Frequently Asked Questions

Clear answers before you order. If your question is not answered here, email support@colourivo.co.uk and we will answer it properly.

Delivery: where, when and how much

Which areas do you deliver to?

United Kingdom: mainland Great Britain — England, Scotland and Wales. International: the United States, Canada, Australia, France, the Republic of Ireland and Madagascar. Use the country selector in the site header to shop in your country; prices are then shown in your currency and the delivery figures across the store are the ones that apply to you.

We cannot deliver to Northern Ireland, Jersey, Guernsey, the Isle of Man, or any country not listed above. If you enter an address in one of those places, checkout will not offer a delivery option and the order cannot be completed. We would rather you knew now than at the payment step. Oversized products — easels, bundles that include an easel, and canvases 40 cm and larger — are delivered within mainland Great Britain only. See Delivery.

How much is delivery?

Tracked delivery to mainland Great Britain is £4.99 per order when the qualifying merchandise subtotal is below £58.99, and free on orders £58.99+. International destinations carry their own tracked charge and free-delivery threshold — for example £20.99 to the United States, free from £119.99 — and the full table is on the Delivery page. Every threshold is based on qualifying products after discounts and before delivery is added, and the charge applies once per order rather than per item.

Delivery is not a profit line for us. Each charge is a flat contribution towards tracked carriage to that destination, not a handling fee we add on top. What the journey actually costs varies with the weight of the parcel and the route it takes, and above the threshold we absorb that cost in full.

International orders and import charges. Our prices and delivery charges do not include any import duty, customs fee or local tax your country may apply on arrival; where one applies, the carrier or customs authority collects it from you. We do not offer duties-prepaid delivery.

How long does delivery take?

Mainland Great Britain: around 15 days from order confirmation. International: around 2–3 weeks. These are estimates, not guaranteed dates. We do not offer a next-day or express option, and we will not promise you a date we cannot control.

Why does it take around 15 days?

Because the parcel travels a long way. We do not hold stock in a United Kingdom warehouse — see the next question. The estimate covers order processing plus transit, including international transit and border processing.

Where do the goods actually ship from?

COLOURIVO does not hold stock in a United Kingdom warehouse. Every order is prepared by our manufacturing and fulfilment partner and sent directly to the address you enter at checkout. Depending on the product, that fulfilment route may be outside the United Kingdom, including China.

COLOURIVO is still the seller. Your contract is with RASMETAK LTD, and your consumer rights, your support and any refund are our responsibility — not the partner's and not the carrier's. Always contact us, never a factory or a carrier.

Will I be asked to pay anything after checkout?

COLOURIVO will not add another store delivery or handling fee after checkout. The charge shown at checkout is the charge we make. On an international order, a genuine request for import duty or tax may come from the carrier or customs authority — see above. If anyone else asks you for money in connection with a COLOURIVO parcel, or you are unsure whether a request is genuine, do not pay before contacting us — email support@colourivo.co.uk with your order number and a screenshot so we can check it with you.

How do I track my order?

We email tracking information after dispatch. It can take up to two working days to begin updating, and it can pause while a parcel moves between carriers or through border processing. A pause is common on a route of this length and is not by itself a sign that anything is wrong. See Track Your Order.

Ordering and cancelling

How do I cancel an order?

Email support@colourivo.co.uk with your name, your order number and a statement that you are cancelling. That is enough — there is no form to fill in and you do not need our approval or our reply.

By law you may cancel without giving a reason up to 14 days after delivery, and you then have a further 14 days to send the goods back. You may also cancel before delivery.

What a change-of-mind cancellation costs you. The right is yours and we honour it in full. It is not, however, free:

• You pay the return postage. Depending on the product, our return route may be outside the United Kingdom, including China, so a tracked international return can cost more than a domestic one — sometimes more than the item. Email us before you order if you want to know which route currently applies to a particular product.
• The goods must come back complete and resaleable, with their packaging and everything that came in the set. You may examine an item as you would in a shop. If it comes back worth less because it was handled beyond that, we may deduct the proven reduction in value from your refund.
• Only the standard delivery rate is refunded, and only where you cancel the whole order. We refund the cheapest standard delivery we offer — not any upgrade you chose to pay for.
• Nothing is refunded until the goods are back with us, or until you send us proof that you have posted them, whichever happens first.

None of the above applies when something is genuinely wrong. If an item arrives faulty, damaged, incomplete, incorrect or not as described, we pay the return cost — see the next section. We do not charge a cancellation fee or a restocking fee in either case.

See Returns & Refunds for the full detail.

Can you stop an order that is already being prepared?

