Our Latest Information on COVID-19
This is where you’ll find our latest updates on the unfolding situation around COVID-19, including the status of our stores, delivery, production, and our other services. We will be updating this page regularly, so please check back to stay informed of the latest news.
LATEST NEWS: SHOWROOM CLOSURES
From 24/03/2020, our showrooms in the UK will be temporarily closed as we continue to prioritise the wellbeing of our staff and customers.
Thank you for your understanding, and we hope you’ll continue to order anything you need from us online or through our Customer Services team – see below for more information.
CAN I STILL ORDER FROM YOU?
Yes. While we’re no longer able to fulfil orders through showrooms, you can still order directly from our website or through Customer Services. Our team are safely working from home and set up to take orders by phone or email. Call +44(0)1202 876141 or email email@example.com.
Please keep in mind that our Customer Services team are currently dealing with extremely high volumes of calls and emails but will respond to your queries as soon as they’re able. We appreciate you bearing with us in this especially busy period.
WILL YOUR DELIVERY SERVICES BE AFFECTED?
We’ve adjusted our delivery services to help our teams handle the unprecedented level of demand we’re experiencing. As such, our next-day delivery is currently suspended. Our standard delivery service is still available, but please note that we’re currently allowing 14 - 21 days to fulfil standard delivery orders rather than our usual 2 days.
CAN YOU REDIRECT MY SHOWROOM ORDER TO ME?
If you’ve ordered products to a local showroom which has now closed, we can reissue the same products to you as a new order. Get in touch with our Customer Services team on +44(0)1202 876141 or through firstname.lastname@example.org, and they’ll be happy to help.
WHAT IS YOUR REFUND PROCESS?
We aim to process all refunds within 3–5 working days.
If you’d like a refund on items you’ve already received, please return them to us unopened and within 28 days of purchase. Once we’ve received your items, our Customer Services team will process your refund.
Please note that a collection charge of £8.95 applies for pickup from your home address. This is applicable to order volumes up to 10 litres. If you’d like to return more than 10 litres of paint, there will be an additional charge, which will be calculated depending on the weight of your items and confirmed at the time of placing the return request.
CAN I CANCEL MY ORDER?
Yes. Please call our Customer Services team on +44 (0)1202 876141 or email email@example.com and they’ll help you cancel any pending orders.
CAN YOU STILL HELP ME WITH COLOUR ADVICE?
To help prioritise the wellbeing of our Colour Consultants, we’re temporarily suspending bookings for our in-home colour consultancy service and cancelling all existing appointments. As an alternative, we’re currently working to offer one-to-one online appointments with our expert Consultants – please visit our How to Book page to make an enquiry. You can also check out our social media channels for inspiration, or use our online Live Chat service for complimentary colour advice.
I HAD A COLOUR CONSULTANCY IN JANUARY OR FEBRUARY THIS YEAR. CAN I STILL REDEEM MY OFFER?
Absolutely. So that no-one misses out, we’ve now extended the redemption deadline until Thursday 30th April and made it available to claim through Customer Services. Simply quote your postcode when ordering and the team will take 15% off your décor order.
HOW CAN I BE KEPT UP TO DATE ON FURTHER DEVELOPMENTS?
We’re currently taking each day as it comes. This means closely following the advice from official bodies to ensure we’re always acting in the best interests of those around us. You can sign up to our email newsletter to find out about the latest changes or follow us on our social media channels.