Frequently Asked Questions (FAQs)

Ordering

• How do I place an order on the PaintWell website?

  Simply browse our range of products, add them to your basket, and head to checkout. It’s as easy as that! You can pay with your debit or credit card, PayPal, or ApplePay.

• Can I change or cancel my order after placing it?

  If you need to make changes, give us a call as soon as possible. We’ll do our best to help before your order is processed. Please note that we ship orders at 2pm each day, so be sure to get in touch before then to avoid your order being dispatched.

• Do I need an account to place an order?

  No, you can check out as a guest. But, having an account makes it easier to track your orders and manage your details.

• What if an item I want is out of stock?

  Check back soon or get in touch with our team – we can often suggest alternatives or let you know when it’s back in stock.

• How do I use a discount code?

  Enter your discount code at the basket page or checkout and click ‘Apply’. If valid, your discount will be applied.

Customer Support

• How do I contact customer support?

  You can reach us via phone, email, or our contact form and we will get back to you during our business hours. We’re always happy to help!

• What are your customer service hours?

  Our team is available Monday to Friday, 9am to 5pm. Got a question outside these hours? Drop us an email or use our contact form and we’ll get back to you.

• Can I get advice on products before buying?

  Absolutely! Our friendly team can provide expert advice on all our products, whether you’re a trade professional or a DIY enthusiast.

• Where can I find product information?

  Product details are listed on each product page. If you need more info, feel free to reach out to our team.

Delivery

• How much does delivery cost?

  We offer free delivery on orders £60 and over (excluding VAT, mainland UK only). Standard delivery charges apply for smaller orders.

• Do you offer next day delivery?

  Yes, we do! Order by 2pm for next day delivery on in-stock items. Perfect if you’re in a hurry.

• Can I track my order?

  Yes, once your order is dispatched, you’ll receive a tracking number so you can keep an eye on its progress.

• Do you deliver to all UK locations?

  We deliver across mainland UK only. For more remote locations, we may not be able to fulfil your order, or there may be additional delivery times or costs.

Returns & Cancellations

• How do I return an item?

  If you need to return something, just contact us within 30 days of receipt. We’ll guide you through the process.

• Can I cancel my order?

  Yes, you can cancel your order if it hasn’t been dispatched. Give us a call and we’ll sort it for you.

• What if my item arrives damaged?

  We’re sorry if that happens! Please contact us straight away with your order number and photos of the damage so we can resolve it.

• How long do refunds take?

  Refunds are usually processed within 5-7 working days after we receive the returned item.

Payments

• What payment methods do you accept?

  We accept all major credit and debit cards, as well as ApplePay, PayPal and Klarna for flexible payment options.

• Is it safe to use my card on your website?

  Absolutely. Our website is fully secure and PCI-compliant to protect your payment information.

• Can I use multiple discount codes?

  Unfortunately, only one discount code can be applied per order.

Trade Accounts

• What are the benefits of a Trade Account?

  Trade Accounts give you access to exclusive prices and promotions, flexible credit terms, and free local delivery on qualifying orders.

• How do I apply for a Trade Account?

  You can apply online, in-store, or by post. Visit our Trade Account page for details and to download the application form.

• Can I track my Trade Account orders online?

  Yes, with a Trade Account, you can view your order history, invoices, and account balance online.