FAQs
Got questions? We’ve got answers!
Our FAQ page is designed to help you find quick, clear answers to common queries about products, orders, shipping, returns, and more. Whether you’re wondering about paint finishes, delivery times, or just general queries, we’ve covered the essentials to make your shopping experience smooth and hassle-free.
Still need help? Our customer support team is ready to assist!
General
Sustainability matters to us. That’s why we use 100% recyclable cardboard for our delivery boxes and inserts, and we encourage all customers to recycle whenever possible. The only exception is the tape used to seal the lids, which is non-recyclable—please dispose of it responsibly.
Colour
It is not possible to guarantee that the colours displayed on your device will match exactly to the paint shipped due to the different screen configurations and settings.
With this in mind, we would recommend you fill out our Free Colour Card Form or order a Sample Pot to check you are happy before making a bigger purchase.
We provide a colour matching service in Johnstone’s Trade paint.
Please provide the colour name, RAL number, or colour code along with your preferred paint brand and finish, and we’ll check our mixing machines to confirm if we can create a similar colour for you; do note that 1:1 matches can not be ensured.
Order & Payment
After placing your order, you’ll receive a confirmation email with your unique order number. Be sure to reference this number for any inquiries.
We accept all major credit and debit cards, as well as PayPal. However, we are unable to accept American Express or cheque payments.
All prices shown on our website are inclusive of VAT at the current rate.
Delivery
Stock
If an item you’ve requested is out of stock, we will notify you within 24 working hours. Where possible, we may offer a like-for-like or higher-quality substitute, but we will always inform you of any changes before dispatch.
Returns
If you receive a faulty item, please inform us, with your Order Reference Number, within 48 hours of receipt of the item so we can assist you. However, please note that mixed-to-order paint is non-refundable.
You may return any unused item in its original condition for a refund or exchange, provided you notify us within 14 days of receiving your order. Please note that bespoke products, such as mixed-to-order paint, are not eligible for returns.
As paint mixed is made-to-order we are unable to accept returns on paint that has been mixed already.
Damages
If there are no signs of leakage, your paint remains intact and is safe to use.
Please reach out to the courier used and contact their customer service for any leakages.
Complaints
Please fill out the form on our Contact Us page and make sure to include your Customer Reference/Order Number.
All complaints will be handled with the utmost discretion and confidentiality
