Frequently Asked Questions
Orders and Your Account
How do I place an order?
Simply browse our products and add them to your basket. Once you've added everything you need, click the basket in the top right corner and click checkout. You can review your order before paying with your preferred method. If you'd like assistance in placing your order you can email us at hello@trycolourly.com, or talk to us via LiveChat- accessible in the bottom right corner of the webpage.
How much is delivery and how long will it take?
Shipping times vary depending on location. You'll see estimated delivery times on your order at checkout. For orders to UK addresses, we aim to ship next day on all orders.
How do I change my shipping address?
Shipping addresses cannot be changed once the order has been placed. We encourage you to double-checking your address before placing your order. Please email hello@trycolourly.com for help. If the order hasn’t been completed, you can update your shipping information in your account.
How do I return an item?
We have a 30-day 100% satisfaction guaranteed return policy. The best way to get started with a return is to email us at hello@trycolourly.com and we'll send over information on next steps to get an order return started for you.
How do I return a Colourly product that I bought on a different website such as Etsy, eBay or Amazon?
Please contact the site you originally purchased your item(s) from to initiate the return process.
Payment
Do you charge sales tax?
Where applicable, orders are subject to VAT and other sales taxes which will be clearly listed on your checkout and accompanying receipt.
What forms of payment do you accept?
We accept all major credit and debit cards, PayPal, Google Pay and Colourly Gift Cards.
If I need a refund, how long will it take?
We issue refunds immediately, however it may take your bank longer to process, which is usually within 3-5 business days.
Rewards
How do I sign up for the rewards program?
You can sign up for rewards by registering for an account either during or before you place an order. Simply enter an email and password and you're ready to start collecting and spending Palette Points!
How do I spend my Palette Points?
Once you've earned points you can easily use them on the checkout page when you're ready to complete an order.
Collaboration
How do I collaborate with Colourly?
We're proud to work with artists, whether they are established or just starting out. Keep an eye on our social media for public calls we make for artist collaboration. We'll also be adding more information to our website soon when our artist programme launches.
Do you have a shop I can visit?
Not yet, but watch this space!