01285 862132
Call us with any queries you may have about our products or services
We only sell products we know about and believe in.
Trade prices on all products, recently manufactured and in stock.
Clear despatch times and next day delivery to most of the UK.

Customer Information

The following notes are intended to cover general points of interest but please also refer to our more specifically detailed Terms & Conditions.  Your statutory rights, in particular The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not affected.

TIN SIZES: For the ease of product identification and description, we often refer to the tin sizes that we offer in rounded terms e.g. 1.0 Litre, 2.5 Litre and 5.0 Litre etc.

However, in the case of topcoats, these are nominal volumes. Declared volumes can vary by up to 10% depending on the colour being supplied.

COLOURS: Most of our topcoats can be supplied in an almost limitless number of colours drawn from various colour standards (e.g. Jotun, B.S. and RAL). These colours are produced by adding a mixture of individual tints (e.g. Deep Red, Black, Yellow etc.), each in a varying but predetermined volume, to the appropriate base paint. This process is carried out on a computerized machine which is supplied by Jotun themselves.

The base paints are manufactured by Jotun to standard specifications in batch quantities and we are able to guarantee absolute consistency of colour when all base paints are from the same numbered batch. However, all batch production processes are allowed certain manufacturing tolerances so there could be the slightest changes between one batch of base paint and another. If this were the case, there would also be the commensurate slightest of changes in the actual colour produced. This scenario is most unlikely to occur within the fulfillment of one order but it could occur if the same colour was to be re-ordered some months later.  SML will not uplift and replace or credit any paint correctly mixed to a colour that you specify as these are specially made to order (see Clause 11 in Terms & Conditions).

WEBSITES COLOUR ACCURACY: We have made every effort to make the colours on our websites as accurate as possible. However, colours on screen may vary depending on your screen settings and resolution. We cannot guarantee an exact colour match of the on-screen colour to the colours of the actual products. If you are unsure of a colour, we recommend that you contact us for a colour card to be sent in the post. No responsibility can be accepted by SML for products ordered that differ in actual colour to an on-screen colour.

PRICES: We have become one of Jotun’s leading UK distributors by offering all of our customers an excellent service (including next working day delivery to most UK postcodes) and competitive trade prices. These trade prices can be further discounted for one-off large volumes (eg 100+ litres) or for regular supply of smaller volumes so please contact us on 01285 862132 to discuss your detailed requirements in this respect.

Due to the fluctuating costs of raw materials, finished goods and transport etc, we must reserve the right to vary our trade prices whenever necessary and to make the appropriate trade price changes to our website without prior notice. 

You have the option of displaying prices either excluding or including VAT. However, once you get to the checkout, VAT will always be added where appropriate and shown separately. A fully detailed VAT invoice will be issued with each order that we dispatch.

OFFERS: Any offers for discounts are for the order or product value excluding VAT or Delivery.

See Clauses 4 and 5 in Terms & Conditions.

ORDERING: You can order online via our secure website at any time of the day or night. Alternatively you can telephone, email or post your order to us.

PAYMENT: All goods must be fully paid for before dispatch. We accept payment by most credit and debit cards, as well as by cheque or postal order.

AVAILABILITY: We are rarely out of stock of any item but we do not guarantee 100% stock availability at all times. If we are unable to dispatch your goods within two working days of receiving your order we will contact you immediately and you will then have the option of either;

- cancelling the order and receiving a full refund,

- cancelling the part of the order that we cannot immediately fulfill and receiving the appropriate partial refund,

- proceeding with the order on the basis that the outstanding balance is supplied as a back order at an agreed later date.

We will never look to charge you for goods that we have not been able to dispatch.

ORDER PROGRESS: If you choose to register with us you will be able to access your online account, check orders that you recently placed, view your order history and place repeat orders.

SHIPPING AND DELIVERY: Shipping and delivery charges vary according to the delivery zone. The charges shown exclude VAT which will be added at the checkout. 

Orders placed via this website can only be delivered to addresses within the UK. For deliveries to IOM, Scotland Offshore and Channel Islands please contact us for carriage charges.

Our distribution agreement with Jotun prohibits us supplying directly customers outside the United Kingdom.  However we are able to assist international customers with orders through the Jotun network. 


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Orders received by 2.00 p.m. will normally be dispatched the same day and delivered next working day (if the next day option is selected) to addresses in Zones 1 but addresses in Zone 2 can take up to 3-5 woring days.  Please note that these are fulfillment targets set by our carriers and are not guaranteed delivery times.  Our personal experience of the carriers is that they meet their delivery target more than 95% of the time.

Certain pack sizes (e.g. 20L) and orders requiring palletising can take an extra 1 - 2 days due to different transport regulations for tin sizes of Hazardous Goods that exceed 5 litres.

If we have your email address you will receive an email from our carrier that will allow you to track your consignment.

On delivery the carrier will;

- require a signature from the person receiving the goods, or

- leave a card advising that they will return the next working day if there is no one to receive the goods, or

- leave the goods without a signature if you have advised us (via the notes box at the checkout) of a safe place where the goods can be left at your own risk.

PROBLEMS WITH DELIVERY: Please refer to Clause 14 within our Terms & Conditions for detailed advice regarding the procedures to follow on receipt of goods. If there is a problem you should notify us within three working days.

PROBLEMS DURING/AFTER APPLICATION: Please refer to Clause 16 within our Terms & Conditions for detailed advice regarding the procedures to follow should you experience any difficulty or problem in applying the paint. It is essential that you read the individual product Data Sheets shown on the website and also supplied with the delivered goods before starting to paint.

RETURNS: Eligible items may only be returned to us within 14 days of receipt.   If you wish to make a return, please contact us first for detailed instructions.  Items to be returned must be in the condition in which they were received. You must bear the full cost of returning any unwanted items to us.

SECURITY: We use SagePay to securely process all transactions in order to guarantee that your personal information is protected. Our secure server encrypts all your personal information including credit and debit card numbers, your name and your address. The encryption process takes the characters you enter and converts them into bits of code that are then securely transmitted over the internet using a "Secure Socket Layer" (SSL). SSL is an industry standard and is one of the best ways to ensure internet data is secure.

PRIVACY: We respect your privacy and any details that you provide, including email addresses, are used only in the processing of your order. However, we would like to occasionally email you with details of special offers or discounts on Jotun products. If you would prefer not to be contacted please let us know and we will remove your name from our emailing list.

WARRANTY: We guarantee that any products we supply are fit for the purpose for which they are manufactured. Our liability to you will not exceed the replacement value of any inappropriate or defective goods (see Clause 18 in Terms & Conditions).

COPYRIGHT AND TRADEMARK: SML Paints and Coatings is a trading name of Shepherd Marine Limited. Shepherd Marine Limited own the copyright, trademarks and other intellectual property rights in all SML material and its content which you may use, download, copy, publish, transmit or otherwise make available by any other means only for your own personal, non-commercial use. Any other use or reproduction of the SML material and its content is strictly prohibited unless we have agreed to a formal request made in writing (see Clause 19 in Terms & Conditions). Jotun Paints (Europe) Ltd own the copyright, trademarks and other intellectual property rights in all Jotun material and Jotun content on this website.


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