Shipping & Returns

Shipping

If you order online at Airbrushes.com, we aim to dispatch items that are in stock by the end of the following working day. During periods of high volumes of orders, dispatch may be delayed further by one working day. So we would expect to dispatch most orders within two complete working days (not including part days for orders placed after 9am).

Orders from countries outside the UK are likely to take longer to dispatched due to the notice required to book courier collections. Orders with issues that require us to contact you will also take longer.

Exceptions to the dispatch time are some extraction units that are made to order. Such extraction units will be dispatched separately within 10 to 15 working days. The shipping method you select will apply to all the other items you order.

Our back-order procedure will apply to items that are out of stock.

We use Royal Mail for small packages and competitively priced couriers for larger parcels.

These examples are a guide to typical delivery times. This is not an exhaustive list of every possible combination of services and locations. Our couriers and postal services cannot guarantee these delivery times. Only the Special Delivery transit time after dispatch is guaranteed, but we cannot guarantee the day of dispatch.

Service Destination Expected Delivery time after dispatch Expected Delivery time including 2 day order processing (see notes above)
Free* (sent by Royal Mail or UK Mail depending on volume/weight) UK mainland (excluding N.Ireland, Northern Scotland) 1 to 2 working days 2 to 4 working days
Royal Mail 1st class or Recorded Delivery most of UK 1 to 2 working days 2 to 4 working days
Royal Mail Special Delivery 99% of UK 1 working day, before 1pm on next working day after dispatch, before 5:30pm for islands & N.Scotland 1 to 3 working days
Royal Mail Special Delivery UK islands: Herm, Sark, Lewis, Colonsay, Mull, Coll, Shetlands, Orkey, Corrour, Mallaig, Eigg, Kuck, Rhum, Canna 2 to 3 working days 2 to 5 working days
UK Mail Service A UK mainland 1 working day (not guaranteed) 2 to 4 working days
UK Mail Service B Northern Ireland, Isle of Mann, Scilly Isles 3 working days 4 to 5 working days
UK Mail Service A Northern Ireland, Isle of Mann, Scilly Isles 1 to 2 working days 3 to 4 working days
UK Mail Service B Channel Islands, Northern parts of Scotland mainland 3 to 5 working days 4 to 7 working days
UK Mail Service A Northern parts of Scotland mainland 2 to 3 working days 3 to 5 working days
UK Mail Service B Scottish offshore islands 7 to 10 working days 8 to 12 working days
UK Mail Service A Scottish offshore islands 5 to 7 working days 6 to 9 working days
Air Mail and International Signed For Overseas countries 2 to 5 working days, longer for some more distant countries 3 to 7 working days, longer for some more distant countries
TNT Economy European Union 2 to 6 working days 3 to 8 working days
TNT Express European Union 1 to 2 working days, up to 3 days for Slovenia 2 to 4 working days, up to 5 days for Slovenia
TNT Economy Rest of Europe 2 to 9 working days, longer for Greenland and Faroe Islands 3 to 11 working days, longer for Greenland and Faroe Islands
TNT Express Rest of Europe 2 to 5 working days, up to 8 days for Greenland and Faroe Islands 2 to 7 working days, up to 10 days for Greenland and Faroe Islands
TNT Economy China / S.E.Asia 5 to 8 working days 6 to 10 working days
TNT Express China / S.E.Asia 2 to 5 working days, 6 to 8 days for N.Korea 3 to 7 working days, 7 to 10 days for N.Korea
TNT Economy Rest of World 5 to 9+ working days, depending on distance 6 to 11+ working days, depending on distance
TNT Express Rest of World 3 to 9 working days 4 to 11 working days

There is currently no option on Airbrushes.com for Special Delivery Before 9am, Special Delivery Saturday delivery or UK Mail before midday, 10am and 9am. We do not normally offer these services because they are expensive and because the website cannot know with certainty when the actual dispatch date will be. However, if you think you might need a Saturday or time-slot delivery, please telephone us for a quote, availability and to arrange it with a human member of Airbrush Company staff. (Click here for contact details).

