FAQs
Questions, queries or qualms, we’re here to help. Take a look below for the most common topics of conversation or get in touch if you can’t find the answer you’re looking for.
Delivery
Where is my delivery?
When your order is on its way, you’ll receive an email with all the tracking information. So, check your inbox to follow its journey to your door.
If your order has been marked as delivered but you’ve not received it, please let us know by filling in this form so we can help.
An item is missing from my delivery, what do I do?
If you’re missing a sample, please check your order confirmation email to confirm if you’re waiting for a sample pot or a paint swatch. Swatches are sent through the Postal Service (Canada Post and USPS) and will arrive separately.
If you’re missing paint, wallpaper or other items that aren’t samples, please let us know by filling in this form. We’ll look into the problem right away.
My order has arrived damaged, what do I do?
We’re very sorry to hear this. It’s not the high standard that we (or you) expect. Please let us know the details by filling in this form. We’ll remedy the issue right away.
If I order today, when will my order arrive?
You can find our current lead times here.
Order
Can I have an invoice?
We’d be more than happy to send you an invoice but we can only do this once your order has been delivered. When you have your order, email us at na.sales@farrow-ball.com to request one.
I’ve made a mistake and given the wrong address, contact details or ordered the wrong items. How can I change it?
Get in touch as soon as you can by calling us on 888-511-1121 between 8.30am-5.30pm (EST), Monday-Friday. This gives us the best chance of being able to amend the issue. If it’s outside our opening hours, please email us at na.sales@farrow-ball.com.
Unfortunately, we can’t guarantee amends because we handle so many orders and are always aiming to deliver as quickly as possible, so your order may already be beyond the point of making amends.
I want to cancel my order. How do I do this?
Get in touch as soon as you can by calling us on 888-511-1121 between 8.30am-5.30pm (EST), Monday-Friday. This gives us the best chance of being able to cancel the order. If it’s outside our opening hours, please email us at na.sales@farrow-ball.com.
Unfortunately, we can’t guarantee cancellation because we handle so many orders and are always aiming to deliver as quickly as possible, so your order may already be beyond the point of cancellation.
Can I make a return?
You can find all the details of our returns policy here.
Where can I find a Farrow & Ball store or distributor?
Farrow & Ball has stores and distributors located across Canada and the United States. You can find your nearest store by using our store locator here.
Does Farrow & Ball have showrooms in my area?
Our showrooms are located in select cities across the United States and Canada. For more information please take a look here.
Product
How do I use a paint swatch?
With no drying time, no mess and no fuss, paint swatches make sampling simple. Carefully stick the swatches up in your space and then move them around to see how the colours shift in different lights.
We always recommend painting a sample pot onto a piece of paper, rather than your wall, so these paint swatches complete that step for you.
What finish do I need for my project?
We’ve put together a handy finish finder, to help you pick the perfect paint for your project. Take a look here. If you still need advice, please feel free to get in touch.
How much paint will I need?
Working out how much paint you need isn’t always easy. That’s why we’ve created a handy, built-in paint calculator that’s simple to use:
- Pick the paint colour you love the most (easier said than done, we know) and click ‘Select Finish’ on the product page to choose the best finish for your project. You'll then need to click 'Select Quantity'.
- When the quantity panel opens, click the button at the top that says: View Paint Calculator. Then, our paint calculator will work out a recommendation for you.
- Double check your space. Our paint coverage calculator is a helpful starting point but it can only calculate paint needed for walls, it doesn’t take windows, doors, recesses, niches, or cavities into account. So, we recommend you also check with your decorator, look at our coverage table here or email na.sales@farrow-ball.com for more detailed advice before ordering.
In general, you should order enough paint for two coats of your chosen topcoat colour and one coat of Primer & Undercoat.
How much wallpaper do I need?
The amount of wallpaper you need depends on the pattern you’ve chosen, as well as the size and shape of your space. Take a look here for more information. We recommend getting in touch with us at na.sales@farrow-ball.com, so we can give you advice specific to your project.
Can I spray your paint?
Yes, you can spray most Farrow & Ball finishes. However, not every finish is sprayable and there are some steps to take to make sure you get the best results. So, do make sure to check the Product Advice Guide for your chosen to finish to find out all the information on preparation and application.
Are your paints eco-friendly?
Our paint is water based, low odour and rated A+ for indoor air quality — even our hardwearing Eggshells and Full Gloss. Plus, all of our emulsions are vegan friendly and free of microplastics, with the lowest possible VOC rating. We handcraft all of our paint and paper in Dorset, using 100% renewable energy and sending zero manufacturing waste to landfill.
We’re incredibly proud to be a B Corp™. Being a B Corp isn’t just a label. It means we meet high standards of social and environmental performance, transparency, and accountability. And it's a promise to keep growing.
You can find out more about our approach and read our Responsibility Report here.
Are your paints breathable?
We have different finishes for different projects, including some breathable options. For example, some Exterior finishes are highly breathable. You can find out about each one by checking our online finish finder or reviewing our Product Advice Sheets.
If you have any question or would like more advice, email us with details of your project.
How do I get a RAL code?
We aren’t part of the RAL colour system, so we can’t provide codes. Plus, our paints are so highly pigmented and beautifully nuanced in how they respond to their surroundings, they’re impossible to match. If you’d like help picking the perfect finish for your project, from washable wall paint to long-lasting exterior options, give us a call on 888-511-1121 or send us an email at na.sales@farrow-ball.com.
Something not quite right?
We’re very sorry that your order isn’t as you’d expect. Please get in touch, so we can work out what’s gone awry. Give us a call on 888-511-1121 or email na.sales@farrow-ball.com.
You can also get in touch the same way if you’d like tailored advice on how to get the best results from your products.