FAQs: Frequently Asked Questions

Please note, our offices will be closed from noon on 24th December. Orders received after this date will be processed when we re-open at 8.30am on the 30th December. Orders received after 29th December will be dispatched when we re-open on 2nd January 2025.

Delivery

Do you charge for delivery?

Standard paint deliveries are delivered free of charge.

Orders including wallpaper attract an £4.55 delivery charge.

How long does delivery take?

Deliveries are made by courier within their standard operating hours: 8.00am - 6.00pm Monday to Friday. No deliveries are made on weekends or Bank Holidays. A specific delivery time cannot be guaranteed, so please bear this in mind when arranging to receive goods and making appointments for decorators.

Priority orders (currently dispatched within 1 to 2 working days) cost an additional £5. Please note that this is not a guaranteed next-day service.

Please note our factory, warehouse and offices are closed on Bank Holidays and between Christmas and New Year. Dispatches and deliveries will not be made during this period. 

If I order today, when will my order arrive?

Our Standard Delivery is currently dispatched within 2 to 3 working days. Royal Mail/Whistl delivery can take up to 7 days.

Priority Delivery is currently dispatched within 1 to 2 working days.

As our delivery service is operated by a third-party carrier, we cannot guarantee delivery day or a next-day delivery service. If we receive your priority order by 3PM (Mon-Fri), we will aim to ship the same day.

Can I track my order?

If you would like to track your order, our team are able to do this for you using your individual order number.

Get in touch via our online chat or by emailing [email protected]

Do you deliver outside of the UK?

If you have a specific request for a destination outside of the UK, please contact us by email stating the details of your order and delivery location. We will respond with a quotation if the delivery is possible.

Please note: All orders for UK delivery are processed in GBP and all orders for non-UK delivery are processed in Euros.

Read our delivery page for more information.

Returns

Can I return a tin of paint?

All our paint is tinted to each bespoke order. As such, we are not able to offer returns on paint.

If you think your paint may be damaged or faulty, please contact our Customer Service Team on 0845 880 5844, [email protected] or via our online chat function.

Can I return any unused wallpaper?

Returns of wallpaper will be accepted within three months of purchase as long as it is unopened, in resaleable condition, the design is still current, and you have sufficient proof of purchase. 

Online Orders

What is the difference between having an account and checking out as a guest?

Our website offers the function to create an account and to check out as a guest.

By creating an account, you can view previous transactions and our website will remember your details for next time. 

How can I pay for my order?

We accept all credit and debit cards, apart from American Express

Historical Orders

Can I find out colour/finish information from a previous order?

For purchases made within the last 4 years, our team should be able to access this information if you email your original order number to [email protected] or get in touch via our online chat.

Stockists

Where can I buy Paint & Paper Library paint and wallpaper?

Our Find a Stockist page allows you to search by postcode to find your nearest Paint & Paper Library stockist.

Here you will also find details of what products and services your nearest stockist offers (sample pots, tinting machine, wallpaper books) and their contact details.

Product Variation

Why does the actual paint colour on my colour card look different to the website?

The appearance of a colour on our website can differ according to the brightness and resolution of your screen.

Requesting a complimentary colour card and ordering Paint & Paper Library sample pots means you can have complete confidence in your colour choices before you commit.

Our colour cards are made with real paint using our chalky Pure Flat Emulsion. Once you have selected a colour, we recommend ordering sample pots and testing them in situ throughout the day, as light and orientation have considerable effect on how a colour is read.

Is the label colour on the tin indicative of the colour inside?

The label on the front of the tin features the colour name on a background representative of the paint inside. As the label is not made using real paint and is produced within the limitations of the printing process, we cannot guarantee it corresponds to the exact shade.

Discounts

Do you offer any discounts?

We don't offer discounts on our products.

Any codes listed by third-party sites are unauthorised and will not be valid for use on the official Paint & Paper Library website.

Do you offer discounts for Interior Designers?

Interior Designers and other trade customers do have access to our trade accounts, which may include discounts.

If you are interested in opening a trade account, please contact our Sales Team at [email protected].