long will it take for my order to reach me?
Orders (excluding wallpaper samples) are sent using DPD who operate on a Next Working Day service as standard. This means orders are generally processed the day before they are due to arrive with the customer. If you order with our Standard Delivery service the order will take approximately two working days to reach you (excluding weekends and bank holidays). We also offer Next Working day (on orders placed before 2pm), Saturday and Sunday delivery options at checkout. Your estimated delivery date will always be visible at checkout to ensure the order will reach you in time.
What do I do if my order is damaged?
We hope this won't be the case but if your order arrives damaged please take photos of any damage to the outside or inside of the box. Please include an image of the shipping label on the box and send those over to us as soon as possible via email. Please also include your order number so we can make a record and get that fixed for you. [email protected]. If your paint has leaked please take images of the damage and loss and let our customer service team know if you require replacement tins. If the loss has been minimal and the paint can still be used we can offer a partial refund on the order to avoid waste.
Rust-Oleum orders are processed and shipped in a separate wareouse which means these will arrive in two seperate deliveries with DPD. All of the order will arrive by your estimated delivery date.
Rust-Oleum products cannot be returned or exchanged and orders can't be amended or cancelled once processed.
I want to cancel my order
To cancel your order please contact us as soon as possible either by phone or email - quoting your order number. If your order has not been sent to our warehouse to be processed we can cancel this right away.If the order has begun processing in our warehouse we cannot amend or cancel the order at this stage.
I haven’t received a confirmation email
Confirmation emails are sent immediately once an order has been placed. Please double check the email address you've entered before checking out. The email may land in your junk or spam folder.
If you have entered an incorrect email address we cannot amend this once the order has been placed. Please get in touch via email if you think you have entered the wrong email address and need information regarding your order.
I want to change something on my order
Once an order has been placed this cannot be amended or added to.
If the order has not yet been dispatched a new order can be placed on our website and our customer service team will refund the shipping fee as a goodwill gesture. It is not always possible to put the two orders together or have them arrive on the same date.
Once the new order has been placed please either email our customer service team or reply to your new confirmation email. The team can then arrange the shipping refund.
If an item needs to be cancelled please contact our customer service team as soon as possible. If the order has not yet been processed we can cancel items. If the order has been processed then the order cannot be amended in any way.
Please contact our customer service team who can instruct further on whether your order has been processed or dispatched. [email protected]
I ordered interior paint but the tin says exterior
The Zinsser AllCoat is a product suitable for both interior and exterior surfaces in one tin.
This product can be used on a wide range of surfaces like wood, plastic, metal, uPVC, walls and masonry.
The tin livery will always display the word 'exterior' on the tin however is suitable for interior also. All product information can be found on the product page on our website.