Standard delivery: For mainland UK addresses our paint is packed and delivered to your door within 2 – 3 working days.
Please note that we cannot deliver to P.O. Boxes. Please be aware orders will not leave our factory on bank holidays or weekends.
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There is a delivery charge of £12.99 for paint orders to the Isle of Wight, Northern Ireland and the Scottish Highlands. Delivery to these areas may take a little longer and we’re unable to offer our express delivery service.
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Unfortunately, we are unable to deliver to the Isle of Man, Isles of Scilly and the Channel Islands at this time.
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Deliveries generally take place Monday – Friday from 8.30am to 5.30pm (excluding bank holidays). We cannot specify a particular delivery time. Deliveries can also take place on a Saturday or Sunday. Due to Covid regulations all orders do not require a signature upon delivery, so if you’re unlikely to be in during the day, consider having your order delivered to your place of work, or another address where somebody will be able to accept it for you. If you have specific delivery instructions please give us instructions when placing your order to pass on to the courier.
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Whilst Eaton House Studio will make every effort to carry out specific customer requests we do however reserve the right to deliver goods unsigned, or leave the goods at the delivery address or deliver to a neighbour unsigned. Deliveries to neighbours or those left without signature are left at the risk of the purchaser and in the event they go missing Eaton House Studio will not replace the goods. All deliveries are tracked and therefore proof that delivery has been made is recorded.
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Please check all of your order carefully as soon as it has been delivered to check that all the colours you have ordered are correct by lifting the lids to check the colour inside the can, and inform us in writing by email to paint@eatonhousestudio.com of any missing, wrong or damaged items within 24 hours of receipt. Please note, whilst we put all tins through a shaker to mix the paint, the paint will also require stirring prior to use.
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Additional Order Requests
Please note, once an order has been made, we are unable to add to the order over the telephone. Should you wish to purchase additional goods you will need to do so online. Alternatively, should you require additional services including upgrading a delivery time you should contact us via email.
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Cancelling Your Order
If you wish to cancel your order for standard shipping it is important that you do so ASAP. Please email paint@eatonhousestudio.com and request a cancellation. We cannot guarantee your order will be able to be cancelled as orders are often fulfilled and posted within the hour, but we will do our best depending on the status of your order when your email arrives. Where you have requested express or next day delivery, a cancellation instruction must be received within 1 hour of order being placed.
We want you to be totally satisfied with your order. So if you are unhappy with your goods for any reason, you can return unopened, standard stock items, in their original condition, within 14 days of receipt. Returned goods may be subject to a handling charge of 25% and you are responsible for all return postage fees. Please note that if your order is returned to us and damaged in transit we cannot refund your returned order.
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We are unable to offer refunds on items that have been especially made to a specific colour for you.
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The goods should be returned, at your cost, and must arrive in a condition fit for resale for a refund to be made.
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Damages
Any damages must be notified to Eaton House Studio in writing to paint@eatonhousestudio.com within 24 hours of receipt if a claim is to be made.
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Denting to metal tins and cans can occur during the transit process and we do not offer refunds for dented tins. Please note, deliveries are by courier and therefore we do not offer insurance against or accept responsibility for damages or leakages. In the very unlikely event that a parcel is leaking, you will be required to liaise directly with the courier.
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Please keep your packaging in case it needs to be returned.
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Faulty Goods
Any faulty goods must be notified to Eaton House Studio in writing to paint@eatonhousestudio.com within 24 hours of receipt if a claim is to be made.
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Please check your order carefully immediately after it has been delivered, and ensure you have the correct products and colours you ordered. Some mixed to order paints may need stirring before use because colourant can settle out after the paint has been in the shaker. If you are not satisfied the paint has been mixed at all we request you immediately return the paint to us for mixing.
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Goods found to be faulty should at your own expense be returned to us. The item will then be inspected and if it is then deemed to be of an unacceptable standard, we will then offer you either a replacement or refund.
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In the event a paint has been incorrectly mixed and the customer has applied the paint but not informed us of a colour problem then no liability is accepted for loss of time, redecoration cost, replacement goods or any other loss which may have occurred. We will deal with each case on an individual basis.
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Late delivery & errors from couriers
We cannot be held responsible for your order once the courier has collected from our warehouse. If the courier is at fault, we will do everything we can to help speed up the process for you, but ultimately we cannot be liable for any losses or delays at the customers end due to errors not made by us. If the order has been damaged or broken, please see the damaged goods section above. All couriers are external companies and we are not responsible for their actions but will do our absolute best to help you resolve the situation.
