SHIPPING
Order time cutoff is 11am. Orders arriving after that will be processed next working day.
We now offer both standard delivery (3-5 working days) and express delivery (1-2 days).
We do not guarantee next day delivery – Express Shipping is on a 1-2 day next working service, but this is always courier dependent.
Please add items to basket to calculate shipping costs.
Colour Charts: Free Shipping
Tester pots shipped from £3.95
Economy 3-5 Day Shipping from £7.50
Express Next Working Day from £12.50
Closed on Bank Holidays.
UK Postcodes listed below may incur additional shipping charges (Please check with us first)
AB / BT / DD / FK / HS / IV / KA / KW / PA / PH / PO / ZE
PAINT DELIVERIES
All orders placed after 11am are processed in the morning of the next working day. Next working day orders that are placed at the weekend will be packed and shipped on Monday, and will be delivered on Tuesday (if on Express Shipping). Saturday and Sunday are not working days for either us or the couriers.
Express Shipping – ORDER TIME AND DELIVERY DAY EXAMPLE
Orders that arrive Friday 11:01am through to Monday 11am – Processed & Despatched same day, for delivery on Tuesday
Orders that arrive Monday 11:01am through to Tuesday 11am– Processed & Despatched same day, for delivery on Wednesday
Orders that arrive Tuesday 11:01am through to Wednesday 11am– Processed & Despatched same day, for delivery on Thursday
Orders that arrive Wednesday 11:01am through to Thursday 11am– Processed & Despatched same day, for delivery on Friday
Orders that arrive Thursday 11:01am through to Friday 11am– Processed & Despatched same day, for delivery on Monday
* Please note, if this is your first order we will only send to the cardholders/billing address for security, even if you have put in a different shipping address when in the checkout. If you would like an order shipped elsewhere get in contact first. Security is our priority.
We are not responsible if your order arrives later than your painter/decoration job is due to start! Please leave plenty of time due to postal delays / strikes / general posting chaos!
RETURNS POLICY
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. You are responsible for all return postage fees shipping back to us, and your original postage costs are non refundable.
Please note that if your order is returned to us and damaged in transit we cannot credit your returned order*. Please note, our orders go straight from the website to the tinting / mixing systems, so please be aware at busy times we may not be able to cancel your order in time, but we will do our best. If you do urgently need to cancel, please email us with the subject line "URGENT CANCEL" so we can hopefully pick this out of the stream of customer emails and support requests in time.
YOU NEED TO REQUEST A RETURNS NUMBER FIRST.
If items are returned without order number they may not be able to be processed.
The goods should be returned, at your cost, and must arrive in a condition fit for resale for a refund to be made. You must get in contact us via our web form or support@organicnaturalpaint.co.uk before returning item(s) as we have specific and multiple locations for different stock. Any non-standard stock products cannot be returned unless defective.
COLOURS ARE NON REFUNDABLE – PLEASE CHECK BEFORE YOU ORDER!
We only stock paints / finishes / oils / waxes / products in white and clear , so all non-white paints and finishes are mixed to the personalised colour you order (that includes tester pots), so therefore cannot be returned. We custom mix the colours on the colour chart for your specific order in your specific choice of paint.
Why are colours not refundable?
We hold stock of only white, transparent and white paint bases. Many of our paints are available from a range of literally thousands of colours, so we specifically mix your paint to match which colour chart colour (colour charts change all the time from manufacturer to manufacture) from whichever relevant range, to the size tub/tin that you select. We specifically match your chosen paint with your chosen colour, so we hold no coloured paint 'in stock'. Due to this, we are unable to take a return on a coloured, mixed to order paint.
COLOURS MAY APPEAR DIFFERENT!
Colours may appear differently online than then do on your walls, or on the printed colour chart. ALWAYS TRY a tester first.
Colours vs Digital colour chart: There can be many variables due to changes in the way your screen / computer / phone display colours, so it is always advisable to use a physical colour chart or a tester pot first, as there is no way of making the digital colour chart 100% accurate to real life for every type of screen and computer. PLEASE TRY A TESTER FIRST!
Differences in batches
Natural paints (pigments) may show slight deviations from the standard since they are not petro chemically homogenised. However, we try to level these deviations and test every batch on consistency before it leaves the factory.
Colour tone vs previous coats
Colour tone actually may look a bit different from what was to be seen on the colour chart or on the previous coating: The actual colour tone is influenced by the amount of paint mixed, the method of mixing, the tools used for painting, the painting technique, the colour and consistency of the substrate, the coat thickness, the incidence of light, the ambient temperature and more.
We only stock paints in white and clear, so ALL non-white paints are mixed to the personalised colour you order, so therefore cannot be returned.
DAMAGES – Any damages must be notified to The Organic & Natural Paint Co within 24 hours of receipt if a claim is to be made.
TERMS AND CONDITIONS
When you place an order with The Organic & Natural Paint Co you agree to accept the following terms and conditions. Our Privacy and Cookie policy is here. Privacy Policy
The Organic & Natural Paint Company is a trading name of Eleventh Green Ltd. Company Number: 10357888
Making A Purchase
The Organic & Natural Paint Co aims to deliver goods of the highest quality. Every effort is made to display only items that are in stock or which can be dispatched to you quickly or direct from the manufacturer. From time to time we may be unable to meet our usual delivery times due to certain items being unavailable, in which case we will advise you immediately. If this does occur, you will be given the opportunity to 1) order an alternative, 2) have the products sent as soon as they become available or 3) to cancel the order.
