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Shipping policy

Dispatch & Delivery Policy - Limewash.com (UK & EU)

We proudly operate from Tonbridge, Kent, ensuring every order is prepared and dispatched with care and efficiency.

Same-Day Dispatch

Orders placed before 3:00 PM (UK time) are dispatched the same working day, provided the order is successfully processed and payment has cleared.

Orders placed after 3:00 PM, or during weekends or UK bank holidays, will be processed and dispatched on the next working day.

Delivery Services

We offer the following delivery options within the UK and EU:

  • Next-Day Delivery – available for most UK addresses

  • Two-Day Delivery – a lower-cost option or for areas not covered by next-day services

Please note: delivery speeds are not guaranteed, as they depend on courier capacity, routing, and demand.

You will receive a dispatch confirmation email with tracking details once your order leaves our facility.

Delays & Misdeliveries

In the event of a delay, loss, or misdelivery, we reserve the right to investigate and rectify the issue directly with the courier.

  • Please allow up to 5 working days for us to resolve the matter

  • Our 24-hour delivery service is not guaranteed, and we do not charge premium rates for this service

  • Courier policies (including Royal Mail) typically do not classify items as lost or damaged until 14 days after dispatch

We will always act promptly to support and resolve any delivery issues.

Estimated Delivery Timeframes

While we dispatch orders on time, delays during transit are outside our control.

  • Next-day services: please allow 1–3 working days

  • Standard services: please allow 3–5 working days

Delays may be more likely during peak periods, particularly between November and January.

Packaging Notice

When ordering multiple 2L or 2.5L tins, we may consolidate your order into larger tins (e.g. 5L) to reduce packaging and minimise our environmental impact. We reserve the right to make this decision during packing.

Safe Place Deliveries

Couriers (including Royal Mail) may follow delivery preferences or “safe place” instructions linked to your address.

Once a parcel is marked as delivered, with photo or GPS confirmation, we cannot accept liability for loss or theft beyond that point.

If you prefer not to have parcels left unattended, please update your courier preferences or select a signed-for delivery option.

Incorrect Address & Returns

Please ensure your delivery details are correct at checkout.

Orders returned due to incorrect or incomplete addresses, or failed delivery attempts, will incur a re-dispatch fee to cover handling and postage.

As our paints are made to order:

  • Refunds or cancellations are not available in these cases

  • You may arrange re-delivery (subject to fee), or

  • Collect your order from our premises at no additional cost

Return-to-Sender, Incorrect Address & Failed Deliveries Policy

Customers are solely responsible for ensuring that all delivery information provided at checkout is accurate and complete.

In the event that an order is:

  • Returned to sender due to an incorrect, incomplete, or invalid address
  • Not delivered due to the recipient being unavailable, failing to accept delivery, or failing to collect the parcel within the courier’s specified timeframe
  • Refused, held, or returned due to non-payment of applicable customs duties, taxes, or import charges (including but not limited to shipments to the USA and EU)

Limewash.com reserves the absolute right to retain all funds paid for the order. No refunds, whether full or partial, will be issued under these circumstances.

By placing an order, you acknowledge and agree that:

  • All products are made to order and are therefore non-refundable once dispatched
  • Courier and shipping costs are non-recoverable and non-refundable
  • Any failure to complete delivery due to the circumstances outlined above constitutes a breach of the delivery terms by the customer

Where goods are successfully returned to us, re-dispatch may be offered at our sole discretion and will be subject to additional handling and shipping charges.

Customs & Import Duties

European Union (EU)

Orders may be subject to VAT and local charges. Any customs duties or handling fees are the responsibility of the customer unless stated otherwise at checkout.

United States (USA)

Orders may be subject to import duties or taxes depending on U.S. regulations. These are not included in the purchase price and must be paid upon delivery if applicable.

Important:
We do not accept returns or offer refunds for failed deliveries due to unpaid customs charges. A significant portion of your payment covers non-refundable courier costs.

Rest of the World

International orders may be subject to duties, taxes, or import fees set by the destination country. These are the responsibility of the customer.

We cannot predict or control these charges. Failure to pay may result in delays, returns, or disposal of goods, for which we are not liable.

Weekend & Bank Holidays

Couriers do not collect or deliver on weekends or UK public holidays. Orders placed during these times will be processed the next working day.

Delivery Assistance

Our goal is to deliver your order as quickly and safely as possible.

If you have specific delivery requirements or time-sensitive projects, please contact us at sales@limewash.com before placing your order—we will always do our best to help.