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
Our UK showrooms are now starting to reopen with new processes in place to keep you and our employees as safe as possible. Please visit the individual showroom pages to find out if your local showroom is open.
CAN I STILL ORDER FROM YOU?
Yes, there are a few ways you can order from us. Our newly reopened showrooms will be operating a call and collect service – please see the individual listing for your nearest showroom to check opening hours and contact details.
If you prefer, you can still order from right here on our website, or by getting in touch with our Customer Services team, who are safely working from home and set up to take orders by phone or email. Call +44(0)1202 876141 or email firstname.lastname@example.org to place your order.
Please keep in mind that our Customer Services team are currently dealing with extremely high volumes of calls and emails may take up to 48 hours to reply to 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 and we are dispatching all online paint orders within 2-4 working days. It is not possible for us to inform you of the delivery date of your order, you will receive notification when the order is dispatched.
We accept returns of unopened goods excluding bespoke and archive wallpapers and colours made to order.
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 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.
Some of our showrooms are open, but we are unfortunately unable to accept online returns in store at the moment. Please check back here for updates.
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?
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.
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.