Deliveries
We aim to dispatch all our orders received prior to 1pm the same working day and ship on next working day service for eligible products. Orders received after this time will be processed on the next working day.
(Please note that 20L and 25L items are shipped on an ADR service, with delivery made by a separate vehicle. If an item misses the ADR collection at the courier depot on the day of dispatch, it will be collected on the next working day. For this reason, we advise that 20L and 25L items can take 1-2 working days to arrive on a next day service.)
Free Shipping is available for orders over £75 nett on selected products, please allow up to 5 working days for delivery
- Orders are processed, shipped and delivered between Monday to Friday.
- Orders received on a Saturday or Sunday (Excluding Bank Holiday Weekends) will be processed on the next working day (Monday) and shipped on Next Working Day service
- For the Free Shipping option please allow up to 3 working days for delivery
- During high demand periods we reserve the right to extend our handling times. This will be shown prior to purchase in the estimated delivery above the add to basket section.
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 [email protected]
We aim to dispatch all our orders received prior to 1pm the same working day and ship on next working day service. Please note this is subject to stock availability. We use a live stock system and occasionally there may be stock discrepancies on fast moving products. If for any reason there is a stock discrepancy with your order will will advise you by email and phone. .
Deliveries are made between 8am 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.
Alternatively you can specify a more suitable delivery date when ordering for your convenience
Next Working Day delivery is available on selected stock items only, for orders received before 1pm, for exclusions please see below:
*For the Free Shipping option please allow up to 3 working days for delivery
- Next day deliveries will be delivered on the next working day, Monday to Friday, between 8am 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 large items or quantities subject to ADR carriage. Please contact us prior to your purchase by emailing [email protected] 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
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 [email protected]. 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 the tin clips (if applied) still intact, and a refund for the product will be issued once they are received back. Shipping charges are excluded from the refund for products that are not faulty
Please note the buyer is responsible for the cost of returning goods which are not faulty. If goods are faulty you must contact us as soon as possible. Shipping costs will only be refunded where the fault is reported within 30 days from receipt of the delivery.
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.
For items that are no longer needed, for a refund the goods need to be returned back within 30 days from receipt of delivery
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 [email protected]
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.
