Frequently asked questions

Not at all, everyone is welcome!

Our store is open Monday to Friday, 7am to 5pm and 8am to 12pm on a Saturday.

Of course, please do drop by and check us out next time you’re in Aberdeen.

Yes, once your order has been processed and marked as dispatched by us, UPS pick things up.  If your tracking number isn’t working, please contact us at info@tradesecretsuk.com and we will get it sorted for you.

If you haven’t chosen a premium delivery service, we aim to deliver all orders within a 1-2 working day period (Monday to Friday), however remote locations or delivery to addresses not on the UK mainland may take longer.  Occasionally delivery times may be affected by factors beyond our control and cannot be guaranteed. We will inform you if we become aware of an unexpected delay.

In the case of Bank Holidays please allow an extra 2 working days.

Your order should be delivered between 8am and 5.30pm Monday to Friday, unless you have paid a premium for a Saturday delivery

All shipments are governed by the Terms and Conditions of delivery as stated by each individual carrier.   Trade Secrets Limited will not accept claims for liability or loss against late delivery of any goods.

We strongly advise you not to book any contractors until you have received all your items in perfect condition as we cannot accept liability for work started under these conditions.

Yes, we offer both a delivery and a click an collect service.

We only deliver to UK postcodes, however, a surcharge will be applied for deliveries to Northern Ireland, the Scottish Islands, the Isle of Wight, The Isle of Man and all other Crown dependencies.   Please contact the store for additional information.

You order will be dispatched usually via UPS or by our in-house delivery team for local areas.  See below for more information:

Collections

A click and collect service is available either by ordering online and selecting this option at checkout, or by calling the store directly.

Once you have placed an order, unfortunately you cannot amend or cancel this online.

If an item needs to be cancelled, please contact our customer service team as soon as possible. If the order has not yet been processed, we can cancel items. If the order has been processed, then the order cannot be amended, and you will need to refer to our Returns Policy.

In any case, please contact us as soon as possible by via e-mail on info@tradesecretsuk.com or by calling 01224 515929 and we will try our best to help.

If you have received all your parcels, but an item is still missing, please contact the customer services team on info@tradesecretsuk.com with the order and product details so that we can investigate further.

If you collected your order in store and some products are missing, please call us on 01224 515929.

Due to high demand, occasionally some of our products do go out of stock. We are constantly monitoring our stock levels, and we usually expect to replenish any product line within a couple of weeks.   If you have placed a pre-order for an item that is out of stock and it looks like it will take longer than expected to get it to you, we will let you know and offer you the option of a full refund.

If any part of your order is temporarily out of stock and dispatch is expected to be delayed at all, we will contact you by email to notify you of the new anticipated delivery date. If possible, we will split your order so you receive goods in stock in a timely manner.

You should receive an order confirmation email soon after you place your order.  You will also receive a dispatch email once the item has left the warehouse.  If you haven’t received these please get in touch with our customer services team on info@tradesecretsuk.com.

We are sorry to hear this, if you received an error message at checkout please contact the customer service team on info@tradesecretsuk.com to let us know which error message was displayed and we can help to correct any issues.

Absolutely, our site is configured so that your payment is 100% secure and where you choose to save your payment details later these are stored safely and encrypted.

You will be charged the moment that we have accepted your order and processed your payment.

We accept card payments from American Express, Visa and Mastercard debit and credit cards, as well as payment via Paypal, Applepay (Apple phones only).

If you go onto our website you have the opportunity to access our credit account form.  Once complete we will carry out the necessary internal checks.  Once the checks have been completed you will be sent an e-mail with a link to set up a Go-Cardless Direct Debit mandate.  Once complete your account will be ready to go.

Yes, please complete the trade account forms on-line providing company details.  Once approved you will receive a notification your account is open.

The checkout process on this website gives you the option to create an account or check out as a guest. Creating an account is worth doing if you are likely to order more than once as the website will remember your details and you can view previous transactions.

If you have created an account when you ordered online you will be able to log back in and see your previous orders. If you placed the order as a guest and went straight to check out, please contact the customer services team on info@tradesecretsuk.com or by calling 01224 515929, and provide them with your name and previous order number as we should be able to look back our records and access this information for you.

Once you have selected the product and tin size there is a free text box below the colour wheel.  Please enter in the brand name and colour/code that you would like matched.

All computer and phone screens have different levels of brightness and resolution, meaning colours can vary between devices.  We recommend that you purchase a tester pot if you are not 100% confident in the colour you have chosen before ordering as paint is non-refundable once opened.

We have 3 core paint brands in store, Tikkurila, Benjamin Moore and Caparol, each having their own amazing colour palette, but we do also have the facility to colour match big brand names.

Please bear in mind that although this is called a colour match, it is not an exact replica as these can vary from charts and even their own tester pots.  A tinted equivalent will be within a 10% variance of the colour chart.  We always recommend that you purchase a tester pot to ensure you are happy with the match before ordering as paint is non-refundable once opened.  We will not accept returns or provide refunds based on an opinion of a colour relative to another manufacturer’s colour swatch/tester pot.

Yes of course, you can either email the customer service team on info@tradesecretsuk.com, give us a call or indeed pop in by the store if you’re local.  Our team will not only help you choose the right product, but also give you tips on how to apply it and achieve the best results.

We hope this won’t be the case but unfortunately accidents can happen.  If your order has been damaged in transit let us know as soon as possible using these simple steps:-

• Photograph the outside of the box with the paint tin still inside, the delivery label on the outside of the box (showing the tracking code), the inside of the opened box with the paint tin still in it’s inner packaging and finally the tin without any packaging.
• Send the images to info@tradesecretsuk.com stating your full name, company (if relevant), address and order number.
• We’ll be in touch to replace or refund your paint if appropriate.

Returns should be sent to the following address and include a name and order number.  Please contact our customer services team for further information.

Trade Secrets UK Ltd

Unit 11, Spires Business Units

Mugiemoss Road

Bucksburn

Aberdeen

AB21 9NY

Unfortunately, we cannot accept returns of paint which are mixed specifically for your order unless there is an error on our part and the paint does not match your order.

Always check your product against your receipt, to ensure they are correct. If you believe there has been an error with your tinted product, please contact our customer service team on info@tradesecretsuk.com.

We want you to be happy with all products you purchase from us, however we completely understand that sometimes we simply change our minds.

You can return your order (apart from tinted products) within 28 days of receiving your order.  Please contact info@tradesecretsuk.com and a member of the customer service team will help process your return.

Your products need to be returned unopened and in a full resaleable condition, in their original packaging or a suitable alternative to avoid any damages during the return.  If a product is returned damaged, a refund will not be given.

Please note, you are responsible for returning the items at your own cost and we recommend gaining proof of delivery from your selected provider.