Delivery and returns

Normal shop parcels are priced through Parcel2Go using the delivery postcode and the packed weight and size. You see the price before paying. If a reliable online price is not available, nothing is charged: we check the packed goods and email the full total with a payment link.

Highlands, islands, Northern Ireland and offshore addresses are quoted by hand — place the enquiry and we will come back with a price and a date.

Stock items ordered before 12:00 on a working day normally leave the same day. You get an email the moment the order is marked as despatched, with the carrier and the tracking number on it.

You can follow any order at any time on the order tracking page using your order number and postcode.

Choose collection at checkout and we will email you when it is picked and waiting. The counter is at Unit 2 Mill Lane Trading Estate, Croydon CR0 4AA, open Monday – Friday, 8am – 5pm. Bring your order number.

Where we separately arrange our own van for bulky goods, the standard service is provided by one person. Please have suitable help available to unload and move items into the property. Our driver will not move heavy or bulky items alone, carry them up or down stairs, or work through restricted access without help.

Ask for a two-person delivery when you order if help will not be available — an extra charge may apply and we will tell you what it is first. If a visit fails because help or access is not available, a return visit may be chargeable. The full wording is in the terms of sale.

Check the goods before you sign. If a pallet looks damaged, note it on the driver's paperwork and photograph it. Tell us within 48 hours of delivery about damage or a short delivery and we will put it right at our cost.

A consumer can cancel a standard stock order before it is despatched. Use the order page from your confirmation email. If nothing has been paid, we release the order and stock. If a card payment has cleared, cancellation completes when Stripe confirms the refund.

If a Parcel2Go booking has already been bought, we will cancel it where it is still eligible before collection or drop-off. We do not promise a courier refund until Parcel2Go confirms it. Orders that have left us follow the return process below.

This policy covers new, unused stock goods bought from the online shop or the trade counter. It does not cover bespoke joinery or spray finishing: those are commissioned to your own sizes and colours and are not returnable unless faulty.

• You have 14 days from delivery to tell us you have changed your mind, and 14 more days to get the goods back to us.
• Condition: new and unused, in the original packaging.
• How to return: by post, or in person at our trade counter at Unit 2 Mill Lane Trading Estate, Croydon CR0 4AA.
• Return postage: paid by you. If the item is faulty, damaged or not what you ordered, we pay.
• Restocking fee: none.
• Refund: full refund within 14 days of the goods reaching us, to the original payment method.
• Exchanges: not offered — we refund and you order again.

Ring 020 8944 2817 or email info@painted.co.uk with your order number to start a return.

Trade accounts may return unused stock within 30 days by arrangement. A restocking charge may apply on special-order lines. This is a separate account arrangement and does not change the 14-day consumer policy above.

Bespoke joinery and spray finishing are not covered by the returns policy at all. Nor are cut-to-size board, edged panels, machined parts, made-to-measure doors, mixed paint or anything sprayed to your colour: all of these are made to your specification and cannot be returned unless faulty. See the terms of sale.

For an eligible cancellation before despatch, we start the refund once the order has passed the checks above. For a return, we refund in full within 14 days of the goods reaching us and being checked. Money goes to the original payment method; your bank controls when it shows. Trade-account credit appears on the next statement.

Ring 020 8944 2817 or email info@painted.co.uk with your order number and we will sort it.