Order & Returns Policy
Delivery & Returns
For Standard Delivery, samples are sent via Royal Mail at a cost of £1 for a 2-4 working day service.
For Express Delivery, samples are sent via Royal Mail Tracked service at a cost of £2. Please place your order by 1pm to ensure it is shipped the same day.
For non-UK mainland and European delivery, parcels will be sent from our European operation via a local carrier. We aim to deliver within 2-3 working days, however this can sometimes take up to 5 working days.
For Next Working Day Delivery, please place you order before 1pm to receive your parcel the next working day. Orders placed after 1pm will ship the following working day. Orders placed at the weekend or during Bank Holidays will be dispatched the following working day.
Please note that we cannot deliver to P.O. Boxes.
We offer free UK delivery for Paint and Supplies on all orders over £100. For orders under £100, there will be a £5 delivery charge applied at checkout. All Paint and Supplies orders are sent with DPD.
For delivery to Northern Ireland, Scottish Highlands, Scottish Islands, Shetland Islands, and Scilly Isles, please allow 3-5 working days for delivery.
We offer premium weekend delivery options. For Saturday Delivery £8 (UK Mainland), please place your order before 1pm on Friday and select this Premium delivery option at checkout to receive your parcel on Saturday. For Sunday delivery £8 (UK Mainland), please place your order before 1pm on Saturday and select this Premium delivery option at checkout to receive your parcel on Sunday. Unfortunately this is not a guaranteed service.
For Europe, please select our EURO shop. Prices and delivery options will be displayed at checkout. There are no shipping duties as we also produce locally in Europe.
Custom Orders are Custom Colours outside of the core range freely available on our website, for example colour matches. The COAT database holds thousands of colour recipes, and we have the technology to match almost all premium paint colours in our own luxury eco formulation with at least 95% accuracy. Just head to our Custom Colour page, click add to basket, and enter the brand/ name/ colour ref in the Custom Requirements box. We’re very confident our custom colours will match with at least 95% accuracy - but if we really don’t think we can achieve this, we’ll let you know via email.
We’ll always aim to get your orders to you as quickly as possible, alongside
our delivery partners. If we expect any delays that are in our control, for example based on stock availability, these will be clearly displayed on our
website before ordering. Unfortunately we can’t be held liable for any delays
caused by Royal Mail, DPD or our European carrier partners that are outside our control.
You can create a return within 30 days of ordering via our online returns portal. If you're in the UK, take a read of the terms below and then click here to start your return
There is a £5 return and restock charge which will be automatically applied to any refund due.
You’ll need to return products unopened and in their original packaging. Our couriers won’t accept paint that isn’t in the original boxes and fitments - it’s a condition of safe carriage (or they can end up a right mess, as you can probably imagine). Sorry but we can't accept returns and refund items that arrive back with us in a damaged/un-saleable state.
Unfortunately we can’t use returned paint or supplies that have been opened - they might be contaminated with dust or bits of dirt. We can’t accept samples that have been peeled from their backing or in any way altered either.
Once your return request has been approved you will be sent a returns label from our returns carrier Collect+. You can either print this and apply it to the box or use the barcode scan and print it when you drop it at your local Collect+ point. Collect+ locations can be found here. You’ll be provided with a returns receipt from you Collect+ point which includes tracking information, so you can see your parcel return make its way back to COAT. Once this has been received by our warehouse, accepted returns will be credited back to the original payment method within 5 working days. If there are any issues with your return we’ll contact your straight away.
We won’t be able to accept returns of custom orders - that means anything that is not sold on our website for general sale at the time of purchase e.g. custom colours or colour matches.
If you want to request a return and you’re located outside of the UK please contact us on firstname.lastname@example.org with your order number and we’ll be happy to help.
If you want to make a change to your order or cancel before it’s been shipped, we can usually do that too - just contact us on email@example.com. Note that we start making your paint freshly straight away (we’re THAT quick) but we’ll try our best to make order changes as easy as possible.
Custom Orders are for Custom Colours that aren’t part of the COAT Core palette - for example, colour matches. We start making your fresh paint straight away, so we can get it to you quickly. You can edit or cancel your order up to 1 hour after it has been placed. Contact firstname.lastname@example.org to make any changes to your order during this time.
Unfortunately because they’re custom orders mixed for you and not re-saleable, we don’t accept returns on Custom Orders unless there’s a problem - in which case our regular returns policy applies.
Naturally we hope you’re really happy with COAT. But if for some reason you aren’t, we want to help. Contact email@example.com and we’ll help you right away. We will of course refund or replace damaged orders at no extra charge.
We chose DPD as our delivery partner for their tech and environmental focus - ensuring that your paint arrives safely. DPD is committed to completely Carbon Neutral deliveries too - which suits us (and the planet) perfectly.
COAT has chosen to go further in our commitment to sustainability and reducing our business impact. Beyond a conscious approach to product and packaging - we analysed our entire business operation and chose to offset our carbon impact entirely, by supporting UN approved carbon-reducing projects worldwide. Together, we can do better.
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