Order Management
Can I edit or add anything to my order?
If you need to update your shipping address, please go to the customer portal using the link below and update it there.
https://colouryourstreets.co.uk/pages/customer-portal
We pack and pick very quickly and it's possible it might be too late to change the shipping address. If so, please email us at hello@colouryourstreets.co.uk
Because we pick and pack very quickly it's unlikely we will be able to make item changes to your order. Nonetheless, please email us at hello@colouryourstreets.co.uk and we will try our best to do so.
How do I track my order?
Once your order has been placed and processed, you will receive a confirmation email with your order details.
Once your order has been despatched you will receive a confirmation email confirming that your order is on its way.
Please click on the "Track your order" link in your shipment dispatched email. From here you will find the tracking code with the mail delivery service, typically Royal Mail or DPD. Once you click on your unique tracking code, you will be able to track your order.
What happens if my package is lost or arrives in a damaged state?
Lost packages
Please click on the "Track your order" link in your shipment dispatched email. From here you will find the tracking code with the mail delivery service, typically Royal Mail or DPD. Once you click on your unique tracking code, you should find some photographic evidence of where your order was left.
If no one was home at the time of delivery, the carrier might leave the package in a safe location or a message that they will try again the following day.
Be sure to check around your home and with neighbours/building management who may have collected the package for you.
Also, please double-check the shipping address of your order to ensure it’s headed to the right location.
On some occasions, packages may be marked as delivered but take additional time to arrive.
If you still are unable to locate the package and / or think the delivery service has delivered to the wrong address, please email us at hello@colouryourstreets.co.uk with your order number, confirming you have reviewed the tracking information.
Damaged packages
We’re extremely sorry if you receive damaged items. We are working very hard to stop this from happening. Unfortunately it does happen from time to time due to the postal carriers, but we will always make it right for you, either with a replacement or a refund.
Please email hello@colouryourstreets.co.uk with your order number and the following images:
- damaged items
- the envelope or box they came in
- the shipping label
This will help us feedback to the warehouse so we can try to avoid the same mistake happening again.
We are continuously trying to build in systems that reduce the chance of any customer receiving damaged goods.
What do I do if I receive the wrong or missing item in my order?
We are very sorry to hear you received the wrong item in your order or an item was missing
Please report your order issue to hello@colouryourstreets.co.uk, detailing your order number, what was the wrong item or what was missing.
Please include a photo of the item received and/or the name of the missing item(s), the envelope or box it came in and the shipping label.
We will always make it right, either by sending the correct item or with a refund.
What is your cancellation policy?
We pick and pack orders very quickly - if your order is already in the fulfilment process, we won't be able to cancel it and stop it from being sent to you.
To request a cancellation, please email hello@colouryourstreets.co.uk confirming your order number and your cancellation request.
You can always request a return or exchange once your order arrives if we have not been able to cancel it in time.
How do I cancel my order?
We pick and pack orders very quickly - if your order is already in the fulfilment process, we won't be able to cancel it and stop it from being sent to you.
To request a cancellation, please email hello@colouryourstreets.co.uk confirming your order number and your cancellation request.
You can always request a return or exchange once your order arrives if we have not been able to cancel it in time.
You don't cover my area, can I request it?
We are working hard to map the UK as fast as we can. We are adding areas every month. If you want to suggest an area, please feel free to email us at hello@colouryourstreets.co.uk.
It greatly helps us if you suggest specific landmarks that you think should be included.
We appreciate hearing your suggestions.
Payments & Discounts
It looks like you've taken payment but I have not received an order confirmation?
Our payment provider requires the billing address to match the credit card as part of its security.
In some cases, it might look like you have made an order, but the payment actually failed. This might show as a pending transaction on your account, however if you have not received an automated email confirmation from us with your order number, then no transaction has taken place. You will see the pending payment returned to your account automatically in a day or so.
There is no way we can take money from your card without a confirmed order
How do I apply promo/discount codes?
To apply a promo or discount code:
• Our free shipping and multi purchase deals automatically update in your cart without the need to enter a discount code
• If you have an additional code to use, please go to checkout and enter your code in the ['Discount Code'] field.
• Click ['Apply'] to see your new total before finalising your order.
• Only one code can be used per order.
If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.
It is possible that some codes will not be accepted with some combinations.
Shipping & Delivery
What is your shipping policy?
UK
We use Royal Mail Tracked 48 delivery. This takes 1-2 business days once we have processed your order.
USA
We use Royal Mail International delivery. This takes 5-7 days once we have processed your order.
How much does shipping cost?
Shipping fees vary depending on the location.
In the UK, shipping starts at £4.99 for Royal Mail Tracked 48 service
We offer free UK shipping for orders above £40
Do you offer free shipping?
We offer fast and free shipping for orders over £40 within the UK.
Do you ship worldwide?
At the moment we ship to the UK, USA and Europe. We are looking at adding additional countries to the list.
How long does delivery take?
Delivery times vary depending on the destination:
• UK deliveries are sent by Royal Mail tracked 48, which means they should be with you 1-3 business days after they have been picked and packed by us.
• USA deliveries typically take 5-7 business days after they have been picked and packed by us.
My order was marked delivered but it’s not here!
Please click on the "Track your order" link in your shipment dispatched email. From here you will find the tracking code with the mail delivery service, typically Royal Mail or DPD. Once you click on your unique tracking code, you should find some photographic evidence of where your order was left.
If no one was home at the time of delivery, the carrier might leave the package in a safe location or a message that they will try again the following day.
Be sure to check around your home and with neighbours/building management who may have collected the package for you.
Also, please double-check the shipping address of your order to ensure it’s headed to the right location.
On some occasions, packages may be marked as delivered but take additional time to arrive.
If you still are unable to locate the package and / or think the delivery service has delivered to the wrong address, please email us at hello@colouryourstreets.co.uk with your order number, confirming you have reviewed the tracking information.
What do I do if my item(s) arrives damaged?
We’re extremely sorry if you receive damaged items. We are working very hard to stop this from happening. Unfortunately it does happen from time to time due to the fulfilment process, but we will always make it right for you, either with a replacement or a refund.
Please email hello@colouryourstreets.co.uk with your order number and the following images:
- damaged items
- the envelope or box they came in
- the shipping label
This will help us feedback to the warehouse so we can try to avoid the same mistake happening again.
We are continuously trying to build in systems that reduce the chance of any customer receiving damaged goods.
Returns & Refunds
What’s your return policy?
What’s your return policy?
Colouring Books & Wall Art
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it. You’ll also need the receipt or proof of purchase. Shipping and handling charges are not refundable. Return shipping is charged for differently by region.
When will I get my refund?
Once your return has been received and processed, you will be notified via email when the refund has been issued.
Please allow 5-7 business days for the refund to reflect in your account.
How do I make a return?
Colouring Books & Wall Art
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it. You’ll also need the receipt or proof of purchase. Return shipping will be at the customers' own expense.
UK
To start a return, you can contact us at hello@colouryourstreets.co.uk. If your return is accepted, we’ll send you a returns label. Items sent back to us without first requesting a return will not be accepted. The returns label is a flat charge of £2.99 and will be deducted from your total refunded.
You can always contact us for any return questions at hello@colouryourstreets.co.uk.
Once we've received your return, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
USA
To start a return, you can contact us at hello@colouryourstreets.co.uk. If your return is accepted, we’ll send you instructions on how and where to send your package. The returns label is a flat charge of $20 and will be deducted from your total refunded. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at hello@colouryourstreets.co.uk.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.