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Where is my order?

Where is my order?

Where is my delivery?

We offer two speeds of delivery, economy and next working day. Please note that we have a midday cutoff, so any orders received after midday will be processed the next working day. Saturday, Sunday, Bank Holidays etc are not working days (Although we may be open, the couriers never are!). Please check the date and time you ordered. 

ECONOMY: 3 to 4 Working days. Examples: If you order before midday on Monday, you should expect to get your order Thursday or Friday (More likely to be the Thursday). If you order on Friday pre noon, your order should arrive Wednesday / Thursday. 

NEXT WORKING DAY: If you order pre noon, your order will be delivered the next working day. Examples: Pre noon order on a Monday will arrive Tuesday. A pre noon order on Friday will arrive on Monday, a post noon order will arrive Tuesday. 

How can I track my delivery?

If your order has tracking data we will notify you by email with the tracking ID. For teh vast majority of orders this is with parcelforce, so if you click the link here and paste in your tracking ID you will be able to see your details: http://www.parcelforce.com/track-trace

When time will the courier arrive?

Most of our deliveries are with Parcelforce, and they deliver anytime between 8am - 7pm.

Why has my economy order not been marked as shipped yet?

If your order has not been marked as shipped yet, and it's been a couple of working days, fear not. This is due to us being swamped with orders and we've had to prioritise. The paints are lovingly hand picked, hand coloured and hand packed to order, no quick robots here! Your order will still be on time, but we've just taken a hit and upgraded it to next working day at the last moment so we could make sure we could get next day delivery orders out the door for certain. We're a small team, and if we have to take a little hit on the odd order or two to make up for lost time, this is what we do! It makes no difference to you, you still get your order within 3-4 working days. We update the shipping status either last thing in the day, or first thing the next day - so don't worry. 

Why didn't the courier read my delivery instructions?

Although we send through all extra delivery details you add to your order through to the courier(s) we have to state that courier has the right not to honour these extra details if they feel it is not safe, or for other reasons, so we cannot guarantee that they will leave in your 'safe place' or 'designated area' as we have no control of this. We are told by the courier they 'are not oblidged' to read any extra details. So please make sure someone is there to sign for your order if needed.

My delivery was "refused", what does that mean?

Any orders that are 'refused' delivery to the specified address are still accountable for by the customer. If the delivery is refused and it is sent back to our depot, the customer will be liable for the cost of this return, and also the cost of return to themselves if the order cannot be refunded e.g. if it is a personalised item such as mixed to order paint. 

My delivery was late! Why was this?

We cannot be held responsible for your order once the courier has collected from our depot. If the courier is at fault, we will do everything we can to help speed up the process for you, but ultimately we cannot be liable for any losses or delays at the customers end due to errors not made by us. If the order has been damaged or broken, please see the damaged goods section above.  All couriers are external companies and we are not responsible for their actions. 

 

 Our standard terms and conditions apply.

 

The Organic and Natural Paint Company is a trading name of Eleventh Green LTD
Company Number: 10357888 | VAT Number: GB 253471411
Eleventh Green LTD (Accounts Only) High Mill, Yorkshire, England, YO16 6XQ

Main office based in (the far from mountainous) Norwich, Norfolk, England. 2017