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During this difficult time we want to reassure our customers of the safety of our staff, our products and your deliveries. Below we have outlined some of the frequently asked questions regarding Coronavirus, what we're doing about it, and ordering online.
Please note our phone lines are not open at the moment and we are experiencing a high volume of email enquiries and orders so there will be a delay in getting back to you should you wish to get in further contact.
Yes, orders are still open as usual online. As normal, we only offer online orders to the UK and France. We are experiencing larger than usual volumes of orders, so we thank you in advance for your patience.
Due to current circumstances there will be a delay in your delivery. In normal conditions our delivery is 2 - 3 working days. Due to the large volumes of orders we are receiving at the moment, our couriers experiencing a high demand of deliveries, and our reduced workforce; we are experiencing delays in the picking, packing and delivery of your order. Our current timeline is 7 - 10 working days for dispatching and 2 -3 days for workings delivery, which is a total wait time of 10 - 14 working days. These numbers only include working days and not weekends. Please note are reviewing and updating these figures weekly.
We have expanded our working days to 7 days a week, and split our team in two to keep up with demand and to get you your paint as soon as possible.
Unfortunately with the reduction of staff to enable social distancing, we are unable to change any orders at this time. This is to ease pressure on our Orders Team, helping them focus on getting paint and products to as many people as possible, as safely as possible. We thank you for your patience and cooperation.
Yes, if for any reason you need to cancel your order, please email firstname.lastname@example.org with your order number and reason for cancellation, ASAP after placing your order. As long as the order has not already been sent out with our couriers, we can organise this. If you order has already been collected from our warehouse and is on its way to you, we are unable to cancel your order. In this case, you will need to arrange a return of the product at a later date to our warehouse. Please click here to see more about returns.
If you are no longer able to access the delivery address first stated in your order, please email email@example.com with your order number and the address you want to change it to. Please note, as we are experiencing a high number of orders and requests with a smaller-than-usual team, we may not be able to complete your request before it is collected by the couriers. We're unable to offer any other service than the change of delivery address for details of an order.
During the initial stages of the lockdown, we implemented a period of production downtime in our factory to ensure safe social distancing practices. Production is now operational on a much smaller scale, which means that there will be a shortage of some products until stocks are replenished. We appreciate your understanding that the safety of our team comes first and there may be a wait for some of the more popular items. We ask that you check the status of your desired product on our website rather than emailing our team, as we cannot say for sure when an item will be back in stock. Alternatively, check with your local Stockist as many are offering online orders or local delivery.
The majority of our staff are able to work from home and are doing so. We have reduced our production of making paint in order to reduce the number of people still working on-site in the Annie Sloan Warehouse. Those still operating in the Annie Sloan Warehouse are working to deliver online orders to our customers. We are adhering to the 2 metre social distancing rule with new work stations created to allow for this. We are running two smaller teams instead of one large one to minimise person-to-person contact and have extended our working days to 7 days a week, to keep up with the increased amount of orders we are seeing.
We use UPS to deliver your online orders. Information about what UPS are doing to protect themselves and you from Coronavirus can be found on their website here.
This is really your decision. If you do decide to purchase our paint whilst isolating, many couriers are leaving packages in safe spaces and at doors rather than hand-to-hand to reduce person-to-person contact. If you are self-isolating, please let the couriers know by declaring this in our ‘Delivery Notes’ section on the checkout page of our website. There you can also state an area you would like your parcel to be delivered – e.g. 'Near the front door, but do not knock to come inside'.
To maintain the safety of the delivery and postal service, our Warehouse team, and you; we ask that no returns are made during the current circumstances to reduce any risk of Coronavirus spread. Because of this, we are extending our current returns policy. Orders placed from 15th March 2020 can be returned within 60 days of delivery in accordance with our regular returns policy. To find out more about our returns policy please click here.
Chalk Paint® is made in our very own Warehouse in Oxford, UK, and our Wall Paint is also made in the UK.
Our Chalk Paint® Brushes come from Italy, however current stock of brushes is high. We are only sending out brushes that have been in our warehouse for a long period of time, and therefore you have no reason to be worried. Any delivery of brushes we received from Italy in February and March 2020 have been quarantined. This is the case with any other products we receive from other countries during this pandemic.
We’re really sorry if you’ve tried to get through to us but haven’t been able to. Due to the smaller than usual workforce we are running to protect our staff and customers we have had to close our phone lines. If you have a question regarding your order, please email firstname.lastname@example.org. If you have a technical or general enquiry, please email email@example.com. We thank you for your patience at this time.
We apologise if you are struggling to order online. Unfortunately at this time our phone lines are closed and we do not have the capacity to take orders over the phone.
So what can you do? If you are able, ask someone with a computer or phone device with internet access to place the order for you; hopefully they are able to order online without difficulty. Equally, check in with your local Stockist. They may be able to offer local drop-offs or delivery. You can find your nearest Stockist by clicking here.
You do not! We do use PayPal to safely manage payments going through our website. However, you do not need to have a PayPal account to make a purchase, you can simply enter your card details on their website. Please see image below illustrating this.
All of our Stockists are independently run stores, so the status of their current trading is down to them. Please get in contact with each individually to see if they’re open and how they are able to meet your Chalk Paint® needs. Some may be closed but many are selling online or offering local deliveries. We are sure they will be grateful for your custom during this uncertain time. You can find your nearest Stockist by clicking here.
If you have any more questions not outlined here, please email firstname.lastname@example.org for technical advice, or email@example.com for queries regarding your order. Please note we are experiencing a large amount of enquiries at the moment so we thank you for your patience.