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Welcome to Sandtex Store’s FAQ section. We’ve compiled answers to the most common questions about our premium paint products, delivery services, and customer support. Whether you’re a DIY enthusiast or a professional contractor, find the information you need below.
Product Information
What types of paint do you specialise in?
We offer a comprehensive range of premium paint solutions including:
- Exterior and interior paints
- Masonry and woodcare products
- Specialised metal & wood paints
- Primers, undercoats, and putty
- Garden furniture treatments
- Floor, wall, and roof coatings
Are your paints suitable for professional use?
Absolutely. Our British-quality paints are formulated for both DIY enthusiasts and professional contractors. They provide superior protection against weather elements and are designed for long-lasting results in various applications.
Do you offer paint for specific surfaces?
Yes, we have specialised formulations for different surfaces including masonry, wood, metal, and interior walls. Our product range is carefully categorised to help you find the perfect solution for your specific project needs.
Shipping & Delivery
What areas do you deliver to?
We offer global delivery service with exclusions only for some remote areas in Asia and other select locations. If you’re unsure about delivery to your region, please contact our support team for clarification.
What are my delivery options?
We provide two main delivery options:
- Standard Shipping: £12.95 via DHL or FedEx (10-15 business days after dispatch)
- Free Shipping: Available for orders over £50 via EMS (15-25 business days after dispatch)
How long does order processing take?
Orders are typically processed within 1-2 business days before dispatch. You’ll receive tracking information once your order is on its way.
Can I track my order?
Yes, we provide tracking information for all orders so you can monitor your shipment’s progress from dispatch to delivery.
Why might my delivery be delayed?
Delivery times are estimates and may be affected by factors beyond our control, including customs processing, weather conditions, and local delivery networks. We work closely with our shipping partners to minimise delays.
Payment Options
What payment methods do you accept?
We accept all major payment methods to ensure a seamless shopping experience:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Yes, we use industry-standard encryption and security measures to protect your payment information. Your financial details are processed securely through our payment gateway partners.
Returns & Refunds
What is your returns policy?
We stand behind the quality of our premium paints. You may return any products within 15 days of receipt, provided items are in their original, unopened condition.
How do I initiate a return?
Please contact our customer support team at [email protected] to initiate the returns process. We’ll guide you through the necessary steps and provide return instructions.
Are there any items that cannot be returned?
For safety and hygiene reasons, we can only accept returns of products that are in their original, unopened condition. Opened paint containers cannot be returned due to regulatory restrictions.
Account & Technical Support
Do I need to create an account to order?
While creating an account can make future purchases quicker and allow you to track order history, it’s not mandatory for placing orders. You can checkout as a guest if you prefer.
I’m having technical issues with the website. What should I do?
We apologise for any inconvenience. Please try refreshing the page or using a different browser. If problems persist, contact our support team with details of the issue you’re experiencing.
Can I modify or cancel my order after placement?
Order modifications or cancellations are possible if the order hasn’t yet been processed for dispatch. Please contact us immediately at [email protected] and we’ll do our best to accommodate your request.
Still Have Questions?
Our expert customer service team is here to help with any additional questions you may have. Contact us at:
Email: [email protected]
Address: 7 Hanover St, Edinburgh, GB EH2W 2CO
We’re committed to ensuring your painting projects are successful from start to finish with our premium products and reliable service.