FAQ

Ordering

1. I cannot see the color I need to order

   If you are looking for a Brand color, please create an account. Once created and validated, email us contact@coloro.com with the Brand name and we will give you access to that webshop once we verify your identity.

   If you have our seven-digit code, please add the digits, one number at a time into your color search bar, please do not copy/paste the code as it will not work.

   

   You can also click on swatches and find the season you require or find the color by its name.

   

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 one brand’s webshop (including our standard 3500 colors) but you would not be able to order from multiple brand webshops at the same time.

   You will need to place a separate order for each brand.

5. Can I use my own courier?

   We are looking into offering this option so that you can use your own shipper however this is not available now.

6. I do not know how to place an order

   Our ordering guide can be found at the following link: https://f.hubspotusercontent30.net/hubfs/4718383/Coloro-Website-Ordering-Guide.pdf

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

   

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. There will be a return fee of 3 USD (2.50 euros) per return for up to 2 x items and 1.50 USD (1 Euro) per additional item.

   • 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 were emailed to you with your order confirmation. 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