Email us as soon as you can. Processing may begin shortly after payment, so we cannot guarantee an amendment once preparation or dispatch has begun. If we cannot stop it, your cancellation right is still there and you can return the goods after delivery.

I entered the wrong address. What should I do?

Email support@colourivo.co.uk immediately with your order number. We will try to correct it, but cannot guarantee a change after dispatch.

Returns, faults and refunds

Can I return something because I changed my mind?

Yes, for most standard goods bought online. Tell us within 14 days of delivery and return the goods within a further 14 days.

You pay the direct return postage for a change-of-mind return, and the goods must come back complete and in resaleable condition. Depending on the fulfilment route, the return address may be outside the United Kingdom, including China, so international postage may cost more than a domestic return — please read Returns & Refunds before ordering. Do not send goods to our registered office; it cannot receive parcels.

What if something arrives damaged, faulty, incomplete or not what I ordered?

Email support@colourivo.co.uk with your order number and a short explanation. A photograph of the item and the packaging helps where the problem is visible, but we will not insist on evidence that is unreasonable or unavailable to you.

Under the Consumer Rights Act 2015 you may be entitled to a refund, repair or replacement. This applies to everything we sell, whatever the product. We bear the reasonable return cost where goods are faulty, damaged, incorrect or misdescribed, so do not pay international return postage for a faulty item unless we have arranged it or agreed the cost with you first.

How do refunds work and how long do they take?

Refunds go back to the original payment method. We do not charge a refund, cancellation or restocking fee.

• Change-of-mind cancellation: we hold the refund until we receive the goods back or you show evidence you sent them, whichever is first, and we then refund within 14 days. If the goods were never dispatched, we refund within 14 days of your cancellation.
• Whole order cancelled: we also refund the standard outbound delivery charge you paid, at the rate of the cheapest standard delivery we offer. If you cancel only part of an order and keep the rest, the delivery charge is not refunded where it would still have applied to what you kept.
• Condition of the goods: where a returned item comes back incomplete, or worth less because it was handled beyond what is needed to check it, we may deduct that proven reduction in value.
• Faulty or damaged goods: we provide the refund, repair or replacement required by law, and we bear the return cost.

Your bank or card issuer may take a few extra days to show the money in your account after we issue the refund.

What is the Full-Set Guarantee?

It is our own voluntary promise, on top of your legal rights. For 30 days after delivery, if a marker pen arrives dry, cracked or leaking, or a marker set arrives short of the stated pen count, send one clear photograph and your order number. No return is required. We replace the affected pens free of charge, or the complete set if more than five pens are affected.

It covers marker sets specifically. Everything else we sell is covered by your statutory rights, which are broader. The guarantee is additional to those rights and never a replacement for them.

Products

What does COLOURIVO sell?

Art materials for drawing, painting and colouring — markers, paint, and the surfaces and tools that go with them. We are still building the range, and we add a product only once the supplier specification is confirmed, so the reliable answer to this question is the shop itself: browse everything on sale today. Each product page states what is included and the quantity in the set.

Does COLOURIVO make these products?

No. We are a retailer, not a manufacturer. Products are made by our supply partners and we sell them under the COLOURIVO name. We describe what we can verify and we do not invent specifications.

Which set size is right for me?

A smaller set can suit someone starting out or wanting a focused palette. A wider set gives more intermediate shades and fewer colour gaps. Check the individual product page for the exact count and the contents — that is the reliable source, not the photograph.

Will alcohol-marker ink bleed through paper?

It can bleed through standard paper. Use a protective sheet underneath and choose paper intended for alcohol markers where possible. Results vary with paper weight, coating, ink application and layering.

How should I store and care for markers?

Replace caps firmly after use, store markers horizontally in a cool, dry place, and keep them away from heat and flame. See Marker Care & Tips.

The business and your data

Who am I actually buying from?

COLOURIVO is a trading name of RASMETAK LTD, a company registered in England and Wales under company number 17375941, registered office 128 City Road, London, EC1V 2NX. Your contract is with RASMETAK LTD. Full details are in our Legal Notice. The registered office is for formal correspondence only — it is not a shop and it cannot receive returned parcels.

Do I have to accept cookies to buy something?

No. Refusing non-essential cookies does not stop you browsing, adding to your basket or checking out, and it does not reduce your consumer rights. See our Cookie Policy.

How do I make a complaint?

Email support@colourivo.co.uk. Our Contact & Complaints page sets out the process, including how to ask for a review and where to get free independent consumer guidance.

This FAQ is a plain-English summary. The contractual detail is in our Terms of Sale, Return Policy, Shipping Policy, Delivery and Returns & Refunds. Where this page and a policy differ, the policy governs. Version 1.3 · Effective 18 September 2026.