All prices quoted are in British pounds sterling (£). We make every effort to ensure the prices are accurate, however changes beyond our control do occasionally occur. If this happens we will contact you before shipping your order to gain your agreement to the revised price or to amend or cancel the order.
Orders are accepted at the sole discretion of The Organic & Natural Paint Co and are subject to your credit or account card being authorised for the transaction. All transactions are conducted through a secure web server. We accept Visa and MasterCard via a secure web server.
If this is your first order we will only send to the cardholders/billing address for security, even if you have put in a different shipping address when in the checkout. If you would like an order shipped elsewhere get in contact first. Security is our priority. We have placed this notice at the header of the checkout to make sure it is noticed. We will not be held responsible.
You will receive a confirmation email within 24 hours of your order being placed. This will include your order number, a full list of the products you have ordered and all costs.
Every effort is taken to ensure that the information contained in this web site is correct and up to date. However, The Organic & Natural Paint Co disclaims all warranties and representations as to the accuracy of any information contained if at any time it becomes inadvertently out of date or incomplete .The Organic & Natural Paint Co cannot be held responsible for any loss or damage that may arise from the use of this information.
Due to colour variations between computer screens / printed colour charts it is the responsibility of the purchaser to ensure that they are satisfied with the colour / shade that they selected and The Organic & Natural Paint Co strongly recommend trying a tester pot prior to making a selection.
Use of the word 'ORGANIC'
Organic refers to the organic milled lime used in production of the lime paints, the lime used is to Cradle to Cradle standard and sustainable.
Chemicals and toxins. We have published information regarding any trace elements of additives and chemicals, but please check or contact the manufacturer directly before purchase as recipes can change and we have not been made aware. We cannot be held responsible for any issue that arises from the use of these paints or any other paints. Use at your own risk.
Cancelling Your Order
If you wish to cancel your order for standard shipping it is important that you do so ASAP. Please email support@organicnaturalpaint.co.uk 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.
Refunds: Once the refund has been processed, the funds leave our account immediately (If paid with Stripe). We submit refund requests to your customer's bank or card issuer immediately. The customer sees the refund as a credit approximately 5-10 business days later, depending upon the bank. Once issued, a refund cannot be canceled. See here for details
Delivery
All orders are normally dispatched within 3 working days; if there is likely to be a delay we inform you as soon as possible. We operate Monday to Friday and aim to ship within one day of receiving an order and orders received before noon are usually dispatched same day. Orders placed after 11am on Friday, or any time on Saturday or Sunday are not packed until Monday at the earliest.
Express delivery offers a next-day service for orders received before 11am Please note that for both standard and express services, deliveries are only made between Monday and Friday and not at the weekend. Saturday deliveries are possible, please get in contact for pricing.
During public holidays and the Christmas period The Organic & Natural Paint Co will be closed so deliveries may vary, please contact us if your order is urgent.
We are not accountable or responsible for your order once the courier or postal service collects, and we are not responsible for late, or missing deliveries, with or without tracking data.
Please note that although we send through all extra delivery details you add to your order through to the courier(s) we have to state that courier has the right not to honour these extra details if they feel it is not safe, or for other reasons, so we cannot guarantee that they will leave in your 'safe place' or 'designated area' as we have no control of this.
Any orders that are 'refused' delivery to the specified address are still accountable for by the customer. If the delivery is refused and it is sent back to our depot, the customer will be liable for the cost of this return, and also the cost of return to themselves if the order cannot be refunded e.g. if it is a personalised item such as mixed to order paint.
Late delivery & errors from couriers.
We cannot be held responsible for your order once the courier has collected from our depot. 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.
Unfortunately we do not guarantee next day delivery – we ship on a next service as standard but this is always courier dependent.
With the current climate with shortage of drivers, numerous people isolating I am afraid at present there may be delays.
Marketing. We may contact you with relevant offers and news via email, You may opt out at any time, please just notify us in writing or click the link at the bottom of the email. If you have subscribed manually, such ways such as through our sign up forms, or made a purchase, or requested a colour chart, you allow us to contact you directly via email regarding your purchase, relevant products, offers and news. Our privacy and cookie policy can be found here.
Coupon codes or discount codes. Only one code can be used per transaction.
Credit Card Security
Your credit/debit card details are entered via Stripe Secure Payments web page. (stripe.com) We do not store any card details ourselves.
Reaching Us
For general information contact us by emailing us on support@organicnaturalpaint.co.uk
Complaints Procedure
We endeavour to respond to all complaints within three working days. Please email support@organicnaturalpaint.co.uk. If for any reason we cannot resolve your complaint immediately we will advise you on how long we expect it will take and keep you fully informed throughout the process.
OTHER:
TESTER POTS
We offer 2 types of tester pots on most products on all pages (in the drop down box)
- 'Colour Tester 100ml – (Standard colour matched pot for all Graphenstone paints)'
We use our premium grafclean paint to offer sample pots in all colours we offer. The colour of this tester is exactly the same as the colour in the other paint ranges, which is why we offer it as a standard tester pot (as it's cheaper as we can use this one paint for all colours). We mix this per order. - 'Colour Tester 100ml – (In this specific paint to test texture or sheen)'
For people who want to check the exact paint, we also offer a tester pot in the actual paint (for people who want to check texture / consistency) as the colour is exactly the same as the standard tester pot.
PACKAGING: We use a variety of packaging – Testers use bio degradable corn starch infill packing pieces (these are only suited to testers and very light weight items though); on larger products we either use recycled/recyclable brown paper or we're just starting to use pulped cardboard inserts for 2.5l and 5l tins – these are recycled and can either be recycled with household cardboard or composted. Add products to basket and click 'estimate shipping' to see costs.
