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FAQ

Ordering

  1. I cannot see the color I need to order

    If you are looking for a Coloro color:

    Please add your Coloro 7 x digit color code into the search box, click on 'Search'

    The color will show below, in Results.

    If you are looking for a Brand color:

    You need to ensure that you have access to this specific brand.

    Please ask your brand for your Coloro access code.

    Log into your Coloro Account and click on '+ Add a Brand' located on the left side.

    Please add your brand code and click on Submit

    Your Brand will appear below ‘My Brands’

    Select ‘All swatches’ or the season you are looking for if applicable.

    Either add your ‘color name’ or enter ‘Coloro 7 x color code’, click on ‘Search’

  2. I need to cancel my order

    Please email your order reference number to contact@coloro.com as soon as possible. Our orders are automated, but we may be able to stop it from being processed.

  3. How do I know if you have stock?

    We always have stock for our standard products and will ship your order swiftly.

  4. Can I order swatches from multiple brands at once?

    You can order from multiple brands at once, your items will be added to your cart.

  5. Can I use my own courier?

    Coloro is shipping under DAP terms (Delivered at Place). We will ensure that your goods are delivered to your shipping address but you may be liable for import duties.

  6. I do not know how to place an order

    - Please go to coloro.com > Shop

    - Please either create an account or sign in

    Once in the webshop, please add your Coloro 7 x digit color code into the search box, click on Search

Payment

  1. Can I pay in GBP or RMB?

    We can only accept payments in EUR or USD. Once logged into your Coloro account, you can change your currency prior to placing your order by clicking on

    Click on your Account ‘Hi Firstname’

    Select currency

  2. Paypal didn’t go through

    If your Paypal payment was not accepted, your order will be cancelled shortly.Please place another order.

  3. Where is my invoice?

    Invoices are automatically sent as a PDF once your order is placed. If you have not received it and you have checked it is not in your junk folder, please email contact@coloro.com with your order number reference.

  4. Have you received our payment?

    Please email your bank transfer confirmation, order number and invoice number to our Finance Team so that we can check for you: finance@coloro.com

  5. Where can I find your bank details?

    Our bank details will be located at the bottom of your invoice. Your invoice is automatically sent to the person who placed the order. Please check your junk folder, you would have received it within a few minutes of placing your order.

Shipping

  1. Where is my order?

    Once your order is shipped an automated email will be sent to you with your courier name and tracking number. Please check your junk folder first, if you have not received it, please email your order confirmation number to contact@coloro.com

  2. I received my order but I am missing swatches

    Please email your order number with missing color(s) and quantity(ies) to contact@coloro.com so that we can help you.

  3. Can I return some swatches?

    You can return your unwanted swatches within 14 x days from receiving your order. You then have another 14 days to return the items back to us. Items must be received in perfect unopened saleable condition. A 10% return fee will apply per return (shipping cost excluded).

    • Please email us your packing list (Items, quantities and online order reference) so that we can give you the return delivery address.
    • Your packing list will have to be printed and added to your return.
    • Once shipped, please email us (contact@coloro.com) your tracking reference.
    • Refunds will not be issued without prior email notification of the return and prior to confirmation that the goods have been received in acceptable condition.

  4. Should I pay duty?

    The receiver is responsible for importing their order and duty may sometimes apply. Failure to pay for duties, will result in your order being abandoned and a new order will need to be placed at your expense.

  5. I need a copy of my commercial invoice

    Please email us with your order reference number so that we can email you a copy

Documents

  1. Where are my QTX files?

    Your QTX files are attached to your order confirmation, please check your junk folder.

    You can also find them by logging into your Coloro Account, click on 'Hi your name', select My QTX files.

    If you are missing any, please email your order confirmation number to technical@coloro.com

  2. Can I have a quote, contract or a PF Invoice?

    Once you have created an account with us you can access all our prices online. We will not be able to send you a quote or a contract for ecommerce goods.

  3. I need to change my billing address

    Once your order is placed, you will not be able to change your billing address. Please email contact@coloro.com so that we can amend the address for you and send you an updated Invoice.

  4. What is your VAT? Where is it registered?

    We are registered in Ireland, our VAT is 3709523OH. Our registered address is CLR Code Ltd, Unit 312, IDA Industrial Estate Waterford, X91EH5N, Ireland

  5. What is your company registration?

    Our company registration number is 10411689

Email

  1. When will you answer my email

    We answer all emails within 24 hours (business days). However, there may be delays in response times during UK & Chinese bank holidays.

  2. I’m not sure who can help

    When in doubt, feel free to email us: contact@coloro.com

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