If your parcel comes by courier, Recorded Delivery, Special Delivery or Air Mail Signed For, you will be required to sign for receipt. The table above will give you a good idea when to expect the item. You will receive an email telling you when it has been dispatched, which will give you a better indication when it will arrive. If no one is available at the address to sign for the parcel when it arrives it will be taken back to your nearest depot and a card should be left asking you to contact the depot.

*Free delivery - Orders over £80 including VAT are carriage free to the UK mainland, except for Northern parts of Scotland. Orders under £80 are subject to carriage being charged depending on weight, value and hazardous items.

Back Orders
We constantly monitor demand to make sure we have the right levels of stock. However, as we stock over a hundred of models of airbrushes and over a thousand spare parts, it is a statistical inevitability that an item will run of stock occasionally. Many of our orders are received by phone and email, so the web orders only represent a part of our stock flow. This means that the stock levels on the website can never be up-to-the-minute in line with our central order processing software. However, the stock levels on Airbrushes.com are updated every day so the website can give a good indication of stock availability. We have a back-order procedure which allows you to include out of stock items on your order. It works as follows:

  • For the UK: If an item is out of stock on the day that your order is received we will send everything that is in stock and the out of stock item will remain on back-order. We will send you an email telling you when we expect to have the item in stock. When it arrives into stock we will automatically send it to you as soon as possible. Postage and packaging on any second part of a part-shipped order is free within the UK. If free shipping is not applicable on the whole order, you pay the estimated postage cost of the whole order only once when the first part is shipped, regardless of whether that is dispatched immediately or whether the whole order is delayed because all of the items are on back-order. The main delivery will be sent by your chosen delivery service, but we will send back-order items later by the most economical method depending on volume/weight. We may delay the main part of your order for a short period if we expect the back-order items to arrive into stock, so that we may dispatch the goods in one parcel. We will contact you if the delay is going to significantly longer than our usual dispatch goals above.
  • For other countries: We may have to hold the whole order until the out of stock item is available if sending two parcels would signifiantly exceed the carriage quoted and charged at the Airbrushes.com checkout. However, if the first or second parcel is light enough we may decide to send the extra parcel at no extra charge. In this case the main delivery will be sent by your chosen delivery service, but we will send back-order items later by the most economical method depending on volume/weight. If you prefer to receive the in-stock items sooner, then you may contact us for a quote for the extra carriage to send the back-order items separately.

If the back-order item is the main item and you would not wish to use the other items on your order without having the back-order item, then we may contact you to ask if you would prefer us to hold the whole order until it is complete. If you wish to wait then we will send the whole order as soon as the back-order item arrives into stock by the delivery method you selected.

If you have items on back-order, you may cancel the back-order at any time by replying to your order confirmation email, emailing us through our Contact Us page (click here) or by telephoning +44 (0)1903 767 800.

Returns Procedure
We believe that you will be delighted with your Airbrushes.com product, but from time to time you may feel it necessary to return an item. We aim to keep the process as simple as possible.

  1. Contact us by email or through our Contact Us page (click here) or by telephoning +44 [0]1903 767800 to inform us of your reason for returning the goods. Contact us within the time periods below:
    • for damaged goods - within three working days of receipt
    • for incorrect orders - within three working days of receipt
    • for unwanted orders returning in their original condition - within seven days, the cooling-off period you are entitled to under the European Union Distance Selling Directive.
    • for faulty goods - within the warranty period if covered by a warranty or within a reasonable period of time if not covered by a warranty.

    At this stage we can advise you if a different course of action is available.

  2. Package the goods well so that they will reach us in the same condition that they leave you. Use a strong box for large items and strong jiffy-bags for small items with plenty of padding around delicate or mechanical items. If you have recently received the goods or still have the packaging, then re-package them in the same way as they arrived.

