DELIVERY AND RETURNS

Delivery

Postage and packing is free for UK mainland orders over £60 value. For UK orders under £60, and for all orders to Europe and the Rest of the World, shipping charges apply calculated by the weight of the item, its volumetric weight and other factors. 

We offer worldwide shipping. However, you will need to create an account with your country/address details to see the shipping rate to your country. Delivery may also be delayed due to customs processing times. Customs, duty and admin charges will normally be payable upon entry to your country and sometimes this can feel disproportionate to the (tax free at purchase point) item cost. DELIVERIES CANNOT BE REFUSED OR RETURNED DUE TO CUSTOMS CHARGES so do not place the order if unsure of the overall costs.

We don't aim to make money on shipping but we use premium couriers (usually DPD with a next day delivery for UK orders). This means that carriage can be quite expensive (about £7 for a small parcel on a tracked next day service, and that's excluding the packaging and the time to pick, pack and dispatch the order).

We strive to deliver your purchase to you as soon as we can; in some cases this will be the next working day (place your order before 8am for best results). Orders place later in the morning or in the afternoon will often go the next day due to internal order admin or courier collection timings. However please allow up to two working days for delivery of UK orders before contacting us; a tracking email will usually be sent to update you of order progress.

TikTok Shop orders take longer to arrive - please allow 4-8 working days. This is because they allow a timeframe for orders to be prepared and then generally use 48 hour courier services rather than a next day option.

For European and Rest of World orders, customs can cause massive delays so whilst we use DHL for couriered items and transit times can be a matter of days, please allow 14 working days for items to arrive if sent by courier, and 28 days for smaller items sent by airmail. Note that customs fees, duties, taxes and admin charges may be requested directly from the courier before delivery. Parcels cannot be refused or returned due to unexpected customs charges - these are levied by the importing government on the citizen who is importing the goods - and are not charges we make, can waiver or even predict. Items that are refused or remain with unpaid duty charges will not be eligible for full refunds - only a partial refund if at all (the items' cost minus the original delivery charges and any return delivery charges imposed by the shipper to return the items to us). Don't forget, tax free savings made at purchase will off-set some of the import duty and tax costs.

No responsibility can be accepted for delivery to an incorrectly submitted address, or items mislaid, misplaced or stolen after a successful delivery to the correct address.

Please accept damaged items and then notify us immediately of the damage and take photographs of the packaging and the item. Items are bagged for transit in case of leakage. Do not refuse or send back damaged parcels but inspect them carefully and safely before reporting to us.

Something wrong with the order? Please contact us with 1) a description of the problem, 2) your daytime delivery address and phone number, and 3) if possible, a photo of the physical paper packing note/invoice that came with your order. We'll try and rectify any issues as soon as we can.

Can't locate a delivered item? Check your tracking link first, as this should have been sent to your order email but may be in junk. There should be a pic to help you locate the item. Then check with family members or work colleagues, before moving on to neighbours and checking doorbell camera footage. Couriers do not need a signature since Covid, delivery to a safe location at your given address is considered to be adequate. Get in touch if you still can't locate the item.

Cancellations and Combining of Orders

Please research products and pricing carefully before ordering; cancelling an order after payment and processing incurs costs and may cause issues - sometimes we physically can't stop something leaving the warehouse before it is too late. We will only allow cancellations to orders in EXCEPTIONAL CIRCUMSTANCES and a cancellation fee of 10% (orders of £100 and under) or 5% (orders over £100) may apply (to cover admin and restocking costs). Likewise, orders placed separately will be picked and packed by separate staff members and there is no current way of automatically combining them. Multiple transaction fees and processing costs apply. We can only combine orders and refund any shipping in EXCEPTIONAL CIRCUMSTANCES.

Returns and Customer Care

If you are not 100% happy with your purchase, you may return it within fourteen days for a replacement product of the same type or value, or a refund, excluding original and return carriage costs and any restocking charges or administration fees. The order would need to be sent back to us tracked/signed for. If part of the order is returned, discounts and free shipping deals may also be taken into account regarding the refund amount. This does not affect your existing statutory rights.

Performance Issues

Always read the instructions before using any product. The labels are peelable with multi-language info inside them. Performance issues are sometimes down to unrealistic expectations or incompatibility with a particular finish in unusual circumstances. ALWAYS TEST PRODUCTS ON INCONSPICUOUS AREAS FIRST IF UNSURE OF RESULTS AND USE STRONG CHEMICALS SPARINGLY OR IN DILUTED FORM UNTIL FAMILIAR WITH THEIR EFFECTS. If you need help or simply can't get on with a product, get in touch using our contact form and we'll try and assist. There may be another product more suited to what you're trying to do. If you live in a hard water area, there are numerous issues with limescale precipitation that can result in watermarks or clouding effects on sensitive finishes (or even regular paint). Watermarks can bond to, or etch into, the original finish and may need a dedicated waterspot remover or abrasion to remove (suitable polish).

Shelf Life / Storage

Shelf life on products is usually 2 years or more, but storage conditions can be critical. Lid on, never too hot or cold... never allow to freeze. And always keep away from children and pets.