Delivery & Returns

  • FREE delivery on all orders over £250 ex VAT
  • For orders under £250 ex VAT, standard delivery costs just £12.00 plus VAT.
  • Next Day Express delivery available on most items for just £25.00 plus VAT.
Most items are usually delivered within 2-3 working days from when you place your order but you can specify an alternative delivery date when ordering. Deliveries are made between 9am and 5pm, Monday to Friday (excluding Bank Holidays) and we will need a signature when the delivery is made. For orders placed on Saturday or Sunday, the earliest delivery day would be Tuesday (if next day delivery has been selected).

Next Day Delivery You can select Next Day delivery for an additional £25.00. Next Day delivery is available for most delivery addresses on orders placed before 12 noon. Please note that the additional charge also applies to orders over £250. We are unable to offer a next day service to the Highlands of Scotland. Next day deliveries will be delivered on the next working day, Monday to Friday. For Saturday deliveries please call to check on the availability of this service in your area. Saturday deliveries will be subject to an additional premium.

Offshore Deliveries
The delivery charges on our web site are governed by the cost of delivery to the customers delivery address. As standard this is to mainland UK addresses. We regret that additional charges are applicable to addresses which are non UK mainland. When checking out select the delivery area applicable for your delivery address. If your request is for a delivery outside the quoted areas then please contact our Customer Service Department on 01204 525231 who can quote for any special transport arrangements. Many of our products are classified as Dangerous Goods for sea transport and special transport arrangements are required.

Order Cancellation

We will send you an e mail accepting your order and advising you of dispatch of the goods. Your orders may be amended at any time before this e mail is sent. (See Terms & Conditions). Orders cancelled after dispatch shall be subject to a return handling charge. See return and refunds below.

Goods Damaged In Transit And Short Deliveries

If goods delivered are damaged in transit or items are missing the carriers note must be endorsed accordingly. No responsibility will be accepted for damaged or missing items that have been signed for as received in good condition. If goods are damaged or missing then please immediately contact our Customer Services Department who will investigate the problem and arrange for the dispatch of replacement goods as applicable. Shortages, damage or non-delivery should be notified within 4 days of the invoice date.

Returns And Refunds

Unless faulty, products from tinted ranges are excluded from our refund policy. These primarily include those products with large colour availability where the shade selected is produced following receipt of your order. Full shade cards are available for these products which will show a more accurate colour match than is available on computer screens. If you require a shade card then please contact our Customer Services Department.

Statutory right to cancel–Non Trade Accounts - You can cancel your order within 14 days from the day on which you receive the goods purchased.

You must inform us at Firwood Paints Ltd Oakenbottom Road Bolton BL2 6DP, Fax 01204 362522 or email websales@firwood.co.uk that you wish to cancel your order by post, email or fax. You may use if you wish the form that can be downloaded on the following link >>Download Returns Form

Effects of cancellation - We will reimburse all payments made for the goods purchased, including the costs of delivery (except for premium delivery charges in excess of our standard two day delivery service) but you will be charged for the return cost for collection of the goods. We will reimburse any money due using the original method of payment used. We will withhold reimbursement until we have received the goods back and they have been inspected and confirmed to be in good order.

Please note that the carriage charge for collection of goods may exceed that originally paid to deliver goods to you. You must make the goods available for collection and they should be packed as originally supplied. As many of our products are flammable liquids they cannot be shipped by post or courier services.

If goods delivered are damaged or faulty, please contact Customer Services within 7 days of delivery. Shortages or Non-delivery should be notified within 7 days of the invoice date. The problem will be investigated and replacements dispatched as soon as possible.

Trade Accounts - Customers with trade accounts do not have the same rights in respect of the return of goods. Their transaction is covered by our standard terms and conditions of sale for trade account customers which they will have agreed to when the initial trade account was opened.

If you have an Internet order query, please contact Firwood Customer Service on 01204 525231, or email websales@firwood.co.uk. Our customer service helpline is staffed from 8.00 am - 5.00 pm.
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