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 we are experiencing a high volume of email enquiries, orders and phone calls so there may be a delay in getting back to you should you wish to get in further contact.
- Are online orders still open?
- Will there be a delay in delivery?
- Can I change or add to my order?
- Can I cancel my order?
- When I placed an order I was able to get to the delivery address and now I am not. Am I able to change this?
- The product I want to buy is out of stock. When will it be available to purchase?
- How is your staff protected against Coronavirus?
- How are your couriers protected against Coronavirus?
- I’m self-isolating – can I still receive a delivery?
- Can I return a delivery?
- Are your products shipped from anywhere outside the UK? Should I be worried?
- I’ve rung your office but I can’t get through. How do I talk to someone?
- I’m having difficulty ordering online. Can I place my order over the phone?
- Are you Stockists open? Do they deliver online?
Are online orders still open?
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.
We’d like to take this opportunity to encourage you to shop locally in this difficult time, as small businesses and our Stockists across the country need your help more than ever. You can find your local Stockist here, and many are selling online and offering local drop-offs.
Will there be a delay in delivery?
We’ve been working hard to make sure there is no delay in your delivery. Our current delivery time is 5 – 7 working days. Please note are reviewing and updating these figures weekly.
Can I change or add to my order?
Yes, please email email@example.com as soon as you can with your request. Please note, if your order has already been processed we will be unable to amend it.
Can I cancel my order?
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.
When I placed an order I was able to get to the delivery address and now I am not. Am I able to change this?
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.
The product I want to buy is out of stock. When will it be available to purchase?
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.
How are your staff protected against Coronavirus?
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.
How are your couriers protected against Coronavirus?
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.
I’m self-isolating – can I still receive a delivery?
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’.
Can I return a delivery?
Refunds may take longer to issue as returned orders are quarantined for 72 hours before being inspected. You can return any unopened items within 21 days of purchase. To find out more about our returns policy please click here.
Are your products shipped from anywhere outside the UK? Should I be worried?
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 product we receive from February 2020 onwards are quarantined for at least 72 hours.
I’ve rung your office but I can’t get through. How do I talk to someone?
We’re really sorry if you’ve tried to call and haven’t been able to get through. Due to our smaller than usual workforce we are running to protect our staff and customers we’re not always able to cover 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.
I’m having difficulty ordering online. Can I place my order over the phone?
We apologise if you are struggling to order online. Unfortunately at this time 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.
Are you Stockists open? Do they deliver online?
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.