  3. Include a covering note inside the parcel with the following information:
    • Your name
    • Your address
    • Your phone number
    • The reason for returning the goods (as above)
    • Whether you would prefer replacements, alternative items, credit or a refund
    • A copy of your proof of purchase (invoice) or at least the refence number on it. Keep the original invoice for your records.

  4. Address the parcel to The Airbrush Company Ltd and add your returns number if you've been given one.

    The Airbrush Company Ltd
    79 Marlborough Road
    Lancing Business Park
    Lancing
    West Sussex
    BN15 8UF

  5. For small parcels, send the goods by either Royal Mail recorded delivery or special delivery. You will be responsible for the item or items until they reach us, including all shipping costs. For your own protection, we recommend that you use a secure delivery method that requires a signature upon delivery. We also suggest that you opt for insurance cover.

    For large parcels, such as compressors, we will arrange our courier to collect it from you. In this case we will arrange collection only when the parcel is ready to go. It is your responsibility to have the parcel ready for collection and someone available at the address on the day or days agreed with Airbrushes.com. The courier cannot give appointment times, so they could collect at any time on the agreed day(s) between 9am and 5pm. The courier will still charge for missed collections, so we reserve the right to deduct this from the total refunded for returned goods.

    As a guide: If the goods came by Royal Mail then return them by Royal Mail; If they came by courier then contact us and we will arrange for our courier to collect it. We will not refund for unreasonable return carriage costs in excess of the amount it would have cost for our courier to collect the parcel.

    The above carriage methods apply to parcels within the UK. We will determine the best method of returning and replacing goods from other countries when you contact us, depending on the value, weight, location and reason for wishing to return goods. The courses of action below will still apply.

  6. When Airbrushes.com receive the returned goods, we will take the following action as soon as possible:

    • for damaged goods - We will send replacement goods.

      We may refund or credit reasonable cost of returning the item, providing you sent it by the methods indicated above from inside the UK or by the method agreed with Airbrushes.com when you contacted us from outside the UK.

      If we have already sent and charged you for replacement goods, then we will refund for the returned goods.

      If the goods prove not to be damaged in transit, we may return the goods and charge carriage costs.

    • for incorrect orders - We will correct the order, refunding or charging the difference accordingly.

      We may refund or credit reasonable cost of returning the item, providing you sent it by the methods indicated above from inside the UK or by the method agreed with Airbrushes.com when you contacted us from outside the UK.

      If we have already sent and charged you for the replacement goods, then we will refund for the returned goods.

      If the goods are returned not in re-saleable condition then the note below for unwanted goods applies. *

    • for unwanted orders returned in their original condition - We will refund the amount paid for the goods.

      We will not refund the original charge for carriage to you or the return carriage back to us. If we gave you free carriage on the original order and the order would not have qualified for free carriage without the returned items, we may deduct the original cost of carriage from the amount refunded. If we arranged the collection of unwanted goods we will deduct the courier cost from the amount refunded.

      * If the goods are returned in a used condition or not re-saleable condition and if Airbrushes.com are able to clean, service, repair or recondition an item to be re-saleable then we may, at our discretion, refund the money paid for the item minus a reasonable handling charge to cover servicing and administration costs. If we are unable to recondition an item then we will not refund the money for that item.

    • for faulty goods - We will replace items or parts that prove to have a manufacturing fault if covered under warranty, or at our discretion if it is a fault not covered by warranty and within a reasonable period after purchasing the item.

      The returned goods will be treated as a service or repair job and charged accordingly if the item or part at fault proves to be:

      • not a manufacturing fault
      • caused by accidental damage
      • caused by misuse of the product
      • otherwise not covered by warranty, such as parts subject to normal wear or parts not fitted by a qualified technician

      If there is no fault found at all and no service or repair needed, then we may apply our minimum service charge to cover the cost of time checking and testing the product and administration, plus the cost of carriage to return it to you.

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