Covid-19 FAQS

Coronavirus : Dulux Ordering, Delivery & Service Update

 

Last Updated: 23-Nov-2020




For nearly 90 years, Dulux has been on a mission to add colour to people’s lives in homes and communities throughout the UK. During these uncertain times, our primary concern is to help everyone to stay as safe as they possibly can whilst you plan your next decorating project. We are still seeing unprecedented demand for our products but if you have a query about buying Dulux products then, in the first instance, please check our top FAQs below regarding ordering, delivery and customer service. If you need to contact us, please note that our Customer Support teams continue to receive a high volume of queries – whilst our aim is to respond to queries within 5 working days it may take a little longer,  so please bear with us.


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Where can I get Dulux paint from?

Paint can be purchased from any Dulux stockist (subject to availability); colour testers can be purchased direct from Dulux through this website. Our products are in high demand and availability of products and/or colours may change from day to day and from one store to another.

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I’ve been unable to add items to my shopping cart?

Once you have chosen a product and colour combination, we will display the purchase options available to you. Items that are available to purchase online will have a clear ‘Add to shopping cart’ and/or a ‘Buy from a retailer’ option displayed. Where items are not available to purchase online there will be an option for you to find a local store to visit. If online buying options are presented but you are unable to continue to purchase, please chat with our virtual advisors for assistance in case of a technical issue or send us a message.

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Can I place an order with Dulux by email, phone or social media?

Unfortunately not. There may be different purchase options available via our stockists – please check their websites’ for details.

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If I place an order now, how long will it take?

Our current delivery timescale is 5 working days.  We advise all customers to make a note of their order number at time of purchase in case of any queries.

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I placed an order but didn’t receive an order confirmation email – will I still receive my order?

We’re sorry that you didn’t receive a confirmation email for your order. From time to time we hear of technical issues with email delivery to some domains and work with providers to resolve them as and when they arise. If you have placed an order but have received no confirmation email, please contact our Technical Advice Centre either by Direct Messaging us via any of our social channels, or by calling us on 0333 222 7070, and one our team will be happy to help you.

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I placed an order online, how will it be delivered?

We deliver Dulux tester orders in the post by Royal Mail; they are packaged in a way that up to 3 testers can be safely posted through your letterbox. Larger shipments are delivered by courier

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My order hasn’t arrived.

Due to exceptional demand and operational safety measures, orders may take longer to fulfil than our usual timescale. We apologise for any inconvenience caused by this. 

If you were expecting a delivery please first check any consignment updates for the latest schedule date (or reschedule date in case there has been an issue with acceptance of a prior delivery).

If you have received no delivery updates, then it is likely that there are one or more items in your order that are still ‘out of stock’ – please contact us at duluxlifestyle@akzonobel.com with your order number and we will advise you of the status and your options.

If you have placed an order for Dulux paint via another retailer / website, please contact them directly with any queries.
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Can I cancel my order?

If you have yet to receive an order placed via our website or your circumstances have now since changed, we fully understand if you decide to cancel your order. Please first check any consignment updates in case your delivery/redelivery) is in progress. If you still wish to cancel your order, please email duluxlifestyle@akzonobel.com with your dulux.co.uk order reference number and a refund will then be arranged.

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If I don't buy a tester, are there any resources or tools that could help me choose my colour scheme?

Here are some suggestions that may help inspire or guide you:
- Get inspiration by room by browsing featured colour schemes.
- Try our Visualizer App – digitally paint your room in the Dulux colour of your choice
- When you’re selecting a colour, click on the large colour swatch and you can see illustrative roomsets in that colour.
- Check Out our channels on social media e.g images on Instagram, themed boards on Pinterest or video guides on YouTube.

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How can I use my Dulux paint voucher?

Dulux Paint vouchers are currently only valid in stores. If you are unable to redeem your voucher due to store voucher acceptance or stock availability and it is due to expire, please pop it in the post to us along with your name, address and value to:

Dulux Technical Advice Centre
AkzoNobel
Wexham Road
Slough
SL2 5DS 

Our Technical Advice team will be happy to issue you with a new voucher at the earliest opportunity. 

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Is Dulux/AkzoNobel redirecting its manufacturing to support the nation in the efforts to beat Covid-19?

At our manufacturing sites, we are making paint and coatings products for a whole range of critical industries and for the construction sector. For example, our coatings are used on hospital beds and other metal equipment (including oxygen bottles and ventilators), which are currently in high demand. Our protective coatings products are also vital in keeping the country’s infrastructure running (our products are used widely in energy generation and distribution). We are therefore prioritising our resources in these areas to ensure production of these key items can continue.

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