Order & Returns Policy
24 February 2021
Ordering and Returns Info
Quick one - paint delivery is a little slower than our usual lightspeed right now, with some paints out of stock as we move COAT HQ! Delivery times are always confirmed before you checkout though. Thanks for your patience, back to normal service soon! Rob and Rob.
We offer free delivery for Swatches ordered to a mainland UK address. Swatches are dispatched via Royal Mail 1st Class, who aim to deliver the next working day - including Saturdays but excluding Sundays. Sometimes, this takes longer and especially during Covid-19, we know that Royal Mail 1st Class is typically taking 2-4 days.
Orders to non-UK Mainland addresses (inc. Northern Ireland, Isle of Man, Channel Islands, Scilly and Shetland Isles) are also offered free via Royal Mail 1st Class, but may take a little longer. Unfortunately at the moment we are unable to ship outside of the UK, including The Republic of Ireland.
Please check confirmed delivery times at checkout. We offer free next working day delivery for Paint and Supplies - ordered to a mainland UK address before 1pm. Paint and Supplies are dispatched via DPD, who aim to deliver the next working day- excluding weekends. Sometimes we're unable to offer next-day delivery based on stock or delivery issues, but final delivery times are always displayed at checkout. For orders placed before 1pm they will be delivered the next working day, and for orders placed after 1pm or over the weekend they will be delivered up to two working days later.
You can choose Saturday Delivery with a fee of £15 at checkout, where available.
Orders to non-UK Mainland addresses (inc. Northern Ireland, Isle of Man, Channel Islands, Scilly and Shetland Isles) have a delivery fee of £20, and may take an additional working day to arrive. Express Weekend Delivery is not available as an option.
For all orders dispatched via DPD you will receive tracking and delivery scheduling options directly from them.
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 or DPD that are outside our control.
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 email@example.com to make any changes to your order during this time.
You can cancel and return your order within 30 days. Please contact firstname.lastname@example.org and a member of our support team will help to process your cancellation.
Your products will need to be returned unopened in their original packaging before we can process your refund. 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 Swatches that have been peeled from their backing or in any way altered either. You can't return custom orders, that means anything that is not sold on our website for general sale at the time of purchase e.g. custom colours.
Once your refund has been processed by us, you can return the product in it's original packaging using the shipping address we'll provide to you. We don't charge anything for returns, but you are responsible for the return postage costs. We can arrange a courier to collect your parcel from home if you like - the cost for this is £15.99 for Mainland UK, or £40 other areas which will be deducted from the final refunded amount. We reserve the right to charge more than this for returns of more than 3 products, but will only charge the direct courier cost based on the total return item weight.
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 choses DPD as our delivery partner specifically for their Carbon Neutral Commitment. DPD is committed to making every parcel delivery carbon neutral at no extra cost to customers - specifically through a series of carbon-reducing measures, and carbon offsetting. You can read more here.
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.
Call or message us
+44(0) 7368 870 097
write to us
COAT Trading Ltd, Kemp House 160 City Road, London EC1V 2NX