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.
You can continue to order anything you need from us online or through our Customer Services team for home delivery.
In line with government guidelines our showrooms are offering a closed door call and collect service only. Please call the showroom to place your order for curb side collection or home delivery. For more information see below.
CAN I STILL ORDER FROM YOU?
Yes, there are a few ways you can place an order with us.
You can order from right here on our website for home delivery (and why not browse some inspiration too?)
Or, to place an order with our Customer Services team, you can call +44(0)1202 876141 or email email@example.com. Please be aware that the 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.
Our showrooms are closed for in store visits, but you can use our closed door call and collect service during normal trading hours. Please call the showroom to place your order for curb side collection or home delivery – see the individual listing for your nearest showroom and contact details – and check stock availability with the showroom team. Payment can be securely taken over the phone.
HOW DOES YOUR CALL & COLLECT SERVICE WORK?
Ordering: call the showroom to place an order for collection or home delivery. If you choose collection, this will be a pre-arranged time slot. Please see the individual listing for your nearest showroom and contact details. Payment can be taken securely over the phone.
Collection: when you arrive, call the showroom and quote your collection number. Your order will be brought out to you – please wear a face covering, wait outside, and respect physical distancing throughout.
WILL YOUR DELIVERY SERVICES BE AFFECTED?
On our Standard delivery service, we are currently delivering all online paint orders within 2 - 3 working days. Please allow time for delivery when placing your order. Delivery on online wallpaper orders (non-archived wallpapers) is within 7 working days. Delivery times may be longer than usual and vary based on your location. We appreciate your patience while we work hard to get everyone’s orders where they need to be. Please continue to refer to this page for the latest delivery timelines.
If you’re in a hurry, we also offer a same day despatch service to mainland UK. This means we’ll post your paint tins today, and they’ll be with you the next working day. Please note that this service is not available for orders placed after 12:00pm or on weekends and Bank Holidays.
We accept returns of unopened goods excluding bespoke and archive wallpapers and colours made to order.
Please note that we are not currently accepting returns to our showrooms. Customers wishing to return product should contact our Customer Services team.
Due to a high level of enquiries to our Customer Services team, it is taking us longer than usual to process requests for collections and returns. As long as we have received your request within 28 days of purchase or delivery – if your order was placed online or over the phone – we are happy to arrange collection and a full refund of the product, excluding any delivery charge. Please note that a collection charge of £8.95 applies for pickup from your home address and will be deducted from the refund amount. This is applicable to orders up to 10 litres. If you would like to return more than 10 litres there will be an additional cost dependant on weight. This cost will be confirmed at time of organising the collection.
Your refund will be processed once the goods are received back at our warehouse and will be processed within 3 - 5 working days of receipt of these.
Customers who have purchased from our showrooms from 08/10/2020 will have the option to return their goods within 28 days from the day lockdown restrictions are lifted and we open our doors to customers again.
CAN I CANCEL MY ORDER?
Yes. Please use our online cancellation form for your cancellation to be processed by our customer services team.
CAN YOU STILL HELP ME WITH COLOUR ADVICE?
Following the latest advice from the UK government, our in-home colour consultancy service is temporarily suspended, but we are still offering our virtual colour consultancy service. A virtual colour consultancy features the same expert advice and personal approach as our in-home sessions, with the flexibility of online communication to suit your schedule. Choose a time and date that suits you using our booking tool.
* Please note: our virtual colour consultancy service is currently offered in the UK, the USA and Canada, further international locations may be available on request.
WHAT ARE YOU DOING TO KEEP YOUR EMPLOYEES AND CUSTOMERS SAFE?
Keeping our employees and customers safe continues to be a key priority as we work through the challenges of the COVID pandemic. We have done and are doing everything we can to ensure we are following - and going further - than government guidance on how to protect our employees and customers.
We have implemented a number of safe systems of work to ensure safe practices including 2m social distancing, creating shift bubbles to reduce contact, reduced staff on site at one time, mandatory face masks across our sites, more hand washing stations and operating a closed door call and collect service in our showrooms. You can read more in regard to specific measures here farrow-ball.com/risk-assessment.
Where cases of the virus have been detected we are following appropriate processes to ensure the risk is not spread any further including asking staff to isolate straight away and closing the contaminated area for deep cleaning.
HOW CAN I BE KEPT UP TO DATE ON FURTHER DEVELOPMENTS?
We are 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.