Once your order has been completed successfully, you will receive an order confirmation email containing your order number and order details.

Please check your junk or spam folder if you cannot see the confirmation in your inbox.

If you still haven’t received it, please contact us with your name, email address and approximate time of purchase and we will be happy to check your order.

Please contact us as soon as possible if you need to make a change.

We process orders quickly, particularly those placed for Next Working Day Delivery, so we cannot guarantee that changes can be made once your order has entered preparation or dispatch.

For paints mixed to order, changes may no longer be possible once the mixing process has started.

Once an order has been processed, we are not always able to add additional products to it.

The quickest option is usually to place a separate order. If your original order has not yet been processed, please contact us and we will check whether we can help.

Please contact us as soon as possible if you would like to cancel an order.

Standard products may be cancelled where the order has not yet been processed or dispatched.

Paints mixed or tinted specifically to your chosen colour are made to order. Once preparation or mixing has started, we may not be able to cancel these items.

Please see our Returns Policy for further information.

We work closely with our suppliers to replenish products as quickly as possible.

Restock times can vary depending on the product, manufacturer and availability. If you need a particular item urgently, please contact us and our team can check current availability or suggest a suitable alternative where possible.

Yes. If you require a larger quantity for a project, commercial property or trade job, please contact us.

Our team can check stock availability, lead times and any applicable pricing for larger orders.

We accept a range of secure payment methods. The payment options currently available to you will be displayed during checkout.

Unless specifically stated otherwise, only one discount or promotional code can be applied to an order and promotional codes cannot be combined.

Yes. If you require a VAT invoice, please email sales@decor-express.co.uk with your order number and we will be happy to provide one.

Credit accounts are currently handled separately from our standard online checkout.

If you already have an account with us and would like to place an order against it, please contact your usual Decor Express branch or speak to our team.

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 our delivery exclusions.

Please see our Delivery Information page for full details.

Yes. 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.

Some made-to-order, bespoke or restricted products may require additional processing time.

Our cut-off time is 2:00pm Monday to Friday.

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

Orders placed after 2:00pm on Friday, or during Saturday or Sunday, will normally be processed on Monday or the next working day where a Bank Holiday applies.

Working days are normally Monday to Friday, excluding Bank Holidays.

Next Working Day Delivery does not automatically include Saturday, Sunday or Bank Holiday delivery.

We always aim to dispatch eligible orders within the advertised timeframe, but delivery times cannot be absolutely guaranteed.

Courier delays, adverse weather, stock issues, unusually busy periods or other circumstances outside our control can occasionally affect delivery.

If your order is particularly urgent, please contact us before ordering and we will be happy to advise.

Once your order has been dispatched, tracking information will normally be sent to the email address or mobile number provided with your order.

Please allow some time for the courier tracking system to update after your parcel has been collected from us.

Tracking information can sometimes take several hours to update after your parcel has been collected.

If there has been no update for an extended period or your expected delivery date has passed, please contact us with your order number and we will investigate with the courier.

Please check the latest courier tracking information first.

If the expected delivery date has passed and there is no useful update, contact us at sales@decor-express.co.uk with your order number.

We will check the shipment and investigate with the courier where required.

Please check around the property, any nominated safe place and with neighbours or other members of your household who may have accepted the delivery.

You should also check the courier’s tracking information for any photograph or delivery note.

If you still cannot locate your parcel, contact us with your order number and we will investigate further.

Where available, delivery preferences may be managed directly through the courier’s tracking service.

Please ensure that any nominated safe place is secure, sheltered and suitable for the parcel being delivered.

Please contact us immediately if you notice an error in your delivery address.

Once an order has been processed or handed to the courier, we may be unable to change the address or doing so may delay delivery.

Always check your delivery details carefully before completing checkout.

We deliver to most UK mainland addresses.

Some areas, including selected Scottish Highlands and Islands postcodes, are excluded from our standard Next Working Day service or may have different delivery arrangements.

Please see our Delivery Information page for current delivery restrictions.

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

These may include selected sharp tools, aerosols, adhesives, oil-based products, varnishes and oversized items.

Products affected by these restrictions will be marked as Store Collection Only where applicable.

Larger orders may be packed into several boxes to protect the products during transit.

Although parcels are normally dispatched together, they can occasionally become separated while moving through the courier network and may arrive at different times.

Please check your tracking information before contacting us about a missing item, as another parcel may still be on its way.

Yes. Decor Express offers professional paint mixing services across a wide range of trade and premium paint products.

Many colours, finishes and sizes available on our website are mixed specifically for each customer after an order is placed.

We offer colour mixing across a wide range of leading trade and premium paint ranges.

Availability varies depending on the brand, product, finish and size. If you cannot find the combination you require online, contact us and our team will be happy to check what is available.

In many cases, yes.

Depending on the paint system and product selected, we may be able to produce a close match to a colour from another manufacturer.

Please be aware that different manufacturers use different bases, pigments and formulations, so a cross-brand colour match should not be expected to be identical to the original paint.

If colour accuracy is particularly important, we strongly recommend testing the colour before completing your full project.

Yes. Our stores offer professional colour scanning and colour matching.

Depending on the sample, we may be able to scan an existing painted surface or another suitable colour sample to identify a close match.

For the best possible result, the sample should be clean, flat, solid in colour and large enough for our scanner to read accurately.

Please contact your preferred branch before visiting if you are unsure whether your sample is suitable.

Colour matching technology can achieve very close results, but an exact visual match cannot always be guaranteed.

The final appearance can be affected by the paint product, sheen level, substrate, lighting, application method, age of the original coating and differences between manufacturers.

For this reason, we recommend testing the colour before starting a large project.

