At Pebeo Sales, we’re committed to supporting your artistic journey with premium materials and reliable service. Below you’ll find answers to common questions about our products and services.

Product Questions

What’s the difference between artists’ acrylic paints and standard acrylic paints?
Our artists’ acrylic paints contain higher pigment concentrations and superior lightfastness compared to standard acrylics, making them ideal for professional work. They offer richer colours and better archival qualities.
How should I store acrylic mediums and varnishes?
Store in a cool, dry place away from direct sunlight. Ensure lids are tightly sealed. Our specially formulated packaging helps protect these temperature-sensitive products during transit.
Which brushes are best for oil versus acrylic painting?
While some brushes work for both, we recommend stiffer bristle brushes for oils and softer synthetic brushes for acrylics. Our “Brushes for Oil and Acrylic” collection clearly labels each type’s ideal use.
Do you carry archival-quality supports for professional work?
Absolutely. Our canvas boards and wood panels are museum-grade, acid-free options perfect for serious artists. Look for the “professional” designation in product descriptions.

Ordering & Account

How do I create an account?
During checkout, simply select “Create Account” after entering your email. You’ll be able to track orders, save preferences, and access faster checkout for future purchases.
Can I modify or cancel my order after placing it?
Contact us immediately at [email protected] if your order hasn’t entered processing (within 1-2 business days). We’ll do our best to accommodate changes.
Do you offer discounts for bulk purchases?
Yes! Our free shipping on orders over £50 makes bulk purchases economical. For institutional or very large orders, please email us for custom pricing.

Payment Options

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure global transactions. All payments are processed through encrypted systems for your protection.
Is my payment information secure?
Absolutely. We use industry-standard SSL encryption and never store full payment details on our servers. You may also check out securely through PayPal if preferred.
Why was my payment declined?
Common reasons include incorrect CVV, insufficient funds, or your bank’s fraud prevention measures. We recommend contacting your card issuer or trying an alternate payment method.

Shipping & Delivery

What are my shipping options?
Standard Shipping: £12.95 worldwide via DHL/FedEx (10-15 business days after dispatch)
Free Shipping: For orders over £50 via EMS (15-25 business days after dispatch)
Note: Remote areas may have different rates or restrictions.
How are fragile items like canvases protected during shipping?
Our studio-trained staff use rigid corner protectors, bubble wrap, and custom-sized boxes. Wood panels are sandwiched between foam boards, and stretched canvases ship in protective sleeves.
Can I track my order?
Yes! All shipments include tracking numbers sent via email. For DHL/FedEx shipments, you’ll receive real-time updates from pickup at our Winchester studio to delivery at your door.
Do you ship to my country?
We ship globally except to certain remote areas. During checkout, simply enter your address to see available options. Contact us if your location isn’t recognized but should be eligible.
What if I need supplies urgently for a commission?
Email [email protected] before ordering. While we typically process orders in 1-2 days, we may be able to arrange expedited shipping for time-sensitive needs (additional fees apply).

Returns & Exchanges

What’s your return policy?
We offer a 15-day return policy from delivery date for unused items in original packaging. Due to hygiene reasons, opened paint tubes, used brushes, or unsealed liquids cannot be returned.
How do I return an item?
Email [email protected] with your order number and reason for return. We’ll provide a return authorization and instructions. Original shipping costs are non-refundable unless the return is due to our error.
What if my order arrives damaged?
Contact us immediately with photos of the damaged items and packaging. We’ll arrange replacements at no cost (for stock availability) or issue a full refund if preferred.
Can I exchange a product for a different one?
Yes, within 15 days of delivery. You’ll be responsible for return shipping costs and any price difference in the new item. Contact us first to ensure availability of your desired exchange.

Still Have Questions?

Our artist-support team is happy to help with any queries not covered here. Contact us at [email protected] and we’ll respond within 1 business day.

Pebeo Sales Team
85 The Square, Winchester, GB CH8C 1SM