Customer Service

At Decor Express, we want shopping with us to be simple, reliable and straightforward.

Whether you need help choosing the right product, checking an order, tracking a delivery or resolving a problem, our team is here to help.

Call us: 020 7228 1122
Email us: sales@decor-express.co.uk

How Can We Help?

Orders & Payments

Need help with an order you have already placed?

Please contact us as soon as possible if you need to:

  • check the status of your order;

  • correct your delivery details;

  • request a VAT invoice;

  • ask about an unavailable product;

  • discuss a large or bulk order; or

  • request a change or cancellation.

Please have your order number ready whenever possible so we can help you more quickly.

Orders are processed promptly, particularly those placed for Next Working Day Delivery, so changes cannot always be made once preparation has started.

Paint mixed or tinted specifically to your chosen colour is prepared to order, so cancellation may not be possible once mixing has begun.

For more information, please see our Frequently Asked Questions and Terms & Conditions.

Delivery & Tracking

Next Working Day Delivery

Most eligible orders are sent using our Next Working Day Delivery service.

Orders placed before 2:00pm Monday to Friday are typically dispatched the same working day for delivery on the next working day, subject to stock availability.

Orders placed after 2:00pm will normally be processed on the following working day.

Bespoke, mixed-to-order or restricted products may occasionally require additional processing time.

Delivery Charges

Our standard UK mainland delivery charge for orders under £100 is:

£5.99

We offer:

FREE UK mainland delivery on orders over £100, subject to delivery exclusions.

Certain postcodes and restricted products are excluded from our standard delivery service.

For full information, please visit our Delivery Information page.

Tracking Your Order

Once your order has been dispatched, you will normally receive tracking information by email or text message.

Courier tracking may take several hours to update after collection.

If your expected delivery date has passed and there is no useful tracking update, please contact us with your order number and we will investigate.

My Order Says Delivered but I Can't Find It

Please check:

  • around your property;

  • any nominated safe place;

  • with neighbours;

  • with other members of your household; and

  • the courier tracking page for a delivery photograph or note.

If you are still unable to locate your parcel, contact us and we will investigate with the courier.

Click & Collect

FREE Click & Collect is available from both Decor Express branches.

Clapham

44–48 Lavender Hill
London
SW11 5RH

Richmond

5–6 Lichfield Terrace
Sheen Road
London
TW9 1AS

Please wait until you receive confirmation that your order is ready before travelling to the store.

Bring your order confirmation when collecting.

Valid photographic proof of age may also be required when collecting an age-restricted product.

Returns & Refunds

If you need to return a product, please contact us before sending or bringing anything back so that we can confirm the appropriate return procedure.

Eligible standard unwanted products may be returned within 30 days of delivery, subject to the conditions of our Returns & Refunds Policy.

For returns under our additional 30-day policy, products must normally be unused, unopened, in their original packaging and in a resalable condition.

Mixed Paint

Paint mixed, tinted or colour-matched specifically to your chosen colour is made to order and cannot normally be returned or exchanged simply because you have changed your mind.

This does not affect your statutory rights if the product is faulty, damaged, incorrectly supplied or not as described.

For complete information about cancellations, returns and refunds, please read our Returns & Refunds Policy.

Damaged, Missing or Incorrect Orders

We take considerable care when preparing and packing your order, but if something has gone wrong, please contact us and we will help.

My Order Has Arrived Damaged

Please email sales@decor-express.co.uk as soon as reasonably possible with:

  • your order number;

  • a brief description of the problem;

  • photographs of the damaged product;

  • photographs of the outer packaging;

  • photographs of the internal packaging; and

  • a photograph of the courier label.

Please keep the damaged product and packaging until we have reviewed the case, as the courier may require additional evidence.

My Paint Has Leaked

If paint has leaked during transit, please take photographs before cleaning or disposing of the packaging wherever reasonably possible.

We may need to see:

  • the paint tin;

  • the lid and rim;

  • the amount of paint lost;

  • the inside of the parcel;

  • the outer packaging; and

  • the courier label.

Contact us with the photographs and your order number and we will investigate.

My Paint Tin Is Dented

Minor cosmetic dents can sometimes occur during transportation and do not necessarily affect the paint inside.

Please contact us if:

  • the tin is leaking;

  • the lid or rim is significantly damaged;

  • the tin cannot be securely resealed;

  • a significant amount of paint has been lost; or

  • you believe the paint itself has been affected.

