Orders and cancellations
Your order
- Payment
An order between us is only formed once payment has been fulfilled by you for the order you have placed, a contract is only formed once delivery has been made to the delivery address supplied on the order or where you have amended the delivery address with the courier directly.
- Order confirmation
You will receive an order confirmation with all your order details including your order number. Please make a note of this order number - it will be useful if you have to contact us.
- ‘Your Shipping Details email
If you have not cancelled your order with us, you will then receive a further email detailed as “Your Shipping Details”. This means that we are in the process of dealing with your order and will be dispatched shortly. Please read this Shipping Email carefully, as it will have important details for you to be aware of.
- Tracking your order
Within this email you will receive an Order Tracking Number. Please DO take note that this tracking number will not activate until the couriers have scanned and processed your order into their depot/warehouse, this can sometimes take 2-3 days
This is outside of our control and therefore you will need to keep checking this until you see the tracking status change. We will not be able to track this for you either until this status has changed.
If you need to cancel your order
At PaintNuts, we pride ourselves on our quick turnaround time. This does mean there is only a small window to cancel your Custom-Made Order.
If you need to amend or cancel your order:
- Contact us immediately on 01254 778259 or by emailing our customer services team on helpteam@pntrade.co.uk
- You must quote your Order Number and state you wish to Cancel Your Order.
Although we will try our best to assist you, we cannot guarantee we will be able to stop your order in time to prevent it from being mixed & dispatched. If the Custom-Made Paint has already been mixed and despatched, we will not be able to cancel or refund this order.
Orders that have already been processed and dispatched can be cancelled within 14 days of being received by you and must then be returned to PaintNuts within a further 14 days as per your consumer rights. This is at your own expense, please note that any order already despatched that includes a Custom-Made paint product, we cannot refund that element of the order.
Important note
- Custom made to order paints are exempt and cannot be cancelled once processed or dispatched.
See more about returns and refunds and review our terms and conditions
Your order cancellation
- Contact us
Use one of the methods above to cancel your order.
- Confirmation email
Once the order has been cancelled, you will receive a confirmation email.
- Refund
We will process your refund to the original payment method within 7 working days, any refund processed will take upto 5 working days to reach your bank account or PayPal account once it has been processed within the above 7 working day period.
Important note
Orders that have been cancelled cannot be reactivated, so if you change your mind, please revisit our website, and place a new order.