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FAQs & Contact

Do you have questions or need help? We're happy to assist you! But please note: the answer to your question may already be here. We strongly encourage you to check our FAQ first.

It's the fastest way to get answers to common questions about orders, shipping, returns, and more.

📦 Your order

That depends on the offer you chose:

1 booklet — you receive the booklet on its own. You can add the 12-colour set and brush separately.
Buy 2, Get 1 Free — the 12-colour set and brush are included free, along with your mystery gift and free delivery.

Have a quick look at your basket before you pay, so you know exactly what's on its way.

Every booklet is printed on 250gsm watercolour paper — the weight made for painting with water, not standard art paper. It takes several layers without buckling, wrinkling or bleeding through.

It's the single biggest reason a first attempt looks lovely rather than crumpled. Most people who think they "can't do watercolour" were simply using the wrong paper.

English throughout. They're also almost entirely visual: every stage is illustrated, so you can follow along without reading much at all.

12 pre-sketched designs, each with step-by-step visual instructions and a colour guide.

Every booklet has its own theme — Flowers, Autumn, Birds, Seaside, Garden, Bouquets, Christmas and Animals — so you can pick the one that suits you, or collect a few.

🎨 Using your kit

Yes — you're exactly who we made it for. Our kits are designed for people who have never picked up a brush:

Pre-sketched outlines, so you never face a blank page
Step-by-step visual instructions
250gsm paper that forgives mistakes
Quality colours that blend easily

No artistic skill required. That's the whole idea: a creative pause with none of the pressure to perform.

Our 12-colour watercolour set includes:

12 pans of pigmented, artist-quality colour
1 brush
Colours chosen to cover every design in our booklets
A compact case that fits in a drawer or a bag

It depends on your pace and the design you choose, but on average:

20 to 30 minutes per painting
You can stop halfway and pick it up whenever you like
It's your moment, at your speed

The point isn't finishing quickly. It's having half an hour that belongs to you.

A jar of water and a piece of kitchen roll. That's it — everything else is in the kit.

🚚 Delivery & tracking

Processing: all orders are prepared by our fulfilment team within 24-48 business hours
Delivery: 5 to 13 business days after dispatch, depending on your location

Delivery is free on all orders over £38 in the UK, €39 in the EU and $50 in the US. You'll receive an email with your tracking number as soon as your parcel is on its way.

Tracking is emailed within 48 hours of your order. If nothing has arrived, check your junk and promotions folders first.

Still nothing? Email us at hello@pigmentetpapier.com with your order number and we'll send it straight over. You can also follow your parcel any time on our Track my order page.

Yes. We deliver across the whole of the UK — including Northern Ireland, the Channel Islands and the Isle of Man — and internationally.

🔄 Returns & exchanges

Yes. You have 60 days from the day your order arrives to tell us you'd like to return it, and 14 days after that to send it back. That goes beyond the 14-day cancellation right you have under the Consumer Contracts Regulations 2013.

To start a return, email hello@pigmentetpapier.com with your order number and we'll tell you exactly what to do. Return postage is at your cost unless the mistake was ours.

You're welcome to open your parcel and look through the booklet, just as you would in a shop. If it's been painted in, we may reduce the refund to reflect that.

We're sorry if that happens. Email us straight away at hello@pigmentetpapier.com with:

Your order number
A photo of what arrived (if it's damaged)
A short description of the problem

We'll send a replacement or refund you — whichever you'd rather have.

If the kit isn't for you, tell us within 60 days of it arriving and we'll put it right. No long forms, no argument.

💳 Payment & security

Yes. Every transaction goes through encrypted, secure payment providers (SSL). We never store card details on our servers. Your security matters to us.

There are a few common reasons:

Not enough available balance
Your online spending limit has been reached
A typo in the card details
A security block from your bank

We'd suggest:

Checking the details you entered
Ringing your bank to approve the payment
Trying again, or using another card

If it keeps happening, get in touch and we'll find a way round it together.