Firwood Frequently asked questions

How do you ship my order?

Many of our products are classified as hazardous for shipping by road or air and require specialist carriers with drivers that are trained for the carriage of hazardous goods. We select the carrier for your order based on the products and quantity ordered . Larger consignments will be shipped on pallets and smaller orders will be packed in cartons or as loose tins.Our packaging is tested and certified for road and sea transport only. We do not pack goods for air freight and as a consequence we are unable to use couriers such as UPS and DHL who might use air freight to move goods around the country.

How soon will I receive the goods?

Wherever possible we ship goods on the day the order is received provided we can process the order f before 2 pm. This allows us to pick goods for packing, tint any special shades and get the goods ready for collection by our carriers. Orders received after 2 pm are likely to get shipped the following day. If you have a date when you require the goods for then we recommend you order the products well in advance so any delays experienced by our carriers do not hold up your job.

You can select at the checkout our standard delivery service of 48 hour delivery or alternatively for a premium a next day delivery service. This is for deliveries Monday to Friday and excludes Public Holidays.

Deliveries to offshore addresses and the Highlands of Scotland may take longer because of the distances involved and ferry schedules.

Can I collect my order?

Yes orders can be collected from our Bolton factory. If you wish to collect please indicate this in the "Delivery Note" section of the checkout page. Alternativelycall us on 01204 525231. As soon as the goods are ready we will call you to arrange a convenient time for your collection. Please note that for larger orders the driver collecting the goods must be suitably qualified for the carriage of dangerous goods.

What if I am not in when the goods are delivered?

Our carriers request that goods are signed for on delivery and you need to check that you have received your order exactly as placed. If you are unlikely to be in when the goods are delivered we suggest you arrange delivery to your workplace or alternative address where someone can sign for the goods. If the carrier fails to find you in when delivering the goods they will return them to their depot and rearrange the delivery. They will not leave goods unsigned for.

Why are some shades of the same product more expensive?

This is down to the pigmentation costs of the individual shades. It is significantly cheaper to produce colours like greys and creams than some reds, yellows and violets. We pass this saving on to our customers. We group shades into three price bands, normal shades, strong shades and extra strong shades. Normal shades are the cheapest. If you do not have a specific colour in mind then do look out for the cheaper shades which can offer better value for money.Whichever colour you choose you can be confident that we have selected quality pigments that offer good lightfastness and durability.

Are our products CE marked?

There is no system as yet for the CE marking of paints. The Construction Products Regulations 2011 requires manufacturers of construction products to provide a 'Declaration of Performance' (DoP) and apply a CE Mark to their products. This in turn requires the product to be controlled by a Harmonised European Norm (hEN) or a EuropeanTechnical Approval (ETA). There are no hENs or ETA's in place for steel protection coating systems, and CE Marking of such coatings is therefore not possible.

Shelf life

Our products typically have a shelf life of 6 months for water borne products up to 2 years or more for solvent borne paints. As products are held in stock for long periods please appreciate they will require a thorough stir before use. For more information on the shelf life and storage of our products please refer to our guidance note which is available for download.

Thinners - How much do I need to add to the product?

Refer to the paint tin to check on the recommended thinners for the paint. Add as required, usually no more than 5-10% required by volume. Avoid over thinning in cold weather when the paint will naturally increase in viscosity.

Coverage- Why doesn't my paint go as far as you suggest?

The coverage rates on the container are based on a theoretical calculation. This does not account for any loss due to product left in the container, on rollers or brushes and variations in the surface that it is applied to. Depending on these variables as well as overall surface porosity, you may see a lesser spread rate than what the "theoretical" coverage rate states on the container. For more information please read our guidance note on product coverage.

Where can I find more information on the products I have purchased?

Search for the product on the web site and go to the downloads tab. From here you can download the material safety data Sheet for the product and the technical information sheet. Please read these carefully before using the product. Two pack products will have two sections of material safety data sheets, one for the base paint and one for the cure.

Can you supply special shades of paint not available on the shade cards?

Yes we can. These can be to other International Standards such as Munsell (USA) AFNOR ( France) or shades produced by other UK paint manufacturers that we have a good colour standard for. Alternatively you can supply a previously painted item for us to match. This service is not available online so please call us on 01204 525231.

Do you offer a discount for large volumes?

Yes we do. For some products quantity discounts are shown beneath the quantity selector. If you require larger volumes than indicated then please give us a call and we can see if a discount is available.

Can you arrange shipping to other parts of the world?

Yes we ship to most areas of the world subject to local rules and regulations. Please appreciate there are minimum costs for export shipping regardless of the quantity ordered. Call Firwood on +44(0)1204 525231 and ask to speak to our export sales department who will be pleased to assist you.

Do you supply paint on a discounted or free basis to registered charities?

Yes as part of our commitment to corporate social responsibility we do assist charities by the supply of ends of lines and redundant stocks. A charge will be made for delivery of such items. For organisations requiring decorative paints for charities we recommend they contact www.communityrepaint.org.uk. This organisation will also assist if you have usable paint that is surplus to your own requirements and you may wish to donate to charity.

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