ORDERS & DELIVERIES
PAINT & DECORATING SUPPLIES
Mainland UK addresses
If your splat order of paint and supplies is over £70, delivery is free. If your paint and supplies order is under £70, we will apply a £6.50 delivery charge at checkout.
Try to place your order before 1 pm if you want it shipped the same day. Otherwise, we’ll ship orders the next working day. We ship orders on weekdays (Monday-Friday, excluding bank holidays). Our paint and supplies are dispatched via The Royal Mail or APC on a next working day service. The Royal Mail or APC will take care of sending you tracking and delivery scheduling options once they get your order.
Non-UK Mainland addresses (inc. Isle of Man, Channel Islands, Scilly, and Shetland Isles)
The delivery fee is £10, and they’re dispatched through The Royal Mail or APC as well. They may take an additional working day to arrive but cheer up – you very likely live in a beautiful place!
Saturday or Sunday Delivery
If you’re impatient to start your DIY project, you can opt for Saturday or Sunday delivery, when available, and the fee is £10. Just ask us!
Festive period
Orders placed over the festive period will take 5-7 working days to arrive – both us, the The Royal Mail and APC people are probably busy wrapping presents.
CUSTOM ORDERS
What is a custom order?
A custom order is custom paint – colours outside the range available on our website, like colour matches.
Can splat do custom orders?
Yes, we can totally do that for you. We have a huge dataset of colours and the technology to match almost all paint colours. We’re pretty sure that your custom paint will match the colour you want with at least 95% accuracy.
What if you can’t customise a kind of paint in the colour I want?
We will let you know straight away in case we don’t think we can get to the desired colour. Of course, we won’t abandon you to your fate: when there is a colour we can’t match or something we can’t do, we’ll discuss different tailored solutions for all your decorating questions and needs with you.
Custom order delivery
Free delivery over £70 orders if shipped to a mainland UK address, or £6.50 delivery fee if the order is under £70. We ship custom orders in 1-2 working days via The Royal Mail or APC, and they will take care of tracking and delivery scheduling options.
If you order to a non-UK Mainland address (inc. Isle of Man, Channel Islands, Scilly, and Shetland Isles) have a delivery fee of £10, and it may take an additional working day to arrive.
Again, if you order during festive periods, custom orders may take 5-7 working days to arrive too. We’ll mix your paint and The Royal Mail or APC will deliver it as soon as we’re all done with presents and food.
COLOUR CHARTS
If you order a colour chart, we’ll deliver it for free (yay!) via Royal Mail 2nd class, which generally takes 2-3 working days to arrive.
DELAYS
You probably can’t wait to dip the brush if you’re starting a new decorating project, so we’ll always do our best to get your orders to you as quickly as possible, alongside our delivery partners. If we think that it will take longer than usual to deliver your order due to issues in our control (for example stock availability), it will be displayed on our website, or we will inform you. Unfortunately, we can’t be held liable for any delays caused by Royal Mail or APC outside our control.
RETURNS
CANCELLATIONS & RETURNS
We always hope you’ll be happy with your order, but you can return it within 30 days for free and receive a refund if that’s not the case. You just need to contact our awesome support team at [email protected] and your return will be processed straight away.
You can also generally change your order or cancel it before we ship it: please get in touch with us at [email protected] if you want to do that. We are very quick, and most of the time we’ll start mixing your paint as soon as you order, but we’ll try our best to make changes as easy as possible.
How do I prepare my products for return?
You need to make sure about a few things to qualify for a refund. Paint and decorating supplies that have been opened might be contaminated, so all the products need to be unopened in their original packaging to be returned and refunded. Unfortunately, you can’t return custom orders (anything that is not sold on our website for general sale at the time of purchase, like custom colours or mixed colours).
It’s necessary that you return products in their original boxes and molds. Otherwise, our couriers won’t accept them. Original packaging is key for safe carriage, so please ensure that everything is well packed exactly how we sent it to you when you prepare your items for return.
If products are damaged or in an un-saleable state, we’re sorry but can’t accept them.
Essentially, you can return any regular order (not custom) if products have not been opened, they’re not damaged, they’re in their original packaging and you make sure to box them up in their original boxes and molds.
Just in case you need to return more than 15kg of product, we reserve the right to charge a return fee according to the total return item weight.
What products can I return?
You can return all the standard paint and decorating supplies orders, excluding custom orders and any Farrow & Ball, Little Greene or Paint & Paper Library products which are all made to order. You can’t return custom colours that aren’t part of the splat stock, such as colour matches or any other mixed paint.
Custom orders are mixed specifically for you and they’re not resealable, so we can’t take them back unless there is a problem. If that’s the case, the regular return policy applies can be applied to custom orders after we discuss it with you.
I understand I can’t return my custom order, but can I change it?
We are very quick at mixing paint at splat, so if you want to edit or cancel your custom order, you can do it up to 1 hour after it has been placed. Contact [email protected] to make any changes to your order during this time.
ISSUES WITH YOUR ORDER
Our priority is to make you happy with your paint, but sometimes things get in the way. That’s life. If you found some issues with your order, we’re very sorry and want to help. Contact us at [email protected] and we’ll help you straight away. Of course, we will refund or replace damaged orders at no extra charge.
EFFICIENT AND CARBON NEUTRAL DELIVERIES
If you’re reading this, you probably already realised that we’re all about sustainability here at splat. That’s why we chose The Royal Mail and APC as our delivery partners: The Royal Mail and APC are committed to carbon neutral delivery, and they offset 100% of their transport and energy consumption. They are on a great green journey to be the greenest delivery companies on this planet (exactly what splat wants to do in the paint and decorating industry).
Our partnership with The Royal Mail and APC isn’t the only thing we do in our commitment to a greener future. Check our sustainability page out to see all the things we’re doing, including a conscious approach to packaging and our own carbon offset programme. Let’s paint the planet green together!
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+44(0) 1845 444146
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@splatdecoratingsupplies