Shipping & Delivery

COVID-19 Update:

Deliveries are being affected due to constraints in our fulfillment channels. Please allow up-to 5 working days for delivery.

We thank you for your understanding and apologize for any inconvenience this may cause.

By ordering with us, you have accepted the delivery delay statement in our terms and conditions. We cannot refund any delivery costs where the order is delayed.   

Deliveries

  • Next day delivery option is available on selected products for orders placed before 1pm however they may be subject to an additional charge. Covid-19 will delay deliveries, please take note.

Responsible Shipping of Paints & Aerosols

Solvent based paints and aerosols are classed as Hazardous Goods with restrictions on the Limited Quantity size allowed for road, air and sea transportation, which are only permitted to be shipped by an Approved ADR Courier.

Due to the nature of the products specialist handling is ESSENTIAL and many well-known couriers such as Hermes, TNT, UK Mail and DPD are prohibited to ship these items.

Royal Mail:  To comply with national and international regulations governing the carriage of mail, and ensure that mail in transport does not present a danger to the general public, we restrict or prohibit certain items from our network.

We want to ensure the mail is safe for everyone. Many everyday items, such as aerosols, paints, nail varnish and perfumes are considered dangerous goods under transport legislation.

Unfortunately shipping these items does mean products classed as Flammable liquids may result in an increased shipping charge applied by our couriers.
As per the recommendations for secure transportation of any dangerous goods as listed in the European Agreement Concerning the International Carriage of Goods (ADR) 2009 (Dangerous Goods).

Available Delivery Options

Please see below available services and delivery timescales. If you would like an alternative service to the standard please contact us for a price and availability by emailing sales@palatinepaints.co.uk

We aim to despatch all our orders within 3-5 working days from when you place your order, alternatively you can specify a more suitable delivery date when ordering for your convenience.

Deliveries are made between 9am and 5pm, Monday to Friday (excluding Bank Holidays) and a signature will be required at point of delivery, unless instructions have been given to leave in a safe place.

Next Working Day delivery is available on selected stock items only, for orders received before 1pm, for exclusions please see below:

  • Next day deliveries will be delivered on the next working day, Monday to Friday, between 9am and 5pm.
  • For orders placed on Saturday or Sunday, the earliest delivery day would be the second available working day.
  • For Saturday deliveries, please call to check on the availability of this service in your area. Saturday deliveries will be subject to an additional premium.

Please note: All delivery dates given are estimated, Palatine Paints shall not be liable to make good any damage or loss whether arising directly or indirectly out of a delay in delivery. Deliveries are made using reliable nationwide carriers.

Although the majority of consignments arrive on time, we recommend that no labour, access equipment, hired tools, etc. is employed/purchased to undertake work until the correct materials have arrived on site in useable condition.

1 Additional charges may apply for items subject to ADR carriage even if the minimum order for free delivery is achieved. Please contact us prior to your purchase by emailing sales@palatinepaints.co.uk to obtain a full delivery cost. By completing your payment, you are accepting any additional charges applied.

Please note: Orders dispatched by the couriers

If for any reason, the couriers are unable to make delivery, (i.e. you are not present at point of delivery), a card will be left detailing how you can make alternative arrangements for delivery with the courier. FedEx will attempt to deliver your order a maximum of 2 times without any extra costs being incurred. You will also receive updates by text which can be used to re-arrange delivery

 

Please note: Cancelling items, combining orders, or changing your delivery address, speed, or preference might affect your order’s eligibility for Free Delivery. We reserve the right to change or discontinue our free delivery policy at any time although this will not affect existing orders

Returns & Refunds

If you would like to make any amendments to your order, or if for any reason you need to cancel you order, please inform us by email sales@palatinepaints.co.uk. We will then send you an email confirming that the amendment or cancellation has been processed. Any orders cancelled after dispatch shall be subject to a return handling charge.

Refunds

If for any reason you are not 100 % happy with our products, we are happy to refund you once these have been returned as per the terms below:

Goods must be returned in an unused condition, in the original packaging, and a refund will be issued once they are received back.

Please note the buyer is responsible for the cost of returning goods which are not faulty.

Please be aware paints and coatings (flammable liquids) cannot be returned via Royal Mail, we are able to arrange collection. Please contact us to confirm a cost.

Items should be returned within 14 days from purchase.

Please contact us first for a returns number (RN) by completing the online returns form, before anything is sent back to us.

Unless faulty, bespoke products from our colour match range are excluded from our refund policy.
Prior to purchase, shade cards are available for these products, which will show a more accurate colour match than is available on computer screens. If you require a shade card then please contact us on 01942 884122 or email sales@palatinepaints.co.uk

Goods damaged in transit or short delivery

If you have received delivery and there are any items that are missing or have been damaged in transit we must be notified within 24 hours of receiving your delivery. Once this has been investigated, we will aim to dispatch any replacement goods as soon as possible for you.

For any issues with non-delivery, we must be notified with 48 hours from date of invoice.

COVID-19 Notice

Deliveries are being affected due to constraints in our fulfillment channels. Please allow between 5-10 working days for delivery.

Thank you for your patience and understanding.
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