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
UPDATE 06/17/20: In accordance with localized regulations, our showrooms across North America are open with strict hygiene and social distancing measures in place to help keep our staff and customers safe. Masks are required while shopping. Calling your local showroom ahead to place your order is recommended.
Please check the opening hours of your nearest Farrow & Ball location on our Showrooms & Stockists page before you visit. If you have any concerns, our managers will be pleased to speak with you – you’ll find contact details on the individual listing page for your nearest store.
CAN I STILL ORDER FROM YOU?
Yes, there are a few ways you can order from us. Our showrooms are currently operating a call and collect service – please see the individual listing for your nearest showroom to check the opening hours and contact details.
If you prefer, you can 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 1-888-511-1121 or email NASales@Farrow-Ball.com
Please keep in mind that our Customer Services team are currently dealing with extremely high volumes of calls and emails but we will respond to your query as soon as we’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 3 - 5 working days to fulfil standard delivery orders for paint orders and 10 working days to fulfil standard delivery orders for non-archived wallpapers (14 working days for archived wallpapers).
WHAT IS YOUR REFUND PROCESS?
If you’d like a refund on items you’ve already received, please return them to us unopened and within 14 days of purchase. Once we’ve received your items, our Customer Services team will process your refund less a 25% restocking fee.
If you have any questions, please give us a call on 1-888-511-1121 or via email at NASales@Farrow-Ball.com.
Please note that the consumer is responsible to return the goods to Farrow & Ball in unopened and resaleable condition.
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?
Please call our Customer Services team on 1-888-511-1121 or email NASales@Farrow-Ball.com and they’ll help you cancel any orders that have yet to be shipped.
CAN YOU STILL HELP ME WITH COLOUR ADVICE?
To help prioritize the wellbeing of you the customer and our Colour Consultants, we’re temporarily suspending bookings for our in-home colour consultancy service. We are however pleased to be able to book an online consultancy with one of our colour experts – 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.
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.