Helpdesk

Helpdesk

Product & General Enquiries

Product enquiries should be directed to the product seller. We’re an online marketplace, so we always recommend contacting the seller with any product queries as they’re the ones who know their products best. We wanted to make it easy for you to contact our sellers, so there are several ways to do it:

  • On the product page, click on the ‘Get Support’ button to contact the seller.
  • Customers can also fill and submit the ‘Product Enquiry’ at the bottom of the product page.
  • Customers can also click on the ‘Vendor Info’ tab and then click on the seller’s name for more options on contacting the seller.

Sell on Colourwarehouse

Alongside our everyday great savings, you’ll find Colourwarehouse Deals that showcase popular items with great savings off the RRP – exclusive to our buyers.

As we offer competitive selling fees, our sellers are able to make savings and pass those savings on to you, so we decided to highlight their best offers for you to shop with ease!

Sell on Colourwarehouse

We want to help make it easy for you to find and buy what you need. You can look for the product you want by using the search bar at the top of every page or via the drop-down menu to the left of the search bar. You can also shop by brand or explore the latest deals.

Once you’ve found a product you’d like to buy, simply click the ‘Add To Basket’ button on the product page. Then click either the ‘Go To Checkout’ button in the pop-up window or the basket icon in the top-right corner.

Enter your email address then your delivery details. If you don’t have an account, you’ll create one at this stage by confirming your email address and entering a password.

At the last stage of checkout, you can review your order before you pay. You may be able to upgrade to Priority delivery here!

When you’re ready to pay, click either the PayPal button or one of the card buttons at the bottom of the page (you may see a ‘Go To Payment’ button which will scroll you to the payment options). We use PayPal to process our payments, so even if you pay by card, the payment window will have PayPal’s logo.

Once you’ve paid, that’s it! We’ll confirm your order via email and let you know when the seller dispatches it, so just sit back, relax and wait for your order to arrive. Don’t forget to review us on Trustpilot and let others know you enjoyed your shopping experience!

Sell on Colourwarehouse

We’re an online marketplace with thousands of sellers. While our sellers do update their stock levels regularly, on rare occasions it’s possible that their stock levels are inaccurate and they have to cancel your order.

As an online marketplace operating a catalogue system, we enable multiple sellers to list on a particular item. While one seller may have cancelled your order due to no stock, the item will still show as being in stock if there are other sellers listed on it. If none of our sellers are listing on an item, the product won’t show in categories or when you search for it.

Start Selling

We can help you with questions about your Colourwarehouse account, our website or the ordering process – please reach out to us via our Contact page.

Colourwarehouse is a marketplace, so you place your order with sellers. Depending on your enquiry, it may be better to contact the seller directly.

Whether its about the product, its pricing or stock levels, please contact the seller as they will be able to advise you best.

For questions and issues with orders you’ve placed, please message the seller via your Colourwarehouse account.

Have an issue with an order that the seller can’t resolve? You can utilise the PayPal Buyer Protection scheme. We partnered with PayPal to offer you superior protection and security when using our marketplace. This includes secure transactions and access to the PayPal Buyer Protection scheme – even if you paid by card. You can file a PayPal dispute for orders that haven’t arrived, are faulty/damaged or vastly different to what was described.

Sell on Colourwarehouse

As an online marketplace, we don’t offer warranties so we would advise contacting the seller to see whether one is available for the item you’re interested in.

To do this, simply go to the product page of the item you wish to buy and click the seller’s name under the ‘Vendor Info’ tab, then click ‘Get Support’ or ‘Contact Vendor’.

You will then be asked to log in to your Colourwarehouse account and a box will pop up where you can type your question to the seller. The seller should then be able to advise if a warranty is available for this item.

Sell on Colourwarehouse

The best way to see if a particular item is in stock is to search our site for it. You can do this in a number of ways:

  • Using the search bar at the top and typing in the item name
  • Browsing the relevant category
  • Checking a seller’s storefront

Once you’ve found the item you’d like to buy, you can check stock levels the product page. If the product is out of stock the listing will indicate so. However, some listings with abundance of stock may not indicate the stock levels.

