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Supplying homes & trade since 2007

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FAQs

General

We welcome all customers, both trade and home DIY enthusiasts. We pride ourselves on having knowledgeable staff to help you choose the right product.

Being eco-friendly is important to us. The boxes we use to deliver your order are 100% recyclable cardboard, and as such we encourage all our customers to recycle wherever facilities exist. Similarly the loose-fill chips and paper that may be used in some boxes are bio-degradable. The only non-recyclable item of packaging is the tape we use to secure the lids; please dispose of this responsibly.

Colour

Some computer screens cannot represent paint colours accurately or consistently as lighting conditions and screen settings vary. We do not guarantee the colour accuracy of colour chips on screen and recommend you order a free colour card followed by a tester sample pot before you make your final purchase. Please refer to our Colour Accuracy Statement for further details.

We can mix many different colours in brands such as Dulux, Johnstone’s and Crown although not all colours can be mixed in all finishes. Please let us know the colour name, RAL number or colour code you require along with the paint brand and finish you are looking for and we will check our mixing machines and confirm if it is possible.

If you can send us your colour sample, we will do our best to match it - even if it is not a colour on our website, however we cannot choose colours for you and would request you purchase a sample pot based on our suggestion.

Order & Payment

Once you have submitted your order you will be sent confirmation by e-mail that contains your unique order number. You should reference this number on any queries you may have.

Once you’ve placed an order it is sent for processing immediately. In the event that you need to amend your order we will try our best to help, please contact us as soon as possible.

We accept all the major credit and debit cards. We regret that we are unable to accept American Express or cheque payments. You can also make payment via Paypal. If you wish to pay by bank transfer, please contact our customer service team.

All prices shown on our website are inclusive of VAT at the current rate. Our VAT number is GB 912 776 022.

Security

Any information you provide, including card payment details, is encrypted on our secure server through SSL and software provided by our bank merchant services via SagePay. The encryption process converts the information you enter into code that is securely transmitted over the Internet. Paint Direct do not have access to your information. Card details given over the telephone are destroyed in accordance with PCI DSS compliance guidelines.

Delivery

Our standard delivery charges to UK mainland addresses are stated on our delivery page.

We use the main courier service companys for most order places, however some items may be delivered by us or Royal Mail.

You can choose Standard or Express delivery at the time of placing your order. Please refer to our delivery page for full details.

Yes, just enter in your desired shipping address when completing your order process.

You will receive a dispatch email once your order has left our warehouse. Your order will be delivered the following as stated on our delivery page.

If you have received a dispatch notification from us, yet your order has not arrived, please contact our customer services team providing your order reference number. We will contact our courier service to investigate the status of your order.

If you are missing an item from your order, please contact our customer service team providing your order reference number and we will assist you.

If the paint colour you have received is not as expected, please contact our customer services team providing your order reference number and we will investigate further. Please also refer to our Colour Accuracy Statement.

Stock

If any items you have requested are out of stock, you will be notified within 24 hours (working hours). We may be able to substitute like for like or better-quality items, where applicable. We will always notify you of any changes before dispatch.

Most items are listed on our website; however, we can supply some products in addition to these. Please let us know your requirements and we will try our best to source it for you.

We are happy to offer bespoke pricing on pallet quantities of paint (typically over 90 days). Please contact us for details.

Returns

If your item is defective in any way or has a fault, please notify us within 48 hours of receipt. Please note that if your paint has been mixed, we are unable to offer a refund. Please see our returns policy for further details.

You can return any unused item to us in its original condition for a refund or exchange if you have informed us within 14 days of receiving your goods. Your right to return does not apply to bespoke products such as mixed paint which is made to order. Please see our returns policy for further information.

Unfortunately, we are unable to accept any returns on paint that has been mixed for you. When placing your order, you will have been advised that your item is non-returnable.

If you have received the wrong paint, please contact our customer service team providing your order reference number and we will investigate further.

Damages

If there is no leakage, your paint will not be compromised and will be fine to use.

Please contact us and we will advise and assist you.

Complaints

We are committed to providing a high-quality service to all our customers and we will endeavour to deal with your complaint as quickly as possible. Please email us at sales@paint-direct.co.uk or write to us PAINT Direct, Unit 37, Brickfields Business Park, Gillingham, Dorset SP8 4PX. All complaints will be dealt with in the strictest of confidence.