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 – UK SHOWROOMS REOPENING
Our showrooms in the UK will be fully re-opening their doors to customers with some restrictions in place. Please read on to find out more.
WHAT RESTRICTIONS WILL BE IN PLACE AT MY LOCAL SHOWROOM?
All customers will be asked to wear a face covering while inside the store, sanitise hands on entry, maintain social distancing and to keep to 15-minute time slots. To help facilitate social distancing, customers may also be asked to wait outside for a short time during busier periods.
The maximum number of people permitted inside the showroom will be considered on a case-by-case basis, depending on the size of the showroom.
WHAT ARE THE SHOWROOM OPENING HOURS?
Subject to government guidance, we aim for showrooms to return to normal trading hours after reopening, with some exceptions. Please visit the individual showroom pages for local opening times.
HOW ELSE CAN I ORDER FROM YOU?
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 firstname.lastname@example.org. 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.
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 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.
Showrooms will be able to accept returns for products bought in-store including any purchases made from 8th October 2020 within the first 28 days of reopening. Please note but showrooms cannot refund online orders made through farrow-ball.com.
ARE YOUR DELIVERY SERVICES STILL 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. 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 the 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.
CAN I CANCEL MY ORDER?
CAN YOU STILL HELP ME WITH COLOUR ADVICE?
From the 12th April in England and 26th April in Scotland, our in-home colour consultancy service will be available again. We are still offering our virtual colour consultancy service which 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 and reducing contact, reduced staff on site at one time, mandatory face masks across our sites, more hand washing stations and restricting the amount of people at one time 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.