Sell on Colourwarehouse

We want to make sure that the products listed on Colourwarehouse are not only of a high quality, but legal. If you are aware of a product that violates the law (be it illegal, counterfeit, or an intellectual property violation), please click ‘Report Abuse’ on the product page.

Sell on Colourwarehouse

The duration, both UK and international deliveries are specified in the Shopping Cart page. There, you can calculate the exact duration. However, depending on the postage, the delivery duration ranges from 1-5 working days for UK orders, 5-10 working days for European orders and up to 15 working days for other countries. 

Delivery Information

The duration, both UK and international deliveries are specified in the Shopping Cart page. There, you can calculate the exact duration. However, depending on the postage, the delivery duration ranges from 1-5 working days for UK orders, 5-10 working days for European orders and up to 15 working days for other countries. 

We’re an online marketplace, so delivery times and destinations will vary from seller to seller.

Our sellers have the ability to set customised delivery templates, and the locations they choose will depend on the courier and services they have access to. You can easily find out if the seller you’d like to order from delivers to your location from the product page. On the product page check the the ‘Shipping’ tab for the location the seller will deliver to.

We provide free UK and international delivery with a minimum order of £100. Once the minimum order requirement is in the shopping cart, the free delivery will automatically be applied. Visit the Delivery page for more delivery information. 

We post products worldwide (Europe, Asia, Australia, Africa and the America). There is an option in the shopping cart page to calculate the cost of shipping to your country.

There is also an option to calculate the cost of UK delivery and worldwide shipping in the shopping cart.

We use Royal Mail to deliver both UK and international orders. Depending on the postage, the delivery duration ranges from 1-5 working days for UK orders, 5-10 working days for European orders and up to 15 working days for other countries. Tracking number is provided depending on the postage.

Most orders are delivered on time. However, the effects of the Coronavirus issue may affect delivery.

We use Royal Mail to deliver both UK and international orders. At the moment some of their services may be impacted by the Coronavirus restrictions. We kindly ask that you expect delays. 

For international orders, once they leave the UK, the national postal service in your country takes responsibility.  Therefore, delivery in your country is also subject to the Coronavirus restrictions in your country. 

Account Information

You can make a Colourwarehouse account by clicking ‘Create a store’ or ‘Login’ on the home page. Then click ”Register’. Alternatively, simply place your first order – you’ll create an account during checkout.

With an Colourwarehouse account, you’ll be able to:

  • Manage your information (email address, delivery addresses, password)
  • Place orders quickly and seamlessly
  • Check the status of your order
  • Contact the seller
  • Leave product and seller reviews
  • Sell products and services

Order Enquiries

We use Royal Mail to deliver both UK and international orders. Depending on the postage, the delivery duration ranges from 1-5 working days for UK orders, 5-10 working days for European orders and up to 15 working days for other countries. Tracking number is provided depending on the postage.

We always recommend contacting the seller directly with enquiries about products, orders, deliveries and returns as they’ll be able to advise you best.

Before contacting the seller, we’d advise you to check out their storefront as this may answer your question quicker. To do this, click their name on the product page tab where it says ‘Vendor Info’. Product enquiries should be directed to the product seller. We’re an online marketplace, so we always recommend contacting the seller with any product queries as they’re the ones who know their products best. We wanted to make it easy for you to contact our sellers, so there are several ways to do it:

For order or delivery enquiries, these are the ways to contact the seller;

  1. On the product page, click on the ‘Get Support’ button to contact the seller.
  2. Customers can also fill and submit the ‘Product Enquiry’ at the bottom of the product page.
  3. Customers can also click on the ‘Vendor Info’ tab and then click on the seller’s name for more options on contacting the seller.

Colourwarehouse is an online marketplace and are therefore unable to provide detailed information about products or advise on delivery/returns beyond what is listed on the site by sellers. If you’re aware of products that break the law or violate Colourwarehouse’s terms, please click on ‘Report Abuse’ on the product page.

There are restrictions that apply to coupon codes and special offers. 

  1. Expiry date – coupons have expiry dates.
  2. Usage – coupons may be used only once or twice depending on the coupon.
  3. Minimum requirement – the minimum order value required must be in the shopping cart
  4. Finally, most coupon can’t be used with other coupons or special offers. For example if you are claiming the Buy 2 Get 1 free offer, the coupon will not apply. Vice versa.

