Delivery & Returns

How can I track the status of my order?

You will receive an order confirmation once your order has been placed. If you believe you have placed an order but not received a confirmation, please contact info@smallandcopaints.com

Once shipped, you will receive a dispatch notification with tracking information.

Can I change/cancel my order?

Please contact info@smallandcopaints.com if you would like to change or cancel your order.

I entered the wrong shipping address by mistake, can I change it?

Please contact info@smallandcopaints.com if your delivery address is wrong and we will do our best to amend this. Unfortunately we are not responsible for delivery issues due to incorrect or incomplete address information.

How Does Shipping Work at Small & Co?

1. Shipping Methods:

• Royal Mail 24hr Tracked: Most of our orders are sent via Royal Mail 24hr tracked service to ensure your items arrive quickly and safely.
• Large Orders: For larger orders, we use Parcelforce or APC couriers to handle the delivery. These services also include tracking for your peace of mind.

2. Processing Time:

• We aim to process and dispatch orders within 1-2 business days. In many cases, orders are sent out the same day if placed before our 2pm cut-off time.

3. Shipping Costs:

• Standard Shipping: Shipping costs a flat rate of £3.95 per order.
• Free Shipping: Enjoy free shipping on all orders over £50.

4. Tracking Your Order:

• Once your order has been dispatched, you will receive a tracking number via email. You can use this number to track the status of your delivery.

5. Delivery Times:

• Royal Mail 24hr Tracked: Typically delivers within 1 working day from dispatch.
• Parcelforce/APC Couriers: Delivery times may vary, but they generally aim to deliver within 1-2 working days from dispatch.

6. Shipping Restrictions:

• We currently only ship within the UK. Please ensure your shipping address is correct to avoid any delays or issues with delivery.

7. Handling Delays:

• While we strive to meet our processing and delivery times, unforeseen circumstances such as extreme weather, postal strikes, or other disruptions may cause delays. We appreciate your understanding and patience in these situations.

8. Contact Information:

• If you have any questions or concerns about your order, please contact us at info@smallandcopaints.com.

For complete details on our shipping policy, please see our full terms and conditions here.

How Do I Return or Exchange an Item?

We want you to be completely satisfied with your purchase from Small & Co. If you need to return or exchange an item, here’s how our process works:

1. Notify Us Within 14 Days:
You have 14 days from the receipt of your order to let us know if you wish to return or exchange an item. Please email us at info@smallandcopaints.com with your order number and the product you wish to return or exchange.

2. Return the Item Within 14 Days:
After notifying us, you have another 14 days to send the item back to us. Ensure that the item is returned in its original packaging and condition.

Return Address:
Small & Co Returns,
Vintage Frog, 56 Station Road,
Gomshall,
Surrey,
GU5 9LB,
UK.

3. Specific Guidelines for Paint Returns:

• Unopened Tins: We can only accept returns or exchanges for unopened tins of paint.
• Opened Tins: Unfortunately, we cannot accept returns or exchanges on any opened tins of paint.
• Packaging Requirements: When returning paint, please place the tin in a polythene bag, ensure the lid clips are securely in place, and package it appropriately to avoid damage during transit.

4. How to Pack Your Return:

• Original Packaging: Use the original packaging whenever possible.
• Securely Sealed: Ensure all items are securely sealed and protected to prevent damage.

5. Additional Information:

• Return Shipping Costs: The cost of return shipping is the responsibility of the customer unless the item was faulty or incorrect.
• Condition of Returned Items: Items must be returned in their original condition. We reserve the right to refuse a return if the item is not returned in a resaleable condition.
• Refund Processing: Once we receive and inspect the returned item, we will process your refund within 7 business days. Refunds will be issued to the original payment method used during the purchase.

6. Contact Information:
For any return or exchange requests, please contact us at info@smallandcopaints.com, quoting your order number and details of the product you wish to return or exchange.

For complete details on our return policy, including information on refunds and exchanges, please see our full terms and conditions here.

By providing clear instructions and ensuring all necessary details are included, we aim to make the return process as straightforward as possible for you. Thank you for shopping with Small & Co.

Faulty Products Policy

At Small & Co, we are committed to providing high-quality products. If you receive a faulty product, we aim to resolve the issue as quickly and efficiently as possible. Please read our policy below for details on how to handle faulty items.

Identifying a Faulty Product

A product is considered faulty if it:

• Does not match the description provided at the time of purchase.
• Has a manufacturing defect that affects its intended use.
• Is damaged or deteriorates prematurely under normal use conditions.

Reporting a Faulty Product

If you believe you have received a faulty product, please follow these steps:

1. Contact Us Promptly:
   
   Email us at info@smallandcopaints.com within 14 days of receiving your order.
   
   Provide your order number, a detailed description of the fault, and any relevant photos or videos that show the issue.
   
   
2. Assessment Process:
   
   Once we receive your report, our customer service team will assess the information provided.
   We may request additional details or evidence to better understand the issue.

Returning a Faulty Product

If we determine that the product is indeed faulty, we will guide you through the return process:

1. Return Authorisation:
   We will issue a return authorization and provide instructions on how to return the faulty product.
2. Shipping the Faulty Product:
   Package the product securely to prevent further damage during transit.
   A return shipping label will be provided to use or follow our instructions for returning the item.
3. Inspection and Resolution:
   Once we receive the faulty product, we will inspect it to confirm the fault.
   
   Based on the inspection, we will offer one of the following resolutions:

• Replacement: We will send you a new, identical product at no additional cost.
• Refund: We will process a full refund to your original payment method.

Exceptions and Limitations

• Normal Wear and Tear: This policy does not cover damage resulting from normal wear and tear, misuse, or improper care.
• Incorrect Use: Products that have been altered or used for purposes other than their intended use will not be considered faulty.
• Report Timeliness: Faulty products must be reported within 14 days of receipt. Claims made after this period may not be eligible for replacement or refund.

Contact Information

For any questions or concerns regarding faulty products, please contact us at info@smallandcopaints.com.

Changes to Faulty Products Policy

Small & Co reserves the right to modify this faulty products policy at any time. Any changes will be posted on our website, and it is your responsibility to review this policy periodically.

Legal Disclaimer

By purchasing from Small & Co, you agree to the terms and conditions outlined in this faulty products policy. Small & Co’s liability is limited to the replacement or refund of faulty products as described in this policy.

For complete details on our policies and terms, please see our full terms and conditions here.

Thank you for choosing Small & Co. We appreciate your understanding and cooperation.