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

Screen settings, brightness, lighting and device calibration can all change how a colour appears digitally.

The same paint can also look different throughout the day depending on natural and artificial light.

We strongly recommend viewing an official colour card or testing a sample in the room before ordering larger quantities.

Yes, wherever possible.

Testing a colour in the actual room is the best way to see how it responds to your lighting, surrounding colours and surface.

Apply the sample to a reasonable area and view it at different times of the day before making your final decision.

Paint mixed or tinted specifically to your chosen colour is made to order and cannot be returned or exchanged unless it is faulty.

This includes tinted paint, colour-matched paint and other paint prepared specifically in your selected colour, finish or size.

Please check the colour name or reference, product, finish and size carefully before placing your order.

Please contact us immediately.

Because mixed paints are made specifically for your order, cancellation may not be possible once the preparation or mixing process has started.

We use professional automated tinting systems designed to produce consistent colours. However, small variations can occasionally occur between batches, products or paint manufactured at different times.

For larger projects, we recommend purchasing enough paint to complete the area wherever possible.

If several tins are being used on the same continuous surface, mixing the tins together before application can also help ensure maximum colour consistency.

We recommend keeping your order confirmation and the label on the paint tin.

The label can contain useful information about the colour, product, finish and tinting formula that may assist us if you need to reorder the paint later.

If possible, take a clear photo of the label before disposing of an empty tin.

Absolutely.

The best finish depends on the surface, room and level of durability required.

If you are unsure whether you need matt, eggshell, satin, gloss, masonry paint or another specialist finish, contact our team or visit one of our stores and we can help you choose the most suitable product.

Yes. 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

Select your preferred collection branch during checkout.

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

We will send you an email once your order has been prepared for collection.

Mixed paint and larger orders may require additional preparation time.

Please bring your order confirmation, either on your phone or as a printed copy.

For age-restricted products, we may also ask you to provide valid photographic proof of age.

Yes, but please contact us in advance if somebody else will be collecting on your behalf.

The person collecting should have your order confirmation and may be asked to confirm order details before the goods are released.

Additional identification may be required for age-restricted products.

We normally hold Click & Collect orders for 7 days after they are ready for collection.

If you need more time, please contact us and we will do our best to help.

Eligible unwanted products can be returned within 30 days of delivery, provided they are unused, unopened, in their original packaging and in a resalable condition.

Proof of purchase is required.

Please contact us before returning any products.

For unwanted items, the cost of returning the goods is normally the customer’s responsibility.

If an item is faulty, damaged or we have sent you an incorrect product, please contact us before arranging a return so that we can advise you on the next steps.

No. Paint mixed or tinted specifically to your chosen colour is made to order and cannot normally be returned or exchanged.

This does not affect your rights if the product is faulty, damaged or incorrect.

Please contact us before returning an online order so we can confirm whether the item is eligible and advise which branch it should be returned to.

Bring your proof of purchase with you.

Once an eligible return has been received and checked, the refund will be processed back to the original payment method.

The time it takes to appear in your account may vary depending on your bank or payment provider.

If we have confirmed that your refund has been processed but it has not appeared in your account, please allow your bank or payment provider sufficient processing time.

If you are still concerned, contact us with your order number and we will be happy to check the refund status.

We’re sorry if your order has arrived damaged.

Please contact us as soon as possible at sales@decor-express.co.uk and include:

• your order number,
• a description of the damage,
• pictures of the damaged product,
• pictures of the outer packaging,
• pictures of the internal packaging, and
• a clear picture of the courier label.

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

Paint tins can occasionally pick up cosmetic dents during transit.

A minor dent to the metal tin does not normally affect the paint inside.

However, if the tin is leaking, cannot be securely resealed, has suffered significant damage or you believe the paint itself has been affected, please contact us with pictures and your order number so we can assess the issue.

Please take pictures before cleaning or disposing of the packaging wherever possible.

We will normally need pictures showing:

• the affected paint tin,
• the amount of leakage,
• the lid and rim of the tin,
• the inside of the parcel,
• the external packaging, and
• the courier label.

Email these to sales@decor-express.co.uk together with your order number and we will investigate.

First, please check your courier tracking as larger orders may be dispatched in multiple parcels and the remaining parcel may still be in transit.

If all parcels have been delivered and an item is still missing, contact us with your order number and details of the missing product.

We will check the order and investigate further.

Please do not use or open the incorrect product.

Contact us with your order number and a pictures of the item received, including the product label where possible.

We will review the order and arrange an appropriate resolution.

Yes, please keep the damaged item, outer packaging and internal packaging until we have completed our investigation.

Couriers can request pictures or additional evidence as part of a damage claim.

We work hard to keep our online stock information accurate, but stock levels can change quickly between online and in-store purchases.

On rare occasions, an item may become unavailable after an order has been placed. If this happens, we will contact you as soon as possible to discuss the available options.

Possibly.

We work with a wide range of decorating and building product suppliers and may be able to source products that are not currently listed online.

Please contact us with the product name, brand, size and quantity required and we will check availability.

Not always.

Stock availability can differ between our Clapham and Richmond branches. If you are travelling specifically for a particular product, we recommend checking availability online or contacting the branch beforehand.

Yes. We supply professional decorators, contractors, property companies, designers and other trade customers as well as members of the public.

Our team can help with product selection, larger quantities, paint mixing and project requirements.

Trade and credit account facilities may be available subject to our account requirements.

Please contact us for further information.

Yes.

If you are ordering a larger quantity of mixed paint or products for a project, please contact us in advance where possible.

This allows us to check stock, tinting bases and preparation requirements and advise you of the expected turnaround.