Certain orders have their tracking numbers automatically emailed and texted to the buyers. Check your spam box and mobile phone also. If you didn’t receive your tracking number Contact Us.

Some orders aren’t tracked but will have final delivery confirmation. You can also check your order’s delivery status in My Account

We manage products and orders across several platforms. Some times there is a delay in synchronization. Meaning, the order could have been dispatched already but haven’t updated the system. If your order is still showing pending after 24hrs (excluding weekends), please contact us. 

This could be a technical issue. But it doesn’t mean you order didn’t go through. As long as funds were deducted from your bank account, then the order went through. You may notify us.

If part of your order is missing or you received an incorrect order, kindly contact us immediately. We will dispatch the missing/correct item immediately.

If part of your order is missing or you received an incorrect order, kindly contact us immediately. We will dispatch the missing/correct item immediately.

Returns, Exchanges & Refunds

Colourwarehouse is an online marketplace, which means the returns process will vary depending on the seller you order from.

You can view each individual seller’s return policy from their storefront. If you’re on the product page of the item you wish to buy, simply click the ‘Shipping’ tab to see the ‘Return Policy’ of the seller. If you have any questions about the seller’s return policy, please contact the seller directly.

If part of your order is missing or you received an incorrect order, kindly contact us immediately. We will dispatch the missing/correct item immediately.

Selling

If you know what you’re looking for, buying and reselling on Colourwarehouse can be a profitable business. You might be able to pick up something at a good price outside its peak selling season, or buy items in bulk and sell them on individually.

Bulk buying and selling on eBay

To find items for sale in large quantities, search for terms like “bulk”, “job lot”, or “wholesale” on search engines. You can research how much they usually sell for as single items to see whether they’re a worthwhile investment.

Buying and selling seasonal items

Another opportunity is to look for out-of-season goods. If you’re willing to hold on to items for a while, stocking up on things such as summer clothes during winter, or Christmas gifts once the festive season has passed, could be very profitable.

Making your listings available internationally is easy and can help you grow your business by getting items in front of buyers worldwide. When you offer international postage in your listings, your items are available automatically to buyers outside the UK.

Requirements for selling internationally

When you sell internationally, you need to make sure that the item you’re listing can legally be sold in other countries, as the applicable laws may be different to your own country.

Cooling off periods

According to the EU Consumer Rights Directive, consumers (buyers) can withdraw from most distance transactions with business sellers within a set time frame (‘cooling off period’) without penalty and without giving any reason.

When creating your return policy, be sure to include the following:

  • The time period that a buyer has to notify you that they want to cancel the transaction
  • How the refund is issued
  • Who pays the return postage

How to sell internationally

Non-managed payments sellers can make their listings available worldwide, or just to buyers in certain countries – simply add international postage options to your listings. International buyers will be able to see that while your location is in the UK, delivery is available to their country.

Here’s how to add international postage to your listings:

  • From the Vendor Dashboard go to Settings.
  • Click on Shipping.
  • Click on your Shipping Zones.
  • Add a Shipping Method.
  • Then edit the Shipping Method

Receiving payments from international buyers

If the buyer pays in a different currency, the payment will be converted to the currency of your payouts. As currency values can change, it’s important to note that the currency exchange rate will be captured at the time of sale and can be viewed in the order details. This exchange rate will apply in the event of a refund.

Colourwarehouse’s transaction fees will be deducted in the buyer’s payment currency, before being converted to your currency for payout. If you receive a fee credit, it will be converted from your buyer’s payment currency to your currency.

PayPal is a safe and efficient way of getting paid on Colourwarehouse, and is how most Colourwarehouse users pay for their purchases. In most categories, you’re required to accept either PayPal, or credit and debit cards payments. When you accept PayPal, buyers are able to check out using credit cards as well as via their PayPal account. To use PayPal as a payment method, you’ll need a PayPal account. If you don’t have one, we’ll ask you to sign up when you create your first listing.

