Covid-19 FAQS

Coronavirus : Dulux Service Update and FAQS

 

Last Updated: 9-June-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. We want to say a huge thank you to our colleagues for their dedication, and to you - our customers - for your understanding during these unprecedented times.

Due to changing conditions, unprecedented demand for our products and online delivery through our website has caused delays to processing orders and we are doing what we can to service orders as effectively and safely as possible. We are constantly monitoring government and public health guidelines to ensure that everyone’s health and wellbeing remains at the heart of our daily operations.

Our Customer Support teams are continuing to process a high volume of queries from customers but are aiming to respond to queries within 5 working days - so please bear with us if you have contacted them direct. Alternatively, please check our top FAQs regarding ordering, delivery, service and cancellations below.

-----------------------------------

Where can I get Dulux paint from?

Paint can normally be purchased directly via our website or any Dulux stockist. Due to continued high order volumes we will be restricting the number of new orders we take each day through our website. If out daily capacity is reached, customers will see advisory notices if trying to make a purchase. If this affects you, we apologise for the inconvenience and hope that you will return the next day to make your purchase.  

For product availability elsewhere, please check your local stockist for details of their current operational policy and status (online/instore, operational hours, services, delivery lead times etc).

-----------------------------------

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

Items that are available to purchase will have a clear add to cart / buy option. Depending on daily order volumes and our ability to safely process them, we may have to temporarily suspend taking orders from time to time.  If we have reached our daily order capacity, an advisory notice will be displayed. If 'add to cart' buttons are active but you are unable to add items to your cart, please chat with our virtual advisors for assistance in case of a technical issue or send us a message.

-----------------------------------

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

Unfortunately not. We can only take direct customer orders for Dulux products via our website. There may be different purchase options available via our stockists – please check their websites’ for details. 

-----------------------------------

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

Our current delivery timescale is 7-14 days.  We advise all customers to make a note of their order number at time of purchase in case of any queries. 

-----------------------------------

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. We have experienced some intermittent technical issues with email delivery to some addresses and are working 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.

-----------------------------------

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

Dulux tester orders are delivered in the post by Royal Mail and are packaged in a way that upto 3 testers can be safely posted through your letterbox. Larger shipments are delivered by courier 

-----------------------------------

My order hasn’t arrived.

Due to exceptional demand on our website and operational safety measures reducing processing capacity, orders took significantly longer to fulfil than our usual timescale. We apologise for any inconvenience caused by this.  

Orders for all ‘in stock’ items have now been processed. If you are still expecting a delivery please first check any consignment updates in case it is scheduled or pending a reschedule (if there has been an issue with delivery acceptance) 

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.

-----------------------------------

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 is in progress (or pending a redelivery if there was an issue with acceptance first time around). 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.

-----------------------------------

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.

-----------------------------------

How can I use my Dulux paint voucher now? 

Dulux Paint vouchers are currently only valid in stores. If your voucher is due to expire, when safe, 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, when our team are back in the office.  

-----------------------------------

What is Dulux doing to support communities at this worrying time?

Our primary focus has been to ensure the support, health and wellbeing of our own colleagues as well as supporting our existing charity partners through these difficult and unprecedented times. The best way to support all our communities is to follow the latest government advice.  

-----------------------------------

Can you donate paint to people in need? 

We have currently paused our paint donation activity, as it would require people to carry out non-essential travel to collect the paint.   We will however continue to review the situation as travel restrictions change. 

-----------------------------------

Why are you still manufacturing?  

At our manufacturing sites, we are making paint and coatings products for a whole range of critical industries. For example, our coatings are used on hospital beds and other metal equipment (including oxygen bottles and ventilators), which are currently in high demand. We're therefore prioritising our resources in this area to ensure production of these key items can continue. 

We also supply coatings used in the cans of food and drink that people are consuming every day – and the industry is working flat out to keep up with the increased demand. In addition, many of our coatings products – including our decorative paints – are a key part of the construction and transportation sectors. So, we're helping to ensure that crucial work can carry on, such as building new hospitals, while playing our part in keeping the transport of necessary supplies moving by road, sea and rail. 

-----------------------------------

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. 

-----------------------------------

How are you protecting staff that fulfil online orders? 

The safety and wellbeing of our colleagues and customers is of utmost importance. The staff and fulfilment partners supporting our retail websites (Dulux and Cuprinol) are operating in line with all UK government recommendations for HSE and social distancing. 

-----------------------------------

What are you doing to look after your employees at this time? 

Our number one priority is to keep our employees and their families safe and well. We are closely monitoring the pandemic situation and fully support UK government guidelines and the measures that have been introduced.  The company guidance to employees is to work from home where possible. For some of our staff, however, it is not possible to work from home.  

At our manufacturing sites, extensive hygiene and safety measures have been put in place to mitigate the risks of our employees. These include additional cleaning across sites, changes to procedures to allow for clear social distancing and delaying non-essential activities. We are continually assessing conditions at each of our sites and revising our procedures and ways of working as appropriate. 

Dulux Decorator Centre trade stores are now providing a delivery and non-contact click & collect service in line with Government advice to keep staff and customers safe.