Something Is Missing From My Order

Larger orders may be sent in more than one parcel.

Please check your courier tracking first, as parcels dispatched together can occasionally become separated during transit and arrive at different times.

If all parcels are showing as delivered and something is still missing, contact us with your order number and details of the missing item.

I Received the Wrong Product

Please do not use or open the incorrect product.

Send us your order number and a photograph of the item received, including the product label where possible, and our team will review the order.

Paint Mixing & Colour Advice

Choosing paint can be confusing, especially when deciding between colours, finishes and different product ranges.

Our team can help with:

  • choosing an appropriate paint finish;

  • paint mixing;

  • premium paint ranges;

  • trade paints;

  • colour matching;

  • colour scanning;

  • product compatibility;

  • primers and preparation products; and

  • estimating which product may be suitable for your project.

We offer professional paint mixing and colour matching across a wide range of leading trade and premium brands.

Colour Matching

Where suitable, we may be able to scan a physical colour sample or produce a close match to a colour from another paint manufacturer.

Please remember that an exact match cannot always be guaranteed because paint formulations, pigments, bases, sheen levels, surfaces and lighting can all affect the final appearance.

Choosing a Colour

Colours displayed on phones, tablets and computer screens are for guidance only.

We strongly recommend purchasing a tester or sample pot where available and viewing the colour in your own space at different times of the day before ordering larger quantities.

Visit our Paint Mixing & Colour Match page for more information.

Product Advice

Not sure which product you need?

Speak to our team before ordering.

We can help you compare products and choose suitable options for:

  • walls and ceilings;

  • kitchens and bathrooms;

  • woodwork;

  • furniture;

  • masonry;

  • floors;

  • primers and undercoats;

  • specialist coatings; and

  • decorating tools and accessories.

For technical or specialist applications, we may recommend checking the manufacturer's technical data or contacting the manufacturer directly where appropriate.

Stock Availability

We work hard to keep our website stock information accurate, but stock can change quickly across our online shop and two stores.

If you urgently need a particular product, size, paint base or quantity, please contact us before travelling or placing a time-sensitive order.

If something is unavailable, our team may also be able to:

  • check availability at another branch;

  • check expected restock information;

  • suggest a suitable alternative; or

  • investigate whether the product can be specially ordered.

Trade & Bulk Orders

We welcome professional decorators, contractors, designers, property companies and other trade customers.

If you require larger quantities or products for an upcoming project, please contact us.

We can help with:

  • stock availability;

  • larger paint orders;

  • paint mixing;

  • bulk quantities;

  • project requirements;

  • trade enquiries; and

  • existing trade or credit accounts.

Contact us in advance where possible for large mixed-paint orders so that we can check the required tinting bases and stock availability.

Age-Restricted & Store Collection Only Products

Certain products cannot be sent through our standard courier network because of legal, safety, size or transport restrictions.

These may include selected:

  • knives and sharp tools;

  • axes;

  • aerosols;

  • adhesives;

  • oil-based products;

  • varnishes; and

  • oversized items.

Affected products will be marked Store Collection Only where applicable.

Valid photographic identification may be required when collecting age-restricted products.

Frequently Asked Questions

For quick answers to common questions about:

  • orders;

  • delivery;

  • tracking;

  • payments;

  • mixed paint;

  • colour matching;

  • Click & Collect;

  • returns;

  • damaged deliveries; and

  • trade orders,

please visit our Frequently Asked Questions page.

Contact Decor Express

Still need help? Our team will be happy to assist.

Email: sales@decor-express.co.uk
Telephone: 020 7228 1122

Clapham

Decor Express Ltd
44–48 Lavender Hill
London
SW11 5RH

Richmond

Decor Express Ltd
5–6 Lichfield Terrace
Sheen Road
London
TW9 1AS

When contacting us about an existing order, please include your order number wherever possible.

Helpful Links

Frequently Asked Questions
Answers to our most common customer questions.

Delivery Information
Delivery charges, Next Working Day Delivery, restrictions and Click & Collect.

Returns & Refunds Policy
Information about returns, cancellations, refunds and damaged products.

Paint Mixing & Colour Match
Learn more about our professional paint mixing and colour matching services.

Terms & Conditions
Full terms applying to purchases from Decor Express.

Privacy Policy
Information about how we collect and protect your personal information.