How to set up PayPal as a payment method

To use PayPal to receive payment for your Colourwarehouse sales, you’ll need a PayPal account. If you don’t have an account, we’ll ask you to sign up when you create your first listing.

When you create a listing, just select PayPal as a payment method and enter the email address associated with your PayPal account in the Payment options section of the listing form.

Remember, if you offer PayPal as a payment option on Colourwarehouse (either using logos or text in the item description) you must accept all forms of PayPal payment including payments from an existing PayPal account balance, bank account transfers, and credit card payments. You can’t tell buyers that you’ll only accept specific forms of PayPal payment. See our Accepted payments policy for more information.

When a buyer sends you a payment through PayPal, the money is usually available in your PayPal account right away. However, in some cases, the payment might be “pending” for a few days, or it might be held by PayPal for up to 21 days. Learn more about pending payments.

For sellers, there’s usually a fee for each payment completed through PayPal. Check with PayPal for current terms and conditions.

We know how important it is for you to receive your money as soon as possible. However, sometimes Colourwarehouse or PayPal need to put a hold on your funds until your transaction is complete. If you see a payment pending in your account, it may be because either PayPal or Colourwarehouse have placed a temporary hold on it.

PayPal payment holds

In some situations, PayPal may place a hold on your payment. Check your PayPal account to see if there’s a PayPal hold. You can also contact PayPal for more information.

Contact PayPal

Colourwarehouse payment holds

If your buyer reports an issue with a transaction, we may place a hold on your payment until the issue is resolved.

Payment holds for new sellers

If you’re a new seller who hasn’t established a selling record yet, we might put payments from your buyers on hold. Generally, the funds will be available either:

  • 21 days after the buyer pays, or
  • 6 days after the estimated delivery date (if no was tracking provided but the item was marked as dispatched), or
  • 1 day after confirmed delivery
  • If no tracking is used, we’ll check for positive feedback after 3 days (to allow sufficient time for the item to be delivered). If positive feedback has been received, you’ll receive the funds within 24 hours. Note: This check is only carried out if no tracking is uploaded. Best practice is to upload tracking so you can receive the funds 1 day after confirmed delivery
    If the buyer reports a problem with the transaction, we’ll place another hold until the issue has been resolved.

You’ll become an established seller after:

  • It’s been more than 90 days since your first successful sale
  • You’ve had more than 25 transactions and £165 in sales

Payment holds for established sellers

If you’re an established seller, you should usually get access to your payments immediately, but there are some reasons why your funds could still be placed on hold:

  • You’ve started selling in a new category
  • Your account shows unusual activity
  • Your buyer opened a request for an item they didn’t receive or an item that didn’t match the listing description
  • You need to add tracking details to an item in order for open cases to be resolved

Other reasons Colourwarehouse may place a hold on funds

We may hold your funds for 21 days if we determine the transaction to be a risk. Category, price, and seller standing can all contribute to this decision. Generally by sending your items as quickly as possible and with tracking – you’ll keep your customers happy, and get the fastest access to your payments.

Listing your items at the right price will help them sell. Look around on Colourwarehouse or search engines for similar products to get an idea of what other sellers are charging. If you’re not sure how much you should charge, or aren’t sure of your item’s value, you should use search engines to help you find similar listings and decide on a price.

Unit pricing for business sellers

An EU Directive on consumer protection requires business sellers to indicate the price per unit of measurement (unit price) when selling certain goods to consumers. This means displaying the price of an item per kilogramme, litre, metre or other unit of measurement to make it easier for buyers to compare the prices of similar products.

In general, when goods are sold in bulk or when the item’s price is based on its weight or volume, the unit price must be clearly displayed in the listing. Unit prices are not required for auction style listings, as their final price is unknown.

When listing, business sellers can provide the unit quantity (e.g. 8) and the unit of measurement (e.g. kilogrammes, metres) in the item specifics section. The unit price will then be calculated automatically based on these specifics and the Buy it now price, and displayed underneath the price of the item.

Certain types of goods require a particular unit of measurement to be used, so please review your local regulations or get independent legal advice if you have any doubts.

Maintaining the safety of our community is a responsibility we take very seriously. For this reason, and to comply with local legal restrictions, some categories of products are restricted, or completely banned from being listed. If you’re not sure if an item you’re intending to list is allowed or not, choose the relevant category from the list below to find out.

