Deliveries, Refunds and Exchanges Policy

Deliveries

We don't make any profit on our delivery charges and everything is charged out by weight. Please read the delivery address information carefully below before ordering, as we cannot be responsible for errors or non-deliveries as a result of customer errors.

Addresses

Please note we will ship to the delivery address provided, we recommend that this is a business or home address. If you are not available to sign for the parcel delivery on the day, please provide us with a ‘safe place’ the courier can leave the parcel (at your own risk) at the time of ordering in the notes section at check-out.

Please note we CANNOT deliver to P. O. Box addresses.

We use non-timed deliveries and our couriers will attempt delivery between the hours of 8am and 6.00pm Monday to Friday to the address provided (unless you have opted for the Saturday at the applicable cost).

We supply our goods throughout the mainland of the United Kingdom. Deliveries that are not considered United Kingdom mainland will incur a surcharge (i.e. Northern Ireland, Scottish Highlands & Islands, Isle of Wight and Isle of Man for example). Please contact us for an up to date delivery price, if you require your order to be delivered to a non UK mainland address, please email info@colourheroes.com or call 01347 824459.

Refund and Exchange Policy

We understand that sometimes a product is not quite right, and you may wish to have a refund or exchange an item which has been bought from our online shop.

We ask that you request your returns within 14 days of receiving your order by emailing: info@colourheroes.com

Please provide the following information in your email to us: your order number which you will find on your order confirmation, your email address and your full name. Please explain the reason why you want to return your item(s). If an item is faulty, please provide full details including photographs.

All items must be returned in the condition that you received them, and box packaging included where applicable within 7 days of your return request email.

How to return your package(s):

You, as the customer are, responsible for the payment of postage/shipping for returns. Colour Heroes will not pay the postage of any unwanted items.

If you receive a faulty item, we will arrange repayment of postage/shipping once goods have been received and the fault identified.

Please read the instructions on how to return an item below.

1.       Please include in the parcel details of your full name and order number

2.       Please post back to the following address:

Colour Heroes, Suite 2FF, Newton House, Birch Way, Easingwold, York, YO61 3FB 

Please send your return using a secure and trackable method, for example Royal Mail recorded delivery. Please keep your proof of postage receipt. Posting is your responsibility, and if the package is lost, we will be unable to refund you the cost of the item.

Once we receive your returned item(s) and we have verified the fault, you will be sent an email confirming that we have received your return(s) and that you have been credited. Please allow between 3 and 10 working days for your bank to complete the transaction. This can vary depending on your banking provider.

Receiving a refund

Your refund will be credited to match the original method of payment. This will exclude shipping costs (with the exception of faulty items, if applicable).  

Faulty goods

Goods are classified as faulty if they are received damaged. Please contact us within 14 days of receiving your order if your item(s) has been delivered in a faulty state. We will process an exchange for any faulty item(s) received. On the rare occasion, if we have no replacement stock, you will receive a full refund. Faulty goods queries placed outside the 14-day period may not qualify for a refund.

If your order weighs over 2kg, we will arrange a collection of this item(s) free of charge, and we will arrange for a replacement(s) to be sent or issue you a refund. Once we have agreed a parcel collection date and time with you, and you (the customer) are not at the premises when the courier arrives, you maybe charged a £10 unavailability charge.