Prohibited and restricted items policy overview

Before listing your item, make sure we allow it on Colourwarehouse, and find out if we have specific rules and conditions on how you should list it. Check the list of prohibited and restricted items below. You also need to make sure that the sale of your item complies with all laws.

Make sure your listings and products follow these guidelines. If they don’t, they may be removed, and you may be subject to a range of other actions, including restrictions of your buying and selling privileges and suspension of your account.

Understanding the rules

Our policies are often based on country and state laws, although in some cases, we may also base our policies on input from our members and our own discretion, especially for dangerous or sensitive items.

Read and understand our policies before listing items. Follow our guidelines and review our examples so you know beforehand what you can and can’t sell on Colourwarehouse.

Although certain items may be legal to sell in your country, they might be illegal elsewhere.

The list of prohibited and restricted items below covers items you can list under certain conditions, and items that we don’t allow at all. In our medical devices policy, for example, while we don’t allow many items (such as contact lenses), we do allow other items under certain conditions (including certain types of medical instruments).

To find out if we have other guidelines that might affect your listing or product, read our rules for listings and our rules about intellectual property.

Prohibited and restricted items

  • Academic, beta, and OEM software
  • Adult only category
  • Alcohol
  • Animals and wildlife products
  • Artefacts, archives, antiques, cultural items and grave-related items
  • Autographed items
  • Bootleg recordings
  • Catalogues
  • Chance listings
  • Charity and fundraising
  • Complilation and informational items
  • Contracts
  • Counterfeit currency and stamps
  • Credit and debit cards
  • Currency, selling
  • Digitally delivered goods
  • Drugs and drug paraphernalia
  • Electrical and electronics equipment – examples include cable TV decoders, radar jamming devices, and traffic light control devices
  • Embargoed goods and prohibited countries – examples include items from Cuba
  • Enabling duplication of copy-protected material
  • Encouraging illegal activity
  • Event ticket resale
  • Firearms and accessories – examples include pepper spray, replica firearms, and stun guns
  • Food
  • Gaming machines (slot or fruit machines)
  • Government, transit, and postal items and official items – examples include aeroplane operations manuals, public transportation employee uniforms, and Royal Mail mailbags
  • Hazardous, restricted or regulated materials – examples include batteries, fireworks and refrigerants
  • Human remains and body parts
  • International trading
  • Items encouraging illegal activity – examples include an eBook describing how to create methamphetamine
  • Knives
  • Jewellry
  • Lock-picking devices
  • Mailing lists and personal information
  • Managed payments restricted items
  • Medical devices – examples include contact lenses, pacemakers, and defibrillators
  • Multi-level marketing, pyramid and matrix programs
  • Offensive material – examples include ethnically or racially offensive material and Nazi memorabilia
  • Perfume and cosmetics
  • Personal relationships and services
  • Pesticides
  • Plants and seeds
  • Police-related items
  • Presale listings
  • Prescription drugs
  • Property
  • Recalled items
  • Recordable media
  • Replicas, counterfeit items, and unauthorised copies
  • Stamps, currency, and coins
  • Stocks and other securities
  • Stolen property
  • Surveillance equipment – examples include wiretapping devices and telephone bugging devices
  • Tobacco
  • Travel
  • Used clothing
  • Used cosmetics
  • Virtual currency
  • Vouchers
  • Weeds (see plants and seeds)

Reporting policy violations

If you see a listing that violates one of our policies, report it by selecting Report Abuse in the listing. If we determine that a listing or product has violated a policy, we email the seller or the buyers to let them know that we’ve removed the listing or product from Colourwarehouse.

Payment Information

Payments on Colourwarehouse are processed and secured by PayPal and Stripe. We never handle your money; your payment moves from you directly to the seller, processed by PayPal.

You can pay for your order with a variety of payment methods. You can use most major credit and debit cards (as a PayPal guest), or you can check out using your PayPal account (be it your PayPal balance or linked bank account).

Payments are processed through PayPal and Stripe so you don’t need to be registered with them to pay for your order, however you can choose